With this Swantide Workflow, when an Account has a value populated under the Picklist Field "Service Level" and a Case comes in related to that Account, the flow do the following:
Based on the "Service Level" on the Account, Premium vs Basic, a Premium or Basic Entitlement will be created for the Account if one doesn't exist yet
Once the Entitlement is created, it will update the Case with the Entitlement as well as the Entitlement Process
If an Entitlement does exist for the Account, then it will simply update the Case with the Entitlement and Entitlement Process.
When a Case is created from a Contact record, it will look up the Contact's Account and update the Contact's Case to the Entitlement derived from the Account.
Workflow Metadata Components:
Metadata Name | Description |
Service Level | This custom Picklist Field on Account determines the Account's Service Level (Premium vs Basic). If the Service Level on the Account is "Premium" the Case will get assigned to the "Swantide Premium Entitlement Process". If the Account is "Basic" the Case will get assigned to the "Swantide Basic Entitlement Process". |
Swantide Basic Entitlement | This is the Entitlement Process that comes with the Workflow, streamlining a Basic Path for Case Handling with looser milestones to achieve around speed to close on the Case. |
Swantide Premium Entitlement | This is the Entitlement Process that comes with the Workflow, streamlining a Premium Path for Case Handling with stricter milestones to achieve around speed to close on the Case. |
Swantide - Assign Entitlements to Case | This is the flow that will assign an Entitlement to a Case given there is a Service Level value populated on the Account. If an Entitlement hasn't been created for the Account, the flow will first create the appropriate Entitlement for the Account and update the Case with the Entitlement as well update the Entitlement Process on the Entitlement. |
Seeing this in Salesforce:
Here I have an Account with a Service Level of "Basic" with no Cases related and therefore an Entitlement has not been assigned.
When I create a Case for the Account, you will see that the Case get's updated to the Entitlement Process that should be assigned to the Account as well as the Case getting update with that Entitlement.
On Case Create:
Post Case Create:
On the Case itself, you see it get updated with the Entitlement that was created.
On the Entitlement, you see the Entitlement Process assigned to the Service Level on the Account.
On the Account, you see the Case and Entitlement related to the Account.
