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

Let’s start with a business use case

Business Use case

Rachel Gillett is working as System administrator in Universal Container. She has received a requirement from the management, auto creates a case whenever a new question is created, which contains word Urgent help in the title.
Solution for the above business requirement

There are a few possible solutions for the above business scenario, but we’ll use Process Builder and Create a record action to solve the above business requirement. Follow the below instructions to create a Process Builder to resolving the above business requirement

1. Click on Name | Setup | App Setup | Create | Workflows & Approvals | Process Builder  and click on the New button, Enter Name, API Name and then click on the Save button
2. To create a new process from scratch, click on the New Button available on Process Management page. A popup will appear where you have to enter the Name (Use Automatically Create Cases from Unresolved Questions as name), API Name and Description as shown in the below screenshot

DEFINE PROCESS PROPERTIES

3. The next step is to add entry criteria. For this click on Add Object, select Question object and for the entry criteria, Select only when a record is created, as shown in the below screenshot, once you are done click on the Save button

EVALUATION CRITERIA

4. The next task is to add Process Criteria, To do this click on Add Criteria, enter Name, Type of action and set filter conditions  (In this case set [Question].Title Contains Urgent Help) and click on the Save button, as shown in the following screenshot

PROCESS CRITERIA

5. Once you are done, click on the Save button it will redirect you to Process Canvas. Now we have to add an Immediate action to create a case, for this, we will use Create a Record action. Use Field Picker to select the field Description and Text Entry field to enter a comment or sentence. Please refer the following screenshot for more information

ADD ACTION – CREATE A RECORD

7. Once you are done, click on the Save button, it will redirect you to Process canvas. Finally, the Process will look like the following screenshot

Don’t forget to active the Process by clicking on the Activate button.

Proof of concept

 1. Now create a question from the community user login via the UI

CREATE A QUESTION

2. Navigate to the case tab and check out the newly created case

QUESTION TO CASE

Note: –  I will suggest you to implement this first on your developer org, test it and then move it to production.

Original Source From Automation Champion