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 Saleforce endpoint configured in xMatters. You can use an existing endpoint or create one when you add a step to your flow.

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.

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.

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.