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  • Tag: Email Answers Threads

    • Getting Started with Salesforce Flow – Part 54 (Auto-follow a Chatter Question After Reply)

      Posted at 5:31 PM by Rakesh Gupta, on January 19, 2021

      Big Idea or Enduring Question:

      How do you ensure a user is notified about additional replies to a Chatter Question she answered?

      With Chatter Questions, users can ask questions in their Chatter feed, in groups, and in records. Select Question from the Chatter publisher’s action menu, or click the Question tab. After a question is asked, moderators and the person who asked the question can select the best answer. The best answer is prominently displayed in the feed, allowing other users to quickly and easily find the information they need.

      Your users can organize their information with the question title and details about their question. They can ask the question to their followers, to a group, or to a specific person, as they can with other Chatter feed items. 

      In the past, I have written a few articles on automating Questions and automation. Why not check them out while you are at it?! 

      1. Getting Started with Process Builder – Part 29 (Auto Remove Followers from Questions with best replies)

      Objectives:

      After reading this article, you will be able to:

      • Use Flow to identify if a user is already following a question
      • If the user is not following the question, add the user as a follower
      • Automatically trigger a Flow upon a question being answered

      Business Use Case 

      Universal Containers is using Chatter Questions for their Internal support. When users answer questions, they don’t remember to go back and check for subsequent questions or feedback. Leadership has reminded everyone to follow the questions they answer, but people don’t usually remember. Therefore, Leadership has asked Steven Greene, a Lead System Administrator to come up with a solution so users are always added as followers to questions they answer.

      Automation Champion Approach (I-do):

      There are a few possible solutions for the above business scenario, but I’ll use After-save Record-Triggered Flow to solve the business requirement. 

      Check out this article to understand why we are using after-save record-triggered flow for this scenario. 

      Let’s take a pause here, familiar yourself with the QuestionSubscription Object in Salesforce. It represents a subscription for a user following a Question.

      Field Name Details
      QuestionId The Id of the Question which the user is following.
      SubscriberId The Id of the User who is following the Question

      Whereas Reply represents a reply that a user has submitted to a question in an answers community. 

      Before discussing the solution, 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 2 steps to solve Steven’s business requirement using Salesforce Flow. We must: Read the rest of this entry!

      Posted in After-Save Flow, Chatter, Salesforce Flow | 8 Comments | Tagged Advance flow, Answer Community, Answer Zone, Auto follow Answer, auto follow answers, Auto Follow Chatter Question, Auto follow Question, Auto follow question after answer, Auto follow Question after reply, Auto follow Question in Chatter Answer, Chatter answer, Chatter Answer Question, Chatter Answer Question email, Chatter Answers Email Notification Settings, Chatter Q&A, Chatter Question, Chatter Question and Answer, Chatter Reply, Cloud Flow, Decision element, Email alert for best answer, Email alert for new reply to question, Email Answers, Email Answers reply, Email Answers Threads, email for Best Answers, Email for new reply, email for new reply to question, Email for question you follow, Email Question reply, flow, Flow examples, Flow exmple, FlowRockstar, Follow ansswer after reply, Follow Question after reply, Follow Question in Chatter Answer, Get Answers, Get Answers reply email, Lightning Flow example, New Flow, QuestionSubscription, Record Create, Record Lookup, Reply, Salesforce Flow, Salesforce Flow Example
    • Various ways to setup email notification for Chatter Answers

      Posted at 9:48 PM by Rakesh Gupta, on August 16, 2014

      Email Notification for Chatter Question

      Chatter Answers is a self-service and support community where users can post questions, receive answers and comments from other users or your support agents. Chatter Answers bring together Cases, Questions, Answers, and Knowledge article in a unified experience. In this article I will discuss various ways to setup email notifications for Chatter Answers. I am also going to discuss few business use cases and their solution.

      1) Chatter Answers email notification Settings

      Salesforce.com provides out of the box feature to setup email notifications for Chatter Answers, So System administrator can choose email notification options for their organization by following the path Name | Setup | App Setup | Customize | Chatter Answers | Email Notification Settings and possible options are
      1) Replies to a question they own
      2) Replies to a question they follow
      3) Selects a best answer on a question they follow
      4) Sends a private reply to their question (Customer Support)

      Chatter Answers Email Notification Settings

      Chatter Answers Email Notification Settings

      But there are many business scenarios those are not falling under above category, I will discuss few here.

      2) Question belongs to specific zones

      Business Use case : – Universal Container is using Chatter Answer for their Internal support. They want to send an email alert to Public group (Product Experts) for all questions created in Zone = “Internal Issues“.

      Solution of above business requirement

       To solve the above business requirement I will use Workflow Rule (on Question object) to send an Email alert. To create a workflow on the Question object follow the below instructions

      a) Click on Name | Setup | App Setup | Create | Workflows & Approvals | New Rule
      b) Select an object  Question from the drop-down
      c) Enter Name, for Evaluate criteria  select Created, In Rule Criteria select Question Body != Null and Zone = Internal Issues as shown in the following screenshot

      Question belongs to Zone Internal Issues

      Question belongs to Zone Internal Issues

      d) Add one Immediate Workflow Actions i.e. New Email alert as shown in the following screenshot

      Email Alert to Product Experts

      Email Alert to Product Experts

      e) Save the workflow and activate it.

