In today's fast-paced service environment, keeping track of case numbers against entitlements is crucial for maintaining excellent customer service standards. Salesforce's "Manage Case Number on Entitlements" flow ensures that your service agreements are accurately managed, providing a seamless experience for both your service team and your customers.
Overview
The "Manage Case Number on Entitlements" flow is an auto-launched Salesforce flow designed to update entitlement records whenever a case is created. This flow plays a pivotal role in tracking the number of cases created against an entitlement and the remaining cases allowed under the service agreement.
Key Features:
Automatic Updates: The flow triggers automatically upon the creation of a case, updating the 'RemainingCases' and 'Number of Cases Created' fields on the associated entitlement record.
Differentiation Between Entitlement Types: It distinguishes between 'Basic' and 'Premium' entitlements, applying different logic to manage each type effectively.
Which is set up when you deploy the "Assign Entitlements to Cases" workflow.
Decrements and Increments: For every case created, the flow decreases the 'RemainingCases' by one and increases the 'Number of Cases Created" by one, ensuring accurate tracking of entitlement usage.
Variable Inputs:
Input 1: Specify if you want to get an Email Notification if the "Number of Remaining Cases" number field dips below the threshold you set for Input 2.
Input 2: Enter a Number where in the event that the "Number of Remaining Cases" equals to or dips below this number, you want to update the Account Owner, as well as additional recipients.
Input 3: If you opted in to receiving notifications, add additional recipients who should receive this notification outside of the Account Owner.
Input 4: Lastly, add in your Salesforce URL so we can link out the related records in the email body.
Example Variable Inputs:
Email Alert that Comes with this Workflow:
Benefits
Improved Service Agreement Management: Ensures that service agreements are accurately maintained, reflecting the correct number of cases allowed and created.
Enhanced Customer Service: Helps the service team to manage customer expectations by providing up-to-date information on their entitlement usage.
Operational Efficiency: Automates the process of tracking case numbers against entitlements, reducing manual work and potential errors.
Conclusion
The "Manage Case Number on Entitlements" flow is an essential tool for Salesforce users in the service industry. By automating the management of case numbers against entitlements, it ensures that service agreements are accurately maintained, enhancing both operational efficiency and customer satisfaction.