Salesforce Platform · Flow Builder9 tasks
Automate Case Lifecycle Flows
Build flows that move cases through their life in Service Cloud, including status changes, escalation and flagging.
Method
How MeshMesh does it
- Builds and deploys a flow that sets Case Status from email activity. Outbound email moves the case to Waiting on Customer and inbound email moves it to Waiting on My Company. Closed cases stay as they are.
- Tests the flow after it is deployed.
- Traces the cause when testing fails. In one case, inbound emails were not arriving because the external mailbox was not forwarding to the Salesforce Email Services Address.
- Works through deploy errors, often around email folders and templates.
- For larger work, writes a phased plan and waits for approval before building anything. The plan covers custom fields, email templates, record-triggered flows, permission sets and testing.
Related work: Automate Record-Triggered Flows.