A prerequisite to this workflow is Assign Entitlements to Cases
The Swantide Workflow is designed to streamline the process of managing case assignments based on entitlements. This flow ensures that account entitlements are set on a "Per Incident" basis and allocates a specific number of cases per entitlement based on the Account's Service Level (Premium vs Basic), enhancing the efficiency of case management and adherence to service level agreements (SLAs).
When deploying this Workflow, you will be asked how many cases "Basic Entitlements" and "Premium Entitlements" are Entitled too.
When the Entitlement is created in Salesforce, you will see that the Number of Cases for a Basic Entitlement is set to 50, while the Number of Cases a Premium Entitlement is set to 100.
Example of a Basic Entitlement:
Example of a Premium Entitlement:
How It Works
Trigger: The flow is auto-launched upon the creation of an 'Entitlement' record within Salesforce.
Evaluation: It evaluates the 'SlaProcess.Name' field to determine the service level of the account (Premium or Basic).
Assignment: Based on the evaluation, it assigns a predefined number of cases per entitlement, marks the 'Per Incident' field checkbox, and updates the 'RemainingCases' field accordingly.
Key Components
Entitlement Record: The starting point for the flow, which triggers the automation.
SlaProcess.Name Field: Used to determine the service level of the account.
RemainingCases Field: Updated with the number of cases remaining per entitlement.
Per Incident Checkbox: Marked true to indicate the entitlement is per incident.
Benefits
Efficiency: Reduces manual steps by automatically assigning cases to entitlements.
Accuracy: Ensures that the correct number of cases is allocated based on the account's service level.
SLA Adherence: Helps in maintaining service level agreements by managing case assignments effectively.
Conclusion
The "Swantide - Assign Cases Per Entitlement" flow is an essential tool for Salesforce users who aim to automate the process of linking cases to entitlements. By ensuring that no entitlement is created without the appropriate number of cases assigned, this flow plays a crucial role in the efficient management of customer service processes.