salesforce task assignment email template

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Custom Email Notification for Completed Tasks

Last Updated on April 3, 2022 by Rakesh Gupta

Big Idea or Enduring Question:

How do you send custom email notifications for the completed tasks to the Assignor?

Objectives:

After reading this blog post, the reader will be able to:

• Create a record-triggered Flow to send custom email notifications for the completed tasks to the assignor
• Create an email template in Flow
• Use Send Email flow action

Business Use case

Warren Mason is working as a System administrator at Universal Containers (UC) . He has received a requirement to  send out an email notification for completed tasks to the assignor. 

Automation Champion Approach (I-do):

A Salesforce Flow will automatically take action when a record meets specified criteria. It has a great capability to send out email notifications to a lot of different objects . This will allow you to notify a person or groups of people via email whenever it meets the evaluation and meets the conditions specified. 

Salesforce doesn’t have out-of-the-box features to notify the assignor when the assignee completes a task. For example, let’s say the  Sales manager  ( Daniela Ruah ) assigned a task to a  Sales rep  ( Jessica Smith ) to follow up with one of her key customers to check the status of last quarter’s bills. By default, when  Jessica  completes the assigned task,  Daniela  (sales manager) will not receive any email notifications. 

To solve this requirement, we will use the After-save Record-Triggered Flow . Check out this article to understand why we are using after-save record-triggered flow for this scenario.

Guided Practice (We-do):

There are 4 steps to solve warren’s business requirement using Record-Triggered Flow . We must:

• Define flow properties for record-triggered flow
• Add a Text Template to construct the email body
• Add a decision element to check if the task owner and the assignor are not the same people
• Add a core action send email to send out an email

Step 1: Define Flow Properties

• Click Setup .
• In the Quick Find box, type Flows .
• Select Flows then click on the New Flow .
• Object : Task
• Trigger the Flow When : A record is created or updated
• Condition Requirements: None
• Optimize the Flow For Action and Related Records
• Click Done .

Step 2: Add a Text Template to Create Dynamic Email Template

 Now we’ll create an email template using the Text Template . The text template allows you to specify the multi-line messages.  It also allows you to use HTML code.

• Under Toolbox , select Manager,  then click New Resource  to create a text template. 
• Resource Type : Text Template
• API Name : textT_EmailBody
• Select View as Rich Text
• Hi {!$Record.CreatedBy.FirstName},
• Task {!$Record.Subject} ( https://myautomationchampion-dev-ed.lightning.force.com/ {!$Record.Id}) is successfully completed by {!$Record.Owner:User.FirstName}

Step 3: Using Decision Element to Check if Status is Completed and, Task Owner and Assignor is Not Same Person

Now we will use the Decision element to check the following:

• Task status is completed
• Task owner must be a Salesforce User
• Task owner and assignor is different people
• On Flow Designer, click on the +icon and select the Decision element.
• Enter a name in the Label field; the API Name will auto-populate.
• Under Outcome Details , enter the Label the API Name will auto-populate.
• Resource: {!$Record.Status}
• Operator: Is Changed
• Value: {!$GlobalConstant.True}
• Add Condition
• Resource : {!$Record.Status}
• Operator : Equals
• Value : Completed
• Resource: {!$Record.OwnerId}
• Operator: Start With
• Value:   005
• Resource:   {!$Record.OwnerId}
• Operator: Does Not Equal
• Value: {!$Record.CreatedById}
• When to Execute Outcome : If the condition requirements are met .

Step 4: Add Send Email Action to Notify Assignor 

• On Flow Designer, below the Completed node, click on the +icon and select the Action element.
• Search and select the Send Email from the dropdown menu
• Label the new action Notify Assignor
• Body: {!textT_EmailBody}
• Subject: Task Completion Notification – {!$Record.Subject}
• Email Addresses (comma-separated): {!$Record.CreatedBy.Email}
• Rich-Text-Formatted Body: {!$GlobalConstant.True}

• Click Save .
• Enter  Flow  Label  the   API Name  will auto-populate.
• Click Show Advanced .
• API Version for Running the Flow : 54
• Interview Label :  Record-Triggered: Task After Save {!$Flow.CurrentDateTime}
• Click Save . 

Proof of Concept

• W hen  Jessica  completes the assigned task,  Rakesh Gupta  will receive the following email notification. 

Formative Assessment:

I want to hear from you!

What is one thing you learned from this post? How do you envision applying this new knowledge in the real world? Feel free to share in the comments below.

Submit Query!

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37 thoughts on “ custom email notification for completed tasks ”.

Hi Rakesh, thank you for sharing this solution. Can you advice on how to set up email notification when a step is NOT completed? Ideally, a notification should be sent to a manager of a Sales Representative with information on the overdue steps. How would you go about configuring this? Thank you!

Sure, to set up email notifications for uncompleted tasks, you have two options: either use a time-dependent action in Flow or use a Scheduled-Triggered Flow.

