Case Flags ensures you never miss a customer response. But what happens when a case goes quiet and needs a proactive follow-up? Our new Follow-Up Process, now integrated directly into the Case Flags setup wizard, allows you to automate re-flagging. Define a specific date and time to alert agents, ensuring no case is left untouched until it is fully resolved.

Enable Follow-Up Process

First, toggle on "Enable Follow-Up Process." A Flow will be created upon the first save and updated with any changes made and saved on this page. Once configured, please confirm that the Flow "Case Flags Follow-Up Process" is active. 

Next, create the Follow-Up fields. For the flow to properly execute, two fields will be required: a "Date/Time" field for when to reflag the Case and a "Text" field for the next steps. While these fields are required for the Flow, they are not required to be on the Case Page Layout.

Start by selecting an existing field to use or creating a new field for the "Follow-Up On" Date/Time. This will be used to set the time that a Case is re-flagged.

Next, select an existing field to use or create a new one for the Next Steps "Text" field. This field will populate the text, showing which next action needs to be taken on a Case.

Automatically Clear Follow-Up Fields on Case Closure

We recommend enabling this setting to streamline case resolution. Once enabled, we will automatically clear follow-up dates and next steps upon case closure, as these actions are no longer required for resolved cases.

Automatically Clear Follow-Up Date/Time on Flag Set

Enable this setting to automatically clear the Follow-Up On Date/Time field when the flag is set on a case. For example, support agents may want to go back and forth via email with a client and have the Follow-Up Date/Time reset every time the flag is cleared. If disabled, the Follow-Up Date/Time field on the case will only clear when the Date/Time is met.



Create Follow-Up Process

Now, define your desired default Follow-Up Process. For example, let's say you would like agents to follow up with the client in 2 days if the Case has had no activity. Use the Default Follow-Up Process to define 2 days in the Follow-Up Time.

Next, define the Default Next Step (Initial Follow-Up). This text field will populate the first time a Case is created. For this example, we can use "Send an initial email to the client."

Next, define the Next Steps (Subsequent Follow-Ups). This will be the text after an action has been taken on the Case. For this example, let's use "Send follow-up email to the client."

Last, select the Aging Speed this process will be assigned to.

Need a more tailored approach? If your premium clients require more frequent check-ins, you can differentiate their follow-up schedules. Instead of a universal rule, you can set specific aging intervals based on the client’s priority level.

You can create multiple Follow-Up Processes based on your needs. Follow the same process above, then select the aging speed that the follow-up process applies. For this example, we will add a new Follow-Up Process for high-priority clients that will re-flag the Case in 4 hours.  

That's it! If you would like end users to be able to edit the follow-up date/time and next steps fields, please add them to your Case Page Layout. Case Flags will re-flag the Case on the specified date and time within the field.

Fields when the flag is set:

Fields when the flag is cleared:

Don't forget to check that the Flow "Case Flags Follow-Up Process" is activated!

Notes:

• To ensure the Follow-Up process leverages holidays, define them in the business hours used with your aging speeds. Please reference this knowledge article for more information.
• The "Next Steps" field can be a long text area field; however, the limit of characters for the "Default Next Steps (Initial Follow-Up and Subsequent Follow-Ups)" texts defined in the setup wizard is up to 255. The full length of the field can still be used when editing it on the case page layout.
• When creating the fields from the setup wizard, they are not automatically added to page layouts or given field-level security permission. You should allow access via a custom permission set if users need it.