Reassigning Email to Case to User who Forwarded Case to Salesforce

Business Use Case

Bobby DoRight is working as a System administrator at Skeletonforce.  He receives a request to have Cases created using from emails automatically assigned to the user who forwarded the email from outlook.At Skeletonforce, end users receives support emails directly from their clients in Outlook.

If Bob was follow the instructions in “Set Up Create Case for Salesforce for Outlook Users”, Bob would need to create individual Email to Case routing addresses for each user. He would then group 10 Email-to-Case destinations into functional group and assign them through Outlook Configurations. Users then select their name from the CREATE CASE button in outlook. This is confusing for the end user and a maintenance nightmare for Bob to keep track of. … there has to be an easier way.

Solution

Luckily for Bob, Salesforce stores the From Address for all Cases created from email. This stored information along with PROCESS BUILDERS and FLOWS will allow Bob to automatically reassign cases based matching the from email address with a user’s email address.

Objects & Fields Used

Object Fields
Users Id
Users Email
Case Id
Case OwnerId
Email FromAddress
Email ParentId

Process Builder

Settings Reference Image
Object Case (Create and Edit)
Criteria Specify Specific Recordtype and or Queue ownership

IsNew()

PB011718_001

PB011718_005

Scheduled Actions

0 hours after last modified date

Trigger Flow

– Pass Case.Id to varCaseId

PB011718_003

PB011718_002

PB011718_004

Flow

FL011718_001

Settings  Object  Criteria Reference Image
Fast Lookup Email Emails with Case Id

FL011718_005

Decision HasEmail sobjEmail is not null

FL011718_011

FL011718_006

Fast Lookup User User with matching email

** Not really needed

FL011718_009

Assignment Case case.ownerid equals user.id

FL011718_004

Fast Update Case

FL011718_012

## Testing

Test in a sandbox, not in Production.

Continue reading “Reassigning Email to Case to User who Forwarded Case to Salesforce”

Action Plans …. Reinvented Using Flows

INTRODUCTION:

If you have been using Salesforce for awhile, you may installed and used Action Plans by Salesforce Labs to automate standardized/repetitive processes. This appexchange app was and still is a very useful addon for any Salesforce instance. Customizing Action Plans to meet specific project needs while still keeping it’s simple universal appeal can be problematic. Especially if you are not comfortable with making changes to multiple APEX modules and VISUALFORCE pages.

Process Builders and Visual Flows to the rescue:

One of the best gifts Salesforce ever provided Administrators are Process Builders and Visual Flows. These two autmation tools allow users to automate Salesforce instances without needing a Salesforce Developers.

Business Need: Skeleton Bob has been asked to create a process that will allow product specific onboarding/change procedures. These procedures will consist of specific task to be completed by both non-Salesforce users and Non-Salesforce users.

After working with the line of business, Bob defined the resuable task templates, assigned user and/or teams for each product. He tried to use Action Plans, but the business line needed to many changes specific to them that would have changed Action Plans users in other line of businesses. Bob instead mimics Action Plan’s design using new objects and extends functionality with visual flows.

Design Components:

 

Design Components:

Note: A new blog post will be used for each component’s details

  • Objects:
    • Action Plan Flow Templates
      • Action Plan Flow Template Tasks
      • Action Plan Flows
        • Action Plan Flow Tasks
        • Links Parent Accounts
  • Custom Settings:
    • Action Plans Settings
      • Chatter Brag
      • Unassigned Tasks Defaults to Record Owner
  • Process Builders:
    • Action Plan Flow Template Task – PB
    • Action Plan Flow – PB
    • Action Plan Flow Task – PB
    • Task – PB
    • PARENT ACCOUNT
  • Visual Flows:
    • Action Plan Flow Template – Autolaunched Flow
    • Action Plan Flow Template Add Edit – Screen Flow
    • Action Plan Flow Template Task – Autolaunched Flow
    • Action Plan Flow Template Task Add Edit – Screen Flow
    • Action Plan Flow – Autolaunched Flow
    • Action Plan Flow Add Edit – Screen Flow
    • Action Plan Flow Task – Autolaunched Flow
    • Action Plan Flow Task Add Edit – Screen Flow
    • APFT Task Dependencies – Autolaunched Flow
    • APF Task Dependencies – Autolaunched Flow
    • APF Add Case Teams – Autolaunched Flow
    • APF HTML Emails – Autolaunched Flow