If you mean uncompleted steps in a completed task, then add a decision in the same flow to check the step criteria and send out an alert to the manager.

Thank you, Rakesh. This is so helpful. Have you try replacing the email body text template for a lightning template? I have a similar use case but is on the “Deliverable” object (NPSP custom object) but I haven’t been able to make it work because I keep missing the “Recipient ID”. Maybe the functionality it is not available if you trigger in custom objects?

I’m glad you found the information useful! Regarding your question about replacing the email body text template with a Lightning template, it’s definitely a viable approach.

If you could provide more details about your current use case, setup and the specific issues you’re facing with the “Recipient ID”, I might be able to offer more specific insights. Understanding the exact nature of the problem will help in diagnosing the issue more effectively.

How I am able to add additional recipient just like email alert in Flow ? I am trying to use “Recipient Email Addresses (comma-separated)” option but it prompt me error that I am in an invalid email format. Currently under this section already have a Get Record resource created to grab the email from user in Account Team and I would like to add an additional email but not a user in Salesforce.

You have to try something like this:

1. Create a Text variable Collection 2. Add Account Team member’s email to the Text Variable 3. Add Text variable to Email Addresses (Collection) when using Send Email static action 4. Add Additional email to Email Addresses (comma-separated)

Hello Rakesh! Nice explanation. I have a question. Is it possible to send this email message to a queue?

Yes, if queue has an email address.

First of all Thank you for the detailed approach to explain the functionality. I created a flow but Emails are not getting Delivered. deliverability is set to all emails., Using API version 56

Check out this article on how to Troubleshoot Delivery Problems for Salesforce Emails .

is there a way to prevent hardcoding this URL ( https://myautomationchampion-dev-ed.lightning.force.com/ {!$Record.Id}) or saving it in a custom label and using in email body, that way when we deploy the email template from sandbox to production, the url will not break . ?

Yes, either use Custom Label or read this article to understand how to get base url https://automationchampion.com/2022/04/25/how-to-get-salesforce-org-base-url-in-flow-2/

Hello Rakesh. Thank you so much for this! One issue I’m coming across is when I enter {!$Record.CreatedBy.Email} in the Send Email action, it gives me an error saying “These issues don’t prevent activation, but can cause problems when you run the flow. Notify_Task_Assignor (Action) – These email addresses are invalid: {!$Record.CreatedBy.Email} . Use this format: [email protected] .” Any idea of how to resolve this? Thank you again!

I tried in my developer org, and it didn’t give any error to me. Active the Flow and test it and let me know how it goes.

Thank you for the quick reply! No luck unfortunately. The flow is activated but when I had my co-worker mark the task as completed, no email notification came through. The flow won’t even let me save changes with {!$Record.CreatedBy.Email} inputted unless I add a space or comma at the end of it. And when I do that, it gives me the error I mentioned initially. Are there any workarounds that you’re aware of? Thank you again!

Please share send email and Flow screenshots with me.

Will do. What email address should I send the screenshots to? Thank you again for your time and help.

Check your email. I am happy to help.

Don’t copy and paste values from blog instead manually enter the value by clicking Record > Created By > Email.

It’s working now after changing the API version to 49 and updating the values. Thank you for your help and your excellent blog!

Hello I have tried this but Using the “{!varRTask.CreatedBy.Email},” in the email of the flow gives out an warning message that the format should be [email protected]

Is it possible to send a screenshot to me?

Can you explain this.. Field: Task | OwnerId (assigned to? created by? last modified?)

Assigned To – Represent a Person or Queue to who owns the Task. Created By – Person who creates the Task Last Modified – The date and timestamp for changes made to an individual record, including the User who made the change.

This is so useful, Rakesh, thank you! (I just implemented based on a user recent request). A comment and a question. Task.OwnerId is the field ‘Assigned To’ of the Task object (I don’t know if this has changed overtime). The question I have is: on the email communication, is there a way to include the record name (e,g,, Campaign Name) the task is attached or related to?

Task.OwnerId is the API name whereas Assigned To is the Field label. If you want to include the record name, you have first to query the record details and then update the Text template.

Hi there! Can you re-do this for the new flow builder that just came out in Winter 19? It’s completely different!

Yes, but in a few weeks 🙂

Rakesh, Can you make the replies / comments editable/deletable?

Sorry I don’t have any idea

Okay. Thank you.

I got it. We are setting values to the variables in the process builder. I overlooked the process builder part.

Thank you, Rakesh. Never thought Flows are this simple.

In the Record lookup, It’s filtering based on Assignor Id and Assignee Id. ( Where Id Equals VarT_AssigneeID & Where id equals VarT_AssignorID). But where did you actually assign values to those variables? Don’t they contain ‘null’? Did you miss that part in this article?

Nope, we are passing the value to these variables via Process Builder

Thanks Rakesh for fantastic series! I was looking for this one from past few days. Keep up your good work.

