Flow to add a Case Comment to Timeline after a support agent takes ownership of a Case.

Vicasso has identified some common scenarios where Case Comments need to be added to the Email to Case Premium's Timeline after key interactions happen in an Org. In this article, you will find information on how to build a custom Flow to add a comment in Timeline after a support agent takes ownership of a Case. This article is provided as-is, and custom code should be implemented and revised by a local Salesforce Administrator.

  • May 9, 2023
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000005248
Details


Create a Record-Triggered Flow on the Case Object, optimized for actions and related records.
Ownership Flow - 1.png

Add a Decision Element with 2 outcomes:

Ownership Flow - 2.png

Ownership Flow - 3.png

To the Ownership taken from Queue outcome, add an Assignment Element:

Ownership Flow - 4.png

Then add a Create Records Element:

Ownership Flow - 5.png

And then an Email Alert Element:

Ownership Flow - 7.png

By the end, the Flow should look like:

Ownership Flow - 8.png
Title
Flow to add a Case Comment to Timeline after a support agent takes ownership of a Case.
URL Name
Flow-to-add-a-Case-Comment-to-Timeline-after-a-support-agent-takes-ownership-of