      Note :- If you want to send email alert for every Chatter question then include all Zones in workflow rule entry criteria like Zone !=  Null.

      3) Question with no reply within time limit

      Business Use case : – Universal Container has their internal team of experts to reply customer questions. They want to send an email alert to Public group (Product Manager) for question doesn’t have any reply after 5days of its creation.

      Solution of above business requirement

      The reply is basically the response to a question in an answers community. To solve the above business requirement I will use Time Based Workflow Rule (on Question object) to send an Email alert. To create a workflow on the Question object follow the below instructions

      a) Click on Name | Setup | App Setup | Create | Workflows & Approvals | New Rule
      b) Select an object  Question from the drop-down
      c) Enter Name, for Evaluate criteria  select Created, and any time it’s edited to subsequently meet criteria ( To create a time dependent workflow), In Rule Criteria select Number of Replies <= 0 as shown in the following screenshot

      Question with no reply

      Question with no reply

      e) Click on Add Time Trigger button and Set the length after how many days/hours workflow will fire  i.e.  in hours and days, In this case select 5hr after the Question: Created Date. Now add one Email alert action for the time-dependent workflow to send email notification to Public group (Product Manager). You can take help from the following screenshot

      Time based email alert

      Time based email alert

      e) Save the workflow and activate it.

      4) Question Report Abuses above limit

      Business Use case : – Universal Container wants to send an email alert to their System administrator (i.e. Rakesh Gupta) for questions which has more than 10 report abuse.

      Solution of above business requirement

       Any users from the community can flag a question as Spam, Inappropriate or Hateful, as shown in the below screenshot

      Flag question as Spam

      Flag question as Spam

      To solve the above business requirement I will use Workflow Rule (on Question object) to send an Email alert. To create a workflow on the Question object follow the below instructions

      a) Click on Name | Setup | App Setup | Create | Workflows & Approvals | New Rule
      b) Select an object  Question from the drop-down
      c) Enter Name, for Evaluate criteria  select Created, For Rule Criteria select Number of Report Abuses >= 10 as shown in the following screenshot

      Question with more then 10 report abuse

      Question with more then 10 report abuses

      d) Add one Immediate Workflow Actions i.e. New Email alert as shown in the following screenshot

      Email Alert to System Administrator

      Email Alert to System Administrator

      e) Save the workflow and activate it.

      5) Reply Report Abuses above limit

      Business Use case : – Universal Container product team closely watching customer activity on Chatter Answers. They wants to send an email alert to the System administrator (i.e Rakesh Gupta) for all replies which has more than 5 report abuse.

      Solution of above business requirement

       To solve the above business requirement I will use Workflow Rule (on Reply object) to send an Email alert. To create a workflow on the Reply object follow the below instructions

      a) Click on Name | Setup | App Setup | Create | Workflows & Approvals | New Rule
      b) Select object  Reply from the drop-down
      c) Enter Name, for Evaluate criteria  select Created, For Rule Criteria select Number of Report Abuses >= 5 as shown in the following screenshot

      Reply with more then 10 report abuse

      Reply with more then 10 report abuses

      d) Add one Immediate Workflow Actions i.e. New Email alert as shown in the following screenshot

      Email Alert to System Administrator

      Email Alert to System Administrator

      Note:- I will suggest you tov Implement this first on your developer org test it and then move it to Production. Let me know if you have any difficulty to Implement it.

      Posted in Chatter, Workflow Rule | 4 Comments | Tagged Answer Community, Answer Zone, business requirement, Chatter answer, Chatter Answers, Chatter Q&A, Chatter Question, Chatter Question and Answer, Chatter Reply, Email alert for all Chatter Question, Email alert for all ChatterAnswers, Email alert for best question, Email alert for new reply to question, email alert on best answer on a question, Email alert on Chatter Question, Email alert on no reply to question, Email alert on privtae reply to question, Email alert on Question belongs to specific zones, Email alert on Question Report Abuses above limit, Email alert on Question with no reply within time limit, email alert on replies to a question, Email alert on replies to a question you follow, email alert on replies to a question you own, Email alert on Reply, Email alert on report abuse Answer, Email alert on report abuse Chatter Answer, Email alert on report abuse Reply, Email alert when Chatter Question has no repy, Email Answers, Email Answers reply, Email Answers Threads, Email for new reply, email for new reply to question, Email for question you follow, email notification, email notification for Chatter Answers, Email Question reply, Question belongs to specific zones, Question object Salesforce, Question Report Abuses above limit, Question with no reply within time limit, Reply, Reply Object Salesforce, Reply Report Abuses above limit, workflow rule.
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    • Recent Posts

      • Getting Started with Salesforce Flow – Part 58 (Customize Previous, Next, Finish, and Pause Button Label for Screen Flow!)
      • Streamline Data Collection with Salesforce-Connected Forms
      • Getting Started with Salesforce Flow – Part 56 (Merge Chatter Topics with the Help of Salesforce Flow)
      • Getting Started with Salesforce Flow – Part 57 (Adding Validation to Flow Screen Components)
      • Getting Started with Salesforce Flow – Part 55 (Add or Remove Followers to a Record with the Help of Salesforce Flow)
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