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Home » Video » Automate This! — Use Text Templates in Record-Triggered Flows with Nana Gregg

• Automate This! — Use Text Templates in Record-Triggered Flows with Nana Gregg

Welcome to another “Automate This!” In this live-streamed video series, we cover all things automation, from use cases and best practices to showcasing solutions built by #AwesomeAdmin Trailblazers like you. With automation, you can remove manual tasks, drive efficiency, and eliminate friction and redundancy. In this episode, four community Flow experts showcase a Flow feature you can use in record-triggered flows. This blog post covers the Text Template feature Nana Gregg showcased during the episode.

There are some amazing Flow features that have come out since the inception of Flow. For those who’ve used Flow since the beginning, I suspect we tend to stick with our old tried and true methods. For newbies, learning about the newer features can be daunting.

One of the features I think is often underutilized is Text Templates!

Dynamic text for all the things

There are so many amazing use cases for text templates in record-triggered flows. Let’s start with a few examples.

When someone updates an opportunity to various stages, you want to create Chatter posts that use field values from the opportunity, account, and record owner.

Or, how about when a new hot account is created? You want to send an email to the account or territory owner about the new account, including some details from the record so they have everything they need at their fingertips. Or, perhaps you’d like to send a Slack message to the Sales Team channel so they can help collaborate on the new account.

When a case gets created, you can send the case contact an email confirming the case was created, and then create a task for the support team to complete certain steps as they work the support case.

Make it pretty! Oh, so pretty!

Did I mention, with text templates, you can use either the plain text or rich text format?

Bold, underlining, bullets, images… everything your little heart can imagine and design using HTML or the Rich Text formatter.

So, you can really step up your game and give your end users a fabulous user experience. You’ll want to play around with both formats as you prepare your templates. Some things, like Email Subjects, need to be plain text. You can tell pretty quickly with testing what works where.

Oh, the possibilities!

So now you know that you can use text templates in Flow as souped-up mail merge docs for all the things.

Think about the possibilities in other types of flows as well!

Have an Experience site where someone fills out a screen flow form? Gather their data in your flow and send them a confirmation email with the data they entered.

Chatter posts are a great way to replace emails for internal notifications. Use a subflow with various decisions and templates based on the notification type needed. Pass your input variables into the subflow to populate your text templates. Keep all your notifications in one place for easy maintenance.

Have you used Text Templates? Try it! I think you’ll like it! It’s a simple feature that can really give you more bang for the buck.

• Salesforce Help: Flow Resource: Text Templates
• Trailhead: Learn About Flow Resources and Variables
• Salesforce Admins Blog: How I Solved This: Use Flow and Slack to Drive User Collaboration

Want to see more good stuff? Subscribe to our channel!

Nana Gregg started out as an Accidental Admin in 2007! Since then, she’s added Salesforce MVP Hall of Fame, speaker, blogger, Community Group Leader, inventor of the E.A.S.Y. way to be an Awesome Admin, and Solution Architect to her list of achievements. She’s also a yogi, runner, and general all-around Trailblazer.

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Salesforce Tasks Guide: How to Use, Task Types, & Management

Casey O'Connor

What Is a Salesforce Task?

How do i use tasks in salesforce, what are the task types in salesforce, creating tasks, managing tasks, common sales tasks, create and update salesforce tasks in your inbox with yesware.

Salesforce is one of the most robust and all-encompassing CRM systems available to sales teams.

So much power in a single software platform can be a gift, but also sometimes a challenge. There are so many things for a salesperson to get done in a day; add to that the tediousness of learning a complex operating system, and salespeople can quickly become overwhelmed.

Salesforce has a solution to help mitigate that issue. The software offers salespeople the opportunity to keep track of their to-do list with their Salesforce Task feature.

In this article, we’ll go over everything you need to know about Salesforce Tasks, including how to create and manage them, and some of the most common types.

Here’s what we’ll cover:

• Create and Update Salesforce Tasks in Your Inbox

Salesforce Tasks are the platform’s version of a to-do list.

The feature helps salespeople stay on top of what tasks need to be completed and when. It helps keep deals moving forward and prevents overwhelm for Salesforce users.

Salesforce Tasks keep running track of time-sensitive one-time, recurring, and follow-up tasks. 

In most cases, the platform provides users with daily reminders of what’s coming up on their to-do lists. 

The Salesforce Tasks feature works best when it’s utilized to its fullest potential.

Salespeople should strive to update the “next task” field as consistently as possible. If you’re a Salesforce user and you frequently find that you have no imminent tasks on your agenda, it probably means you’re not using the feature to its fullest extent.

It’s also important that users fill out all relevant details for each of the tasks they create. Salesforce Tasks offer users the option to fill out the Task subject, its due date, and assign it to relevant and responsible parties.

Users can see their upcoming, assigned, and delegated tasks in:

• Activities list view
• Calendar view
• Chatter feeds
• Related objects

The details available and where to find them depend on the type of task.

