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 are available:
- Create Case: automatically create a new case in Salesforce Service Cloud, populating it with information from the event or previous steps in the flow.
- 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.
- Update Case: automatically update an existing case as information about the event changes.
In the example above, the flow creates a Salesforce case when a certain response is selected. It then creates a Slack channel with the Case Number as the channel name and posts details about the event. Next, the flow adds an incident to Statuspage using the Case ID as a reference. Next, it updates the case the Statuspage incident ID and shortlink, maintaining a complete record in Salesforce. Finally, a comment is added to the case, stating that the investigation and resolution of the incident is underway.
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.
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. |
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). |
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.