We’re trying to find a way for our Support Agents to receive an email notification when a customer adds a new case comment via the Community. We’re using the Napili template and are on Summer ’16. Here’s our use case:
1. Customer submits a case via the Community templates
2. Support agent accepts the case and is now the case owner
3. Customer posts on the case via the Community asking for an update
4. Case owner receives an email notification with a running list of all case comments
We have 2 main types of support case types 1. Technical Support 2. Architecture Support. We’d like only for the email notification to send when the case type is equal to 2. Architecture Support. Any ideas you have are greatly appreciated.
Thanks in advance for your help!
Best,
Kevin
3 answers
Kevin,
Could you please check one thing at your end - Whenever you post anything on the case, Does that post or comment add on the case feed as well. If yes, then you can use the approach mentioned above
Else, you can write a trigger on the "feed item" object to accomplish the requirement.Here are some of the links that would help you:
- https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_feeditem.htm (http://https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_feeditem.htm)
- https://developer.salesforce.com/docs/atlas.en-us.chatterapi.meta/chatterapi/connect_responses_feed_item.htm
- http://salesforce.stackexchange.com/questions/21455/what-is-the-difference-between-feeditem-object-and-object-specific-feed-object
Thanks,
Mudit