There are three main types of Salesforce Tasks: general tasks, follow-up tasks, and recurring tasks. Each is relatively self-explanatory as far as their purpose, but they vary slightly in how they can be viewed, accessed, and integrated into your workflow.

Most glaringly, it’s important to note that recurring tasks are not assigned due dates. Salesforce Lightning doesn’t display a due date at all for these types of tasks, while Salesforce Classic sets their due date as “recurs.” These tasks are also not displayed in your Chatter feed.

Finally, there’s a limit to the number of how many recurring tasks a user can create.

Each type of task can be related to any Salesforce object. Tasks may be connected to leads, contacts, campaigns, accounts, and contracts — just to name a few.

Salesforce Tasks can be created from any Salesforce object.

With that in mind, there are a variety of ways to create a new task depending on your interaction with the platform.

In Salesforce Lightning , create a new task by finding the Activity Tab (usually on the left side of the window) and click “New Task.”

In Salesforce Classic, there are a number of ways to create a new task:

• From the Home tab, find “My Tasks” and click “New.
• From the Sidebar, find the “Create New” drop-down list and click “Task.”
• From the Open Activities related list, click “New Task.”
• From Calendar Day or Week View, find “My Tasks” and click “New.”
• From the Activity List View, click “New Task.”

You can also create a new task directly within the Chatter feed for any record, or on the Detail page of a record. Salesforce will automatically connect the new task to the record.

New tasks are automatically assigned to the user creating them, but there is also the ability to assign a task to anyone on your staff that you can access, or anyone under you in your organization’s hierarchy.

To assign tasks to multiple people (up to 100 users):

• On the “New Task” page, find the “Assigned To” field and click the “Lookup” icon.
• In the “Lookup” window, select the tab labeled “Multiple Users.”
• Use the drop-down list in the “Search” field to find relevant users. 
• You can also select users from the “Available Members” list. 
• When you’ve selected the relevant users, click “Done.”
• Save the task. 

All users assigned to the task will receive copies of it.

Salesforce users can create up to 200 Tasks.

Tip: How to Use Salesforce to Manage Your Sales Process .

There are many ways to stay on top of which Salesforce Tasks are due in the near future. 

Both Salesforce Classic and Salesforce Lightning will prompt users with reminders in the notification section of their interface.

You can also find and manage Tasks in the following ways:

• In the Tasks tab
• On the Homepage using a Contact View (this method will show up to 5 tasks)
• Through Records via the Activity Timeline (Salesforce Lightning) or Activity Related Lists (Salesforce Classic)
• In a Kanban View for Opportunities
• In Activities Reports
• In Activities List View 
• In Calendar List View
• Directly in the Chatter feed for any related record that’s mentioned

For a primary point of reference, a user’s “Today’s Task” window shows past, upcoming, and past due events. You can access this from the Home tab under “My Tasks.”

Past Activities shows all completed tasks, and Next Steps shows all open ones.

To show that a task is completed, you can click the check box next to the Task, or click the Task name and update its status. Click the check box to show that a task is completed.

It’s worth noting that Salesforce has a unique approach to Overdue Tasks. A Task will only show up as Overdue if it’s more than 30 days late.

The intention here is to avoid muddying the waters about what a seller’s highest priority is at that very moment. In many cases, it’s more important to focus on the next upcoming Task than it is to shift attention to an overdue one.

Tip: What other tools are you using in your tech stack? Check out our free guide and blueprint on optimizing the process below.

Every Salesforce user will ultimately use their Tasks feature differently to suit their own personal needs, but there are several popular ways to use it that are universal to just about every sales rep.

Salesforce users can use Tasks to:

• Set a reminder about when to follow up with a certain contact
• Remind them to book a demo with a prospect
• Schedule time to prep for a demo
• Send quotes in a timely manner
• Book a call at the right time

Remember that in addition to one-time Tasks, Salesforce can also help users book recurring and follow-up ones.

Yesware integrates with Salesforce directly in your Outlook or Gmail inbox, giving you access to all of your CRM data in a single window.

From here, you can easily update Tasks, Leads, Contacts, Accounts, Opportunities, and more. 

You can also combine the power of Yesware and Salesforce together to create reports that detail your team’s productivity and performance.

Try Yesware for free today .

Does your team use Salesforce Tasks? Do you find that they make your sales process more efficient? How would life be easier if you could do that directly from your inbox?

Get sales tips and strategies delivered straight to your inbox.

Yesware will help you generate more sales right from your inbox. Try our Outlook add-on or Gmail Chrome extension for free, forever!

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Works on Outlook or Gmail (+ many more integrations)

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We're on a mission to help you build lasting business relationships.

75 Kneeland Street, Floor 15 Boston, MA 02111

[email protected]

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• ❯ Salesforce Administration
• ❯ Creating Workflow rules with Rule Criteria & Workflow actions

Salesforce Workflow Actions – Tasks, Email alert, field Update

Salesforce workflow actions – tasks, send email.

