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Topics#Customer ServiceErin Wolfe의 질문
Erin Wolfe (Dragos) 님이 #Customer Service에 질문했습니다
2020년 9월 1일 오후 4:40

Formula to Reopen case in Process Builder

I need to create a formula in Process Builder to reopen a case to the status "Open" when a customer replies to an email on a case that has been marked "closed" previously. Can someone help me out? Thank you!
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  1. Janet Elliott (Salesforce)
    2020년 9월 1일 오후 5:02

    Erin: Hi! We have a legacy workflow rule in our org that does this. The criteria is:

    Rule Criteria	
    (Email Message: Is IncomingEQUALSTrue) AND (Case: ClosedEQUALSTrue)

    and then a Field Update that sets the Status to Case Reopened.

    You can translate this to a Process Builder by selecting the object of Email Message to run this on and then setting this criteria and then an Update Record option. Hope that helps!

    Janet

    #.LCAnswers

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