Salesforce Service Cloud steps
Flow Designer has a number of built-in steps to help you integrate Salesforce Service Cloud into your event management and incident response flows.
The following steps for Salesforce Cases are available:
- Add Case Comment: automatically add a comment to a case, including information from the event or previous steps in the flow, either as an internal comment or as a published comment visible to the customer.
- Create Case: automatically create a new case in Salesforce Service Cloud, populating it with information from the event or previous steps in the flow.
- Update Case: automatically update an existing case as information about the event changes.
The following steps for Salesforce Records are available:
- Create Record: create a new record in Salesforce.
- Get Record: get an existing Salesforce record using its unique record ID.
- Update Record: update an existing Salesforce record.
To use these steps, you need a Salesforce endpoint configured in xMatters. You can use an existing endpoint or create one when you add a step to your flow.
Adding Salesforce Service Cloud steps to your flow
- To add a Salesforce step to your flow, go to the Apps panel in the palette, expand the Salesforce steps and drag the step you want to add onto the canvas.
- Connect the step to the previous step in the flow so you have access to the alert properties and outputs of previous steps when configuring this step's inputs.
- Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text, input variables, or both. See the following sections for detailed information on the inputs for each step, including which are required.
- On the Endpoint tab, select an existing Salesforce endpoint or create a new one.
- For Salesforce Record steps, select the Salesforce Object you want to use.
Add Case Comment
Use the Add Case Comment step to automatically add a comment to a case, either as an internal comment or a published comment visible to the customer. Map outputs from previous steps to the inputs; at runtime, the values in the inputs are used to determine the case to update and the comment to add.
Add Case Comment inputs and outputs
Inputs
Inputs with an asterisk* are required.
|
Label API mapping |
Description |
|---|---|
|
Case ID* ParentId |
ID of the case to add the comment to. You can use the Case ID output of a Create Case step to populate this input. |
|
Comment* CommentBody |
The text of the comment to add. You can create the comment using plain text, mapped inputs, or a mixture of both. |
|
Publish Comment* isPublished |
Specify if the comment should be internal (false) or visible to self-service portal customers (true). |
Create Case
Use the Create Case step to automatically create a new case. Map outputs from previous steps to the inputs to complete the case record.
Create Case inputs and outputs
Inputs
Inputs with an asterisk* are required.
|
Label API mapping |
Description |
|---|---|
|
Case Origin* Origin |
Source of the case (for example, "Email"). |
|
Status* Status |
Status of the case (for example, "Escalated"). Contact your Salesforce administrator for acceptable values. |
|
Subject Subject |
Brief description of the case. |
|
Description Description |
Detailed description of the case (for example, a customer question or feedback). |
|
Type Type |
Type of case (for example, "Feature Request"). Contact your Salesforce administrator for acceptable values. |
|
Priority Priority |
Importance or urgency of the case (for example, "Low"). Contact your Salesforce administrator for acceptable values. |
|
Case Reason Reason |
Reason for creating the case (for example, "Instructions not clear"). |
|
Owner ID OwnerId |
ID of the user assigned to own the case. |
|
Contact ID ContactId |
ID of the contact associated with the account. |
|
Account ID AccountId |
ID of the account associated with the case. |
|
Web Email SuppliedEmail |
Email address of the contact associated with the case. |
|
Web Name SuppliedName |
Name of the contact associated with the case. |
|
Web Company SuppliedCompany |
Company associated with the case. |
|
Web Phone SuppliedPhone |
Phone number of the contact associated with the case. |
Outputs
These outputs are available to use as inputs in steps further along the flow.
|
Label API mapping |
Description |
|---|---|
|
Case ID id |
ID of the case created. You can use this ID as an input to an Update Case step further along the flow. |
|
Case Number CaseNumber |
Case number assigned by Salesforce. Example: You could use this number as the name of a related ChatOps channel. |
Update Case
Use the Update Case step to automatically update the information in an existing incident. Map outputs of previous steps to the inputs to determine which case to update and how to change the record details.
Update Case inputs and outputs
Inputs
Inputs with an asterisk* are required; leave any other fields blank to keep the current values.
|
Label API mapping |
Description |
|---|---|
|
Case ID * id |
ID of the case to update. You can use the Case ID output of a Create Case step to populate this input. |
|
Case Origin Origin |
Source of the case (for example, "Email"). |
|
Status Status |
Status of the case (for example, "Escalated"). Contact your Salesforce administrator for acceptable values. |
|
Subject Subject |
Brief description of the case. |
|
Description Description |
Detailed description of the case (for example, a customer question or feedback). |
|
Type Type |
Type of case (for example, "Feature Request"). Contact your Salesforce administrator for acceptable values. |
|
Priority Priority |
Importance or urgency of the case (for example, "Low"). Contact your Salesforce administrator for acceptable values. |
|
Case Reason Reason |
Reason for creating the case (for example, "Instructions not clear"). |
|
Owner ID OwnerId |
ID of the user assigned to own the case. |
|
Contact ID ContactId |
ID of the contact associated with the account. |
|
Account ID AccountId |
ID of the account associated with the case. |
|
Web Email SuppliedEmail |
Email address of the contact associated with the case. |
|
Web Name SuppliedName |
Name of the contact associated with the case. |
|
Web Company SuppliedCompany |
Company associated with the case. |
|
Web Phone SuppliedPhone |
Phone number of the contact associated with the case. |
Outputs
This step has no outputs.
Create Record
Use the Create Record step to create a new record in Salesforce. Map Salesforce object values to your custom inputs. Certain values must match the case-sensitive options for a setting (for example, myname instead of MyName). For other settings, Salesforce accepts values the user interface doesn't display, so the field appears blank. At runtime, the values in the inputs are used to fill in the record.
Create Record input mapping and outputs
Input Mapping
Inputs with an asterisk* are required.
| Label | Description |
|---|---|
| Source* |
Source field from the selected Salesforce object. |
| Input Value |
What xMatters input the Salesforce object should map to. This could be manually entered, or a variable from a previous step. |
| Fail Step |
When selected, the step will fail if the Input Value field is empty when the step runs. If not selected, the step will not fail. The default value is that the check-box is not selected. |
Get Record
Use the Get Record step to find an existing Salesforce record using its unique Record ID. You can then specify which Salesforce fields to add as step outputs for steps further in the flow.
Get Record inputs, output mapping, and outputs
Inputs
Inputs with an asterisk* are required.
| Label | Description |
|---|---|
| Record ID* |
Unique ID of a record in Salesforce. |
Update Record
Use the Update Record step update an existing Salesforce record. Map Salesforce object values to your custom inputs. Certain values must match the case-sensitive options for a setting (for example, myname instead of MyName). For other settings, Salesforce accepts values the user interface doesn't display, so the field appears blank.At runtime, the value in the default input is used to determine the record to update.
Update Record inputs and outputs
Inputs
Inputs with an asterisk* are required.
| Label | Description |
|---|---|
| Record ID* |
Unique ID of a record in Salesforce. |