In our previous  Salesforce tutorial we have learned about What is workflow rule in Salesforce and learned about different steps involved while creating Workflow rule. In this Salesforce Tutorial we are going to create Salesforce Workflow rules with rule criteria.

What is workflow rule in Salesforce?

Salesforce Workflow Rules are the automated process used in business process to send Email alerts , assign a task, update a field on rule criteria or action based criteria requirements.

In our previous Salesforce tutorial we have learned about Salesforce workflow rules and different workflow rules such as Rule criteria and Rule Actions.

• Rule Criteria : Rule Criteria defines when the rule actions should happen.
• Rule Actions  : Rule actions happens when the rule criteria is satisfied.

Creating Workflow Rule with Rule Criteria.

Salesforce Workflow Rule illustration with an Example

Requirement :-  If the invoice amount is greater than 12000.

• then it should be marked as “Bulk Invoice” and an email alert should be sent to the invoice owner.
• Task should be assigned to the user to review the invoices and Outbound message to be sent out with the Invoice details.

Now we have to understand Rule criteria and Rule actions before creating Workflow rules in Salesforce. As per above example we can understand that workflow rule criteria is Invoice Amount is > 12000 and Rule actions are the above sending email alert, generating Outbound messages, assigning task to the user and marking as Bulk Invoice.

To create salesforce workflow rules login to Salesforce and navigate to Setup | Build | Create | Workflows & approvals | Workflow rules.

• Click on New rule to create immediate workflow rule in SFDC.

Step 1 : Selecting the Object.

In the process of creating workflow rules in Salesforce there are four steps. Now we have to select invoice Object.

• As per per our requirement select Invoice Object and click on Next button.

Step 2 : Configuring Workflow Rule.

In this step we have to configure salesforce workflow rule by selecting Evaluation criteria and Rule criteria.

• Rule name : Enter rule name as Amount greater than 12000.
• Created : This rule will be evaluated at the time of record creation.
• Created and every time it’s edited : This rule will be evaluated when the record is created and every time the record gets edited.
• Created and every time it’s edited to subsequently meet criteria : This rule will be evaluated at the time of record creation and edited but with condition only the record meets the criteria.
• Rule Criteria : In run this rule if the following criteria are met .
• Invoice Amount greater than 12000.
• Now click on Save.

Now we have successfully saved our workflow rule. Creating a workflow rule and adding workflow action is a must. So now we are going to add workflow actions to this workflow rule. There are four type so workflow actions in Salesforce they are

• Email alert.
• Field update.
• Outbound Message.
• Assigning Task.

Workflow rule with out workflow rule action is useless. When adding workflow rule actions we can also add existing Workflow rule action to the workflow rule.

How to create Salesforce Workflow Actions?

As discussed in the beginning of this SFDC tutorial we have to create the following Salesforce workflow actions.

• Then it should be marked as “Bulk Invoice” and an email alert should be sent to the invoice owner.

Updating the field as Bulk Invoice when Invoice amount > 12000.

In this scenario the bulk invoice field must be marked as bulk invoice when the invoice amount is greater than 12000 the bulk invoice checkbox should be checked. Before creating workflow action, create a field called ‘ Bulk Invoice ‘ and made it as checkbox.

• Click on New field Update as shown above.

• Enter name.
• Description.
• Enter the field to update(Invoice).Field update can be done on the same object and also on the parent object.
• Select checkbox option as True.
• Now save all the settings.

Sending Email alert using Workflow rule actions.

Sending email alert is the one of the workflow action provided in Salesforce. The email alert must be send to the customer whose invoice amount in greater than 12000. Let us create new email alert in Salesforce.

• Click on Email alert.
• Enter description and select Email Template.
• Select recipient types like Users, Role, Roles and Subordinates, Owner and so on. Here we are sending email to creator.
• Click on Save button.
• Now we have successfully created email alert using Salesforce workflow rule actions.

Creating a Task using Salesforce Workflow rule actions.

We dont have an option called ‘Task’ in workflow actions. Why dont we have option called Task. By default task is available for Standard Object. Here we are working on Invoice Object which is custom object. To add task to Invoice Object, go to Invoice object definition page and click on Edit.

• Enable Track activities and save it.

Adding new task using Salesforce Workflow rule actions.

• Select New task as below.

In this workflow action we have to select the user to which this task is to be assigned.

• Select the user.
• Enter Subject name.
• Select due date as shown above.
• Status is not started and priority is normal.

Creating Outbound messages using Salesforce Workflow rule actions.

What is an Outbound Message in Salesforce?

Outbound messages are SOAP(Simple Object Access protocol) transactions that are sent to external systems which are integrated to our Salesforce application.

How to can we send Outbound message in Salesforce?

• Select New Outbound Message in workflow rule action.

• Enter all the details required to send Outbound message in salesforce.com.
• End endpoint URL.
• Select the user to send.
• Select Invoice fields to send from available fields to selected fields.
• Finally click on Save button.

