Getting Started with Process Builder – Part 38 (Automatically Create Cases from Unresolved Questions)

Getting Started with Process Builder – Part 38 (Automatically Create Cases from Unresolved Questions)

Last Updated on December 3, 2020 by Rakesh Gupta

Big Idea or Enduring Question:

As your community grows, organizations have to ensure that customers get quick answers to their questions. Question-to-Case allows moderators to escalate unresolved questions to cases from the question detail page. You can automate this escalation process using Process Builder or Lightning Flow, For example: 

  • Create a case from a question if, the question has received more than two likes without a reply.
  • Create a case from a question immediately if the question contains the word Urgent Help.

Objectives:

After reading this blog, you’ll be able to: 

  • Understand the basic components of Process Builder
  • Learn how to auto-create a record using Process Builder

Business Use case

Rachel Gillett is working as a System Administrator at Universal Containers (UC). He received a requirement to auto-create a case whenever a new question is created, which contains the word Urgent help in the title.

Automation Champion Approach (I-do):

There are multiple ways to solve the above business requirement. You can either use Apex trigger, Combination of Flow & Process Builder, and more. To solve this requirement, we will use the Process Builder. 

There are four basic components that should be considered when using Process Builder —  a trigger, criteria, immediate action, and scheduled action.

Component Process
Trigger Indicates when the action should fire – only when a record is created or anytime a record is created or edited
Criteria Set conditions to execute the process
Immediate Action The action is fired immediately
Scheduled Action The action is fired at a scheduled time

Before diving further, let me show you a diagram of a Process Flow at a high level. Please spend a few minutes to go through the following Flow diagram and understand it.

Let’s begin building this automation process.

Guided Practice (We-do):

There are 4 steps to solve Rachel’s business requirement using Process Builder. We must: 

  1. Define process properties
  2. Define evaluation criteria
  3. Define process criteria
  4. Add action – create a record 

Step 1: Define Process Properties

  1. Click Setup.
  2. In the Quick Find box, type Process Builder.
  3. Select Process Builder, then click New.
  4. Name the Process and click the Tab button. The API Name will populate. 
  5. As a best practice, always input a description
  6. The process starts when A record changes.
  7. Click Save.

Step 2: Define Evaluation Criteria

  1. Click on the Add Object node to begin selecting the evaluation criteria.
  2. Select the Question object from the dropdown list.
  3. Start the process only when a record is created.
  4. Click Save.

Step 3: Define Process Criteria

  1. Click the Add Criteria node to begin defining the process criteria.
  2. Name the criteria.
  3. The criteria should execute actions when the conditions are met.
  4. Set Conditions
    1. Row 1
      1. Field: Question | Title
      2. Operator: Contains
      3. Type: String
      4. Value: Urgent Help
  5. Select All of the conditions are met (AND)
  6. Click Save.

Step 4: Add Action – Create a Record

  1. Below Immediate Actions, click Add Action.
  2. For Action Type, select Create a Record
  3. Name the action.
  4. Select the Case record type. 
  5. Set Field Values:
    1. Row 1:
      1. Field: Status
      2. Type: Picklist
      3. Value: Escalated
    2. Click Add Row
    3. Row 2:
      1. Field: Priority
      2. Type: Picklist
      3. Value: High
    4. Click Add Row
    5. Row 3:
      1. Field: Question ID
      2. Type: Field Reference
      3. Value: Question | ID
    6. Click Add Row
    7. Row 4:
      1. Field: Contact ID
      2. Type: Field Reference
      3. Value: Question | CreatedBy | Contact ID
  6. Click Save.

In the end, Rachel’s Process will look like the following screenshot:

Almost there! Once everything looks good, click the Activate button. 

Note:- Before you activate your process, you will want to make sure that you have assigned data in the correct format because Process Builder obeys validation rules. If some fields are required by using validation rules, then make sure you have added those fields. Conversely, if some fields are required on the page layout, you can ignore those fields. 

Proof of Concept

Now onwards if a business user creates a question with the title Urgent Help, Process Builder will automatically create a new case. It’s time to test out the process.

  1. Now create a question by login into a community
  2. Navigate to the case tab and check out the newly created case

Formative Assessment:

I want to hear from you!  

What is one thing you learned from this post? How do you envision applying this new knowledge in the real world? 

Let me know by Tweeting me at @automationchamp, or find me on LinkedIn.

Have feedback, suggestions for posts, or need more information about Salesforce online training offered by me? Say hello, and leave a message!

10 thoughts on “Getting Started with Process Builder – Part 38 (Automatically Create Cases from Unresolved Questions)

  1. Hi Rakesh, There is no objects named “Question” available in process builder.( Using Feed Item object) I have to create case if a question in community not been replied for next 5 days.
    How we can check that particular question is unanswered for last 1 week.
    Please help.

  2. Hi Rakesh – I’m having the same issue as Chamille. What was the solution? I can create the case, but it’s not linked to the question (FeedItem). Thanks.

  3. Hi Rakesh, can these guides be applied to Questions in the community? We are using the Napili template and it doesnt have the Chatter answers as part of the template, it just uses the ‘Ask a Question’ functionality, and I need to set up some automations for this, such as, Post to internal chatter when a question is posted in community, and create a case when new question is posted. Your guides are pretty much what I need, but they apply to Chatter Answers.

      1. What tweaks would you recommend. I’ve been working on this for quite some time but I haven’t been able to find the correct criteria to make this work for Question to Case.

  4. Wow. I had no idea this was even an option — this would be a really good way to ensure goodwill among our customers who’ve posted and haven’t heard anything. Thanks for this post!!

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