Introduction
In any dynamic customer service environment, it's crucial to keep cases moving and prevent them from stagnating. The "Swantide - Send Email Message to Case Owner for Idle Cases" Flow in Salesforce is designed to address this need by automating the process of sending reminders for cases that have not been updated within a specified timeframe.
How the Flow Works:
Triggering Condition: The flow is scheduled to run daily and checks for cases that have not been updated within a specific time frame (going off the Last Modified Timestamp on the record)
Email Composition: Once an idle case is identified, the flow gathers necessary details such as the case owner’s first name, last name, and email address. It then composes a rich text email which includes a direct link to the case record and a message urging the case owner to take action.
Sending the Email: The composed email is sent to the case owner’s email address, providing them with direct access to the case and details about the required actions.
Variable Inputs to Deploy the Flow:
The first variable input is you to specify a time range in which a Case hasn't been modified (IE Touched). In my example, I am looking back within a 14 day time range to notify Case Owners that a specific hasn't been touched with 14 days at the time the scheduled daily flow is ran at.
The second and third variable input is for you to specify the hour and minute in which you want this flow to run at daily (using a 24 hour time clock). Im my example below, the flow will notify case owners on a daily basis if their cases haven't been touched within a 14 day period at 9:00 AM.
The fourth variable input is for you to add your Salesforce URL so we can link out the Case records in scope.
Lastly, the fifth variable input is for you to exclude any Case Status from generating a Email Notification to the customer. In my example, I want to exclude Case Records from email notification given their Status is "Closed" or "Working"