Successfully we have all Workflow action in Salesforce.com and we will check the WSDL for the Outbound message.

Activating Salesforce Workflow Rule.

Without activating workflow we can not work on Workflows in Salesforce. Go to workflows and activate the workflow rule.

• Click on Activate.

Checking Salesforce Workflow Rule Output.

Go to Invoice Object and create a new record where invoice amount in greater than 12000.

• Click on Invoices as shown above.
• Click on New to create new record.

• Enter Invoice amount greater than 12000.
• Enter all the details like Hospital name, Status.

As shown above Bulk Invoice checkbox is checked automatically because the invoice amount is greater than 12000.

Login into Salesforce as the task assigned user. Now go to Build | Create | Workflow & Approvals | Tasks.

Conclusion 

In this Salesforce.com Training we have learned about How to create Salesforce Workflow rules and how to create new Salesforce Workflow rule actions and how to check workflow rules and Workflow actions. In our upcoming Salesforce tutorial we are going to learn about Approval Process and configuring multiple steps and multiple approvers to the approval process in Salesforce.com.

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App developement, web development, online tools.

About 30 mins

Learning Objectives

Case management tools in salesforce, plan for case automation, share case lists or workloads with queues, add automatic case assignment with rules, add automatic case escalation with rules, add automatic responses to customers with rules, more case management tools in salesforce.

• Challenge +500 points

Automate Case Management

After completing this unit, you’ll be able to:

• Route case ownership with queues.
• Assign cases automatically.
• Escalate cases when necessary.
• Respond to customers automatically.

Accessibility

This unit requires some additional instructions for screen reader users. To access a detailed screen reader version of this unit, click the link below:

Open Trailhead screen reader instructions .

Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little automation.

Maria checks out a few of the main case automation tools. She notices automatically is the key word.

Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.

Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.

• Click the setup gear icon and select  Service Setup .
• From Service Setup, enter Queues in the Quick Find box, then select  Queues .
• Click  New .
• Type a Label and Name for the queue, such as  Platinum Support .
• If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank. Otherwise, type an email address to notify a person or persons with the email address when each new case arrives.

• Add members, including yourself, to the queue and save your changes. Now that the queue is created, let’s check it out as if we were support agents. We can get there with a few clicks.
• Select the Service Console app from the App Launcher. Then click the  Cases tab.

While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.

• From Service Setup, enter Case Assignment Rules in the Quick Find box, then select  Case Assignment Rules .
• Type  Solar Panel Installation and save your changes.

• In Sort Order , type  1 so that the entry we add is processed first. Typically, you’d create one assignment rule with many different entries, which are processed in chronological order. When a case matches an entry, it’s assigned without proceeding to other entries.
• For entry criteria, select  Case: Case Reason equals Installation . One of the many useful things about case assignment rules is that you can determine how cases are assigned based on fields from records other than cases. For example, you can choose case assignment based on fields from accounts, contacts, assets, or users.
• Add yourself as the User assigned to the rule entry. We assume you’re a support agent who’s an expert at solar panel installation.

• Save your changes.
• Click Edit to mark the rule as Active, then save your changes. When you activate an assignment rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs.

Now any cases about installation issues are automatically assigned.

When planning case management with the service team, Maria learns that certain cases must escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically trigger an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24 hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.

• From Service Setup, enter Escalation Rules in the Quick Find box, then select  Escalation Rules .
• Type Gold Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one escalation rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Status equals New . Similar to other rules, you can determine automatic case escalation based on fields from records other than cases.
• Set business hours to your organization’s default 24/7 support.
• Set that escalation times are based on when cases are created.
• Save your changes, then  New to add an escalation action.

• Auto-assign cases to you, and from  Notification Template , click the lookup icon to pick any template. At a real company, you’d assign cases to a support manager or team.
• Select yourself as the user to notify, and from  Notification Template , click the lookup icon to add a template to see how this works. Save your changes.

Now any cases that haven’t been closed in 5 hours are assigned to the right person.

Note : To keep the Assign using active assignment rule box checked by default on cases, update the Layout Properties on case page layouts.

From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard. She sets up response rules so that customers are automatically sent a personalized email when they ask for help. Here’s how she does it.

• From Service Setup, enter Case Auto-Response Rules in the Quick Find box, then select  Case Auto-Response Rules .
• Type Welcome to Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one response rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Case Origin equals email . Similar to escalation rules, you can determine the automatic response to send to a customer based on fields from records other than cases.
• Add a name and email address to include in the From line of the email template to send to customers.

• Save your changes and you’re done!

With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.

Maria looks into more case management options. She jots down these discoveries to share.

Sita and Roberto want to explore some of these tools when they return to the case management stage of their service journey. But for now, they’d like to jump ahead to the basics of digital engagement.

