Selective Processing for Case Split Detection

When running the Case Split Agent Extension, you may choose to process all cases through the Organization-Wide Processing setting or specify only select types of cases via a Flow or Apex trigger, a process we call "Selective Processing."   When should Selective Processing be used? When certain types of cases should be excluded from the detection of multiple issues, such as: Proactive cases: if you open support cases on behalf of customers to assist with one-time implementations, product adoption reviews, or to discuss the purchase of additional licenses.Internal cases: those created for different teams within your company, such as to fix bugs, handle internal IT issues, or answer HR-related questions.  This article guides you on implementing the "Selective Processing" option via a custom-built Flow.

  • Aug 27, 2025
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000005431
Details

Create a Flow to enable certain types of cases to be processed by the Case Split Detection:

  • To start, go to Salesforce Setup | Flows | New Flow.
  • Select Start From Scratch and click Next

  • Select Record-Triggered Flow and click Create

  • Select Object = Case
  • Configure Trigger = A record is created or updated
  • Set Entry Conditions = All Conditions are Met (AND); Field = Type, and set the specific Case Types that should be used for selective processing in Case Split
  • When to Run the Flow for Updated Records = Only when the record is updated to meet the condition requirements
  • Optimize the Flow for = Actions and Related Records

  • Add a new Update Records Element to the Flow by clicking the + sign and selecting Update Records from the Data section
  • Label = Enable Split Detection
  • API Name = Enable_Split_Detection
  • How to Find Records to Update and Set Their Values = Use the case record that triggered the Flow
  • Set Filter Conditions = All Conditions Are Met (AND); Field = Type, and set the specific Case Types that should be used for selective processing in Case Split
  • Set Field Value for the Case Record:
    • Field = cs_agent__Enable_Split_Detection__c; Value = True

  • Save and activate your "Case Split Selective Processing" Flow

 

This article is provided as-is, and support for custom automation, such as Flows, is outside the scope of our AppExchange App Support Process. 

Title
Selective Processing for Case Split Detection
URL Name
Selective-Processing-for-Case-Split-Detection
Case Split