#TrailblazerCommunity185 discutindo

You’re correct that there isn’t a direct trigger point here. ProcessInstanceWorkitem doesn’t support Apex triggers or record-triggered flows, and reassigning the approval doesn’t update the Case itself. 

If you need to keep the standard Reassign action, I’d handle it with scheduled Apex:

1.  Run a scheduled job every few minutes. 
2.  Query new ProcessInstanceStep records where StepStatus = 'Reassigned'. 
3.  Use ProcessInstance.TargetObjectId to identify the related Case. 
4.  Query the pending ProcessInstanceWorkitem for that process instance to get the newly assigned ActorId. 
5.  Insert a FeedItem with the Case ID as ParentId. 
6.  Store the processed ProcessInstanceStep.Id in a small custom log object with a unique/external-ID field. 
7.  Skip any step already in that log so rerunning the job can’t create duplicate Chatter posts. 

I’d also test it by reassigning the same approval twice and then running the job twice. The expected result should be two Chatter posts total, with no additional posts from the second job run. 

If real-time posting is absolutely required, the other option is to replace the standard Reassign experience with a custom Flow/LWC backed by Apex. That custom action would update ProcessInstanceWorkitem.ActorId and create the Case FeedItem in the same transaction. But the existing standard Reassign action can’t be intercepted directly.

Hi Bijay, 

On Q1: this has actually changed. Einstein Knowledge Creation now supports custom Prompt Templates via the "Knowledge Generation" type in Prompt Builder — not limited to the single default case-only template anymore. Build a custom template tailored to your use case; that's the current recommended path. 

For pulling in Comments/Emails/Work Notes without manual concatenation: 

- Flow-based grounding: attach a Flow as a grounding resource in Prompt Builder — it queries related records and feeds them in structured, instead of one giant merge field. 

- Retrievers (Data Cloud): for larger/unstructured volumes, index content into a Data Library and use a Retriever (via Einstein Studio) for semantic retrieval instead of dumping everything into one flow output. 

For grounding accuracy / avoiding invented resolution steps: 

- Add an explicit negative instruction in the prompt: "Only use information present in the provided context. Do not infer steps not explicitly stated." This measurably reduces over-inference. 

- Split classification from generation — use a separate Field Generation prompt just to classify Final Solution/Workaround/Improvement/Enhancement (same context), then pass that result into the Knowledge Generation prompt. Two narrow prompts outperform one prompt doing both. 

- Add 2–3 labeled few-shot examples of each resolution category in the prompt instructions — this taxonomy is business-specific, so there's no built-in classifier; examples are what actually stabilize classification. 

No native accelerator exists for the resolution-type classification specifically — that part is custom prompt engineering, not a toggle. 

Reference:

Hi @Deepak Sharma

, 

I am not using any custom UI for the lead record creation and using standard salesforce functionality. No active assignment rules, duplicate rules and even no automations such as flows, workflow rules, etc. Check the similar issue raised here

Hi Guilherme, Custom Keys aren’t required for basic push notifications. They’re used when the app needs to receive additional key-value data in the push payload, for example to support tracking, deep linking, or custom app behavior. The mobile app code needs to be implemented to handle those keys. 

For the basic MC Next setup, you’ll need to configure the mobile app and the appropriate iOS/Android push service credentials, then configure the SDK in the app to receive push notifications. 

So if the implementation doesn’t require any custom data or app-specific behavior, Custom Keys generally aren’t necessary. If you share what the other company is asking you to configure as the Custom Keys, it may be easier to determine whether they’re actually needed. 

Hi , 

Ensure that you're working in the Lightning App Builder and editing the correct page layout for the Account object.

Upgrade to Dynamic Forms

When you click on the Record Detail component and select Upgrade Now, make sure the page is upgraded to use dynamic forms. Without this step, you won't see the option to customize field sections.

Add the Field Section

Drag the Field Section component from the palette to the desired spot in the Details tab. After adding it:

• Click on the new section.
• In the properties pane, type "Sales Region" in the Label field. You don’t need to "find" it in a list—it’s just a text input.

Save and Activate

After customizing, click Save, and if required, activate the page for the right app or profile.  

Example: Lets says 

A parent product named : A which is a bundle type product. 

It consist of a child product named : B which is also a bundle type product. 

B product contains a child product named C which is a standalone Product. 

Now, here A is the main parent , B is the parent and child of A and C is the child of B and grandchild of A. 

So, in CML my requirement is like. I need to fetch the whole cardinality of A which includes quantity of B and C.