Example 1 - Clearing the Flag

In this example, we created a Record-Triggered Flow and a Record Update to Clear the Flag when the Case Status is set to On Hold (a custom picklist value we created in the Status field).

Clear the Flag - Create a Record-Triggered Flow

 

Clear the Flag - Add a Record Update element

Give your Flow a name, save it, and activate it!

Example 2 - Setting the Flag

In this example, we Set the Flag when the Status is changed to Re-Opened (a custom picklist value we created in the Status field). Note the second criterion which makes sure the Flag is not already set to prevent re-setting the Flag with the new date/time.

Setting the Flag - Create a Record-Triggered Flow

Create a new Formula Resource



Set the Flag - Add a Record Update element

Give your Flow a name, save it, and activate it!
 

Example 3 - Notify the Case Owner 2 hours before the Flag turns Red

In this example, we have configured a Flow to Notify the Case Owner when a case flag is approaching a Red Flagged Status. In Our Case Flag Setup Wizard, a Red Flag was configured to be set upon 8 hours of a flagged case and is the 4th Case Flag Escalation Time. Our Flow notifies the Case Owner 2 Hours before the flag turns Red.
 

Notify Case Owner - Create a Record-Triggered Flow

Create a Scheduled Path



Notify Case Owner - Add an Email Alert to the Scheduled Path

 

Don't forget to name, save, and activate your Flows after you complete them!

These are only a few examples of how you can customize Case Flags with Flows. You can create Flows on the Case, Case Comment, and Email Message objects. Salesforce currently does not support cross-object Field Updates from the Activities object.

Please note that this article is provided as-is and that customization using Flows is not supported under the scope of support provided with the Case Flags application. For further assistance, please contact your Salesforce administrator or Salesforce implementation partner.