• Salesforce Help: Set Up Queues
• Salesforce Help: Assignment Rules
• Salesforce Help: Set Up Escalation Rules
• Salesforce Help: Set Up Auto-Response Rules
• Salesforce Help: Lightning Experience Customization
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• Configure Contact Filters for Salesforce for Outlook (Retiring)
• Salesforce for Outlook (Retiring) Contact Filters
• Configure Event Filters for Lightning Sync and Salesforce for...
• Create Task Filters for Salesforce for Outlook (Retiring)
• Sample Lightning Sync and Salesforce for Outlook (Retiring) Datasets
• Check the Size of Salesforce for Outlook (Retiring) Datasets
• Track the Versions of Salesforce for Outlook (Retiring) Your Users Run
• Download the Salesforce for Outlook (Retiring) Installer
• Install and Set Up Salesforce for Outlook (Retiring)
• Edit Your Salesforce for Outlook (Retiring) Email Settings
• Edit Your Salesforce for Outlook (Retiring) Sync Settings
• Customize Your Salesforce for Outlook (Retiring) Sync Direction
• Edit Conflict Settings for Salesforce for Outlook (Retiring)
• View Your Salesforce for Outlook (Retiring) Matching Criteria
• Specify Which Salesforce Fields Sync to Microsoft® Outlook®
• Uninstall Salesforce for Outlook (Retiring)
• Choose Which Microsoft® Outlook® Items Sync with Salesforce for...
• Prevent Which Microsoft® Outlook® Items Sync with Salesforce for...
• Delete Items Syncing with Salesforce for Outlook (Retiring)
• View the Salesforce for Outlook (Retiring) Sync Log
• Change Your Salesforce for Outlook (Retiring) Login Information
• Change Your Salesforce for Outlook (Retiring) Sync Folders
• Hide Salesforce for Outlook (Retiring) Alerts
• View Salesforce for Outlook (Retiring) Errors
• Remove Customer Data from Your Salesforce for Outlook (Retiring) Logs
• What's the difference between private items in both Salesforce for...
• Does Salesforce for Outlook (Retiring) support terminal servers?
• Why is my Salesforce for Outlook (Retiring) installation failing on...
• Can I map custom fields I’m syncing with Salesforce for Outlook...
• Can I mass configure Salesforce for Outlook (Retiring)?
• Can I use filter logic in Salesforce for Outlook (Retiring) datasets?
• Can I sync person accounts by using Salesforce for Outlook (Retiring)?
• Can I add cases using Salesforce for Outlook (Retiring)?
• Can I associate Outlook records to custom objects using Salesforce...
• Why does Salesforce for Outlook (Retiring) create duplicate records...
• Why does Salesforce for Outlook (Retiring) create duplicate contacts...
• Why does Salesforce for Outlook (Retiring) delete my Outlook records...
• Why isn't Salesforce for Outlook (Retiring) adding emails to the...
• Why can't I add emails to Salesforce for Outlook (Retiring)?
• When I add emails to Salesforce for Outlook (Retiring), how can I...
• How do I enable contacts for sync in Salesforce for Outlook...
• How does Salesforce for Outlook (Retiring) protect emails?
• Does Salesforce support single sign-on (SSO) for Salesforce for...
• How secure is Salesforce for Outlook (Retiring)?
• Turn On Extended Mail Merge
• Create Mail Merge Templates in Microsoft Word
• Download Sample Mail Merge Templates for Extended Mail Merge
• Upload Mail Merge Templates to Salesforce
• Guidelines for Creating Extended Mail Merge Templates
• Considerations for Creating Extended Mail Merge Templates
• Generate a Single Mail Merge Document
• Generate Mass Mail Merge Documents
• Considerations for Using Extended Mail Merge
• How Does Email to Salesforce Work?
• Set Up Email to Salesforce
• Enable Email to Salesforce for Your Users
• Relate Emails to Your Salesforce Records Using Email to Salesforce
• Handle Emails That Email to Salesforce Doesn’t Assign to Records
• Considerations for Using Email to Salesforce
• Guidelines for Using Email to Salesforce
• Maintaining Email Security
• Which Option for Sending Email from Salesforce Is Best for Your...
• Commercial Email Regulation Considerations
• Common Email Deliverability Hurdles
• Guidelines for Protecting Your Email Reputation
• Considerations for Send Email Through Gmail™ or Office 365™
• Set Up Send Email from Salesforce with Gmail™ or Office 365™
• Send Email Through Gmail™ or Office 365™ in Lightning Experience
• Considerations for Setting Up Send through Salesforce
• Set Up Send Email Through Salesforce
• Test the Deliverability of Emails Sent Through Salesforce
• Configure Deliverability Settings for Emails Sent from Salesforce
• Guidelines for Configuring Deliverability Settings for Emails Sent...
• Enabling Compliance BCC Emails
• Considerations for Using Email Logs
• Request an Email Log
• Email Log Reference
• Considerations for Using Enhanced Email
• Set Up Enhanced Email
• Customized Fields in the Outgoing Email Action Layout
• Considerations for Setting Up Email Relay
• Set Up Email Relay
• Set Up an Email Domain Filter
• Use Pre-Made Email Instructions to Draft a Sales Email
• Use Einstein Generative AI and Personal Email Instructions to Draft...
• Control If Users Can Enter Their Own Sales Email Prompt Instructions
• Guidelines for Working with Email
• Email Allocations per Edition
• Email Editions and Permissions in Lightning Experience
• Send Email from a Record in Lightning Experience
• Email Attachments
• Merge Fields and Templates in Emails
• Find Email Sent from a Salesforce Record in Lightning Experience
• View Email Engagements on Email Records
• Considerations for Insert Availability in Lightning Experience Desktop
• Set Up Send Later for Your Sales Reps
• Schedule Send Later with List Email
• Things to Know About Using Send Later
• Which Email Action Are You Using in Lightning Experience?
• Email Action Considerations
• Troubleshoot the Email Action
• Confirm That Global Layouts Are Using the Correct Email Action
• Confirm That Record Layouts Are Using the Correct Email Action
• Create Additional Email Actions in Lightning Experience
• Fields Available on the Email Quick Action
• Create Predefined Field Values for Email Recipients in the Send...
• Considerations for Sending Email in Salesforce Classic
• Send Email in Salesforce Classic
• Delete Email Attachments Sent as Links in Salesforce Classic
• Set Up Transaction Layer Security (TLS)
• Enable Email Security Compliance
• Include Salesforce in Your SPF Record
• Considerations for Creating DKIM Keys
• Create a DKIM Key
• What Is DMARC?
• Email Address Internationalization (EAI) Considerations
• Prepare for Email Address Internationalization (EAI)
• Set Up Email Address Internationalization (EAI)
• Verify Email Addresses with Async Email
• Considerations for Using Organization-Wide Email Addresses
• Set Up Organization-Wide Email Addresses
• Considerations for Setting Up Organization-Wide Email Footers
• Set Up Organization-Wide Email Footers
• What Are Inbound Email Snapshots?
• Considerations for Using Inbound Email Snapshots
• Request an Inbound Email Snapshot
• Access Inbound Email Snapshots
• View an Inbound Email Snapshot
• Email: What’s Different or Not Available in the Salesforce Mobile App
• Using Images in Emails, Email Templates, and Enhanced Letterheads
• Enable Email Bounce Handling
• Enable the Enforce Email Privacy Settings Preference
• Track External and Internal Email
• Considerations for Email Open Tracking
• Enable Email Tracking for All Customers Opening Email from Your...
• Enable Email Tracking for Individuals Opening Email from Your Company
• Enable Filtering for Email Tracking by IP Address
• Set Up Filtering for Email Tracking by IP Address
• Considerations for Opting Out of Email
• Individually Opting Out of Email
• What’s the Difference Between Email Opt Out and Individual Email...
• What’s the Difference Between Commercial and Non-Commercial Email?
• Choose Which Sales Reps Can Send Non-Commercial Email
• Report on Email Messages
• Report on List Emails
• Considerations for Email Reports
• Considerations for Sending List Email in Lightning Experience
• Enable List Email
• Send a List Email in Lightning Experience
• List Email Limitations
• Considerations for Sending Mass Email in Salesforce Classic
• Send Mass Email in Salesforce Classic
• View the Status of Your Mass Email in Salesforce Classic
• Mass Email Queue: Monitor the Status of Mass Emails Sent Through...
• Guidelines for Sending Mass Email in Salesforce Classic
• Mass Email Limitations
• Standardize Email with Email Templates
• Email Template Allocations Per Edition
• Types of Email Templates
• Select an Email Template When You Compose an Email
• Considerations for Using Content from External Sources in Email...
• Email Template Permissions
• Render HTML Tags in Outlook
• Considerations for Using Merge Fields in Email Templates and...
• What's the Difference Between HML and SML Merge Languages?
• Use the Handlebars Merge Language in Lightning Email Templates,...
• Convert a Lightning Email Template from SML to HML
• Use the Salesforce Merge Language in Lightning Email Templates
• Use the Salesforce Merge Language in Classic Email Templates
• Create an Email Template in Lightning Experience
• Select Who Can Manage Public Email Templates in Lightning Experience
• Manage Public and Private Email Templates in Lightning Experience
• Considerations for Using Public and Private Email Templates in...
• Enable Folders and Enhanced Sharing for Email Templates
• Select Which Users Can Create and Share Email Template Folders
• Considerations for Email Template Folders and Sharing
• Create Enhanced Letterheads in Lightning Experience
• Associate Enhanced Letterheads with Email Templates in Lightning...
• HTML Tags in Lightning Email Templates
• Use Your Classic Email Templates in Lightning Experience
• Considerations for Using Your Classic Email Templates in Lightning...
• Supported File Types for Lightning Email Attachments in Packaging...
• Considerations for Using Email Template Builder
• Select Who Can Work in Email Template Builder
• Getting Around Email Template Builder
• Create and Edit Email Templates in