We would like to try automating some actions when it comes to customer leaving Posts on their Cases. For example, if a case has a Status of Closed, we want to update the Status to "Reopened" if a customer leaves a new Post. Or update a custom Date/Time field with the time the last Post was made (either by an agent or customer).
I understand that Salesforce has both Workflow Rules and the Process Builder to achieve automation like this. However, we're trying to determine the best path to go and how to perform this action. From what I understand, Posts are related to Cases but not directly attached to the Case like Comments are which makes this a little bit tougher to do?
Any help that y'all can provide would be appreciated. Thanks!
1 个回答
@Travis: You can automatically post chatter updates by using Process Builder. Check this article https://automationchampion.com/2015/10/03/getting-started-with-process-builder-part-47-mention-a-related-user-in-a-post-to-chatter-action/
