Create Salesforce Case

Question

Accepted Answer

This action requires that you have an active integration with Salesforce.

Create a new case in Salesforce with configurable information.

This action type has several settings.

Requester email

The email address to use for the case's requester information in Salesforce. There are multiple options described below.

Customer email (Default) If a form with a "Customer email" field has been filled in, use the email address from that field.
Logged in user's email If the user has logged in to Mavenoid to access this flow, use the email address on their Mavenoid account.
Email address A specific email address. If this option is selected, you must also specify the email address to use.
Markup Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated. This can be useful for using an email address stored in other form data. For example, if you've determined the user's region and have their regional technician's email stored as form data with the key "regional-technician-email", you can specify the markup text as {{regional-technician-email}}. The Salesforce case will then use the address associated with that key as the requester email. See Markup expressions and operators for more information on markup syntax.

Requester name (optional)

The name to use for the case's requester information in Salesforce. There are multiple options described below.

Logged in user's email If the user has logged in to Mavenoid to access this flow, use the name on their Mavenoid account.
Text (Default) A specific name. If this option is selected, you must also specify the name to use.
Markup Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated. This can be useful for using a name stored in form data. For example, if the user has provided their name in a form and it is stored with the key "customer-name", you can specify the markup text as {{customer-name}}. The Salesforce case will then use the value associated with that key as the requester name. See Markup expressions and operators for more information on markup syntax.

Ticket subject

The subject of the Salesforce case. There are multiple options described below.

Problem description (Default) If the conversation has included a search node and the user performed a search, the most recent search performed is used.
Free text Any specific text. If this option is selected, you must also specify the text to use.
Markup Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated. This can be useful for basing the subject on form data values. For example, if you want the subject to be "Request submitted:" followed by the value associated with the form data key "request-type", you can specify the markup test as "Request submitted: {{request-type}}".

This field also has access to the reserved form data key $transcript. You can thus use {{$transcript["subject"]}} for the "problem description" (the last search performed by the user) or {{$transcript["body"]}} for the full text of the transcript of the conversation.

See Markup expressions and operators for more information on markup syntax.

Text contents

The content of the Salesforce case. There are multiple options described below.

HTML transcript The full transcript of the conversation and all form data that is not marked as PII, formatted as HTML. If this option is selected, you must also specify whether to include live support messages (defaults to yes) and live support agent notes (defaults to no) from any live support chats that occurred as part of this conversation. When making this decision, consider who will receive the Salesforce case and whether it will generate any customer-facing communication (such as from notifications or replies in Salesforce).
Text transcript (Default) The full transcript of the conversation and all form data that is not marked as PII, formatted as plain text. If this option is selected, you must also specify whether to include live support messages (defaults to yes) and live support agent notes (defaults to no) from any live support chats that occurred as part of this conversation. When making this decision, consider who will receive the Salesforce case and whether it will generate any customer-facing communication (such as from notifications or replies in Salesforce).
Free text Any specific text. If this option is selected, you must also specify the text to use.
Markup Text in which any markup will be evaluated. If this option is selected, you must also specify the markup text to be evaluated. This can be useful for basing the case contents on form data values. For example, if you want the case to read "User has filed a request" with the placeholders replaced by the values associated with the form data keys "email" and "request-type", you can specify the markup text as "User {{email}} has filed a {{request-type}} request". This field also has access to the reserved form data key $transcript. You can thus use {{$transcript["subject"]}} for the "problem description" (the last search performed by the user) or {{$transcript["body"]}} for the full text of the transcript of the conversation. See Markup expressions and operators for more information on markup syntax.

Note: Unlike many other fields, markdown in this field will not be parsed. If you need to format the contents of your Salesforce case, use HTML tags.

Custom Fields

Any custom fields to be set on the Salesforce case.

For each custom field, you must specify both a key and a value. The key must be the numeric ID of the custom field in Salesforce. The value can be plain text or can use markup to reference form data values. For example, to set a custom field based on the value associated with the form data key "request-type", enter {{request-type}} as the value.

See Markup expressions and operators for more information on markup syntax.

Default: None, meaning no custom fields will be set on the created case.

Origin

What origin to set on the Salesforce case.

This will depend on your Salesforce workflow.

Default: Unset, meaning no origin will be set.

Status

What status the Salesforce case will be set to.

This will depend on your Salesforce workflow.

Default: Unset, meaning no change to status will be made.

External ID name and External ID value

The name and value of the external ID in the Salesforce API. Both must be set to be used.

Default: Unset, meaning no external ID will be used.

Form data assignments

What form data to set based on Salesforce's response. This data can be used by other nodes later in the flow, will be included in the conversation transcript, and is viewable on the agent dashboard if the conversation includes a live chat.

Like a write data node, you can add any number of form data assignments for this action to perform. For each one, you must specify the key to update and the value to set it to. Note that all values are treated as already being in double-curly-braces, meaning that to reference the key name you would enter "name" instead of {{name}}.

All normal form data keys and all global reserved form data keys are available. Additionally, the following limited reserved form data keys are available, allowing you to set values dynamically based on the response from Salesforce:

$error: If the Salesforce API returned a failure message, it will be available with this key.
$objectId: The numeric ID of the created Salesforce case.

Default: None, meaning no form data will be set.

Delay in seconds

How long to wait after reaching this node before creating the Salesforce case.

This provides a grace period during which the user can reach this node and then go back to an earlier point in the flow, such as because they have changed their mind or they realized they have provided incorrect information and want to update it. If the user backs through the node before the delay has elapsed, the Salesforce case will not be created, preventing superfluous or unintended cases.

Note: If there are form data assignments in place, the delay will be set to "0" automatically as later nodes in the flow may use that form data and therefore rely on the case to be created before they can be rendered properly.

Default: "0", meaning the case is created immediately when the user reaches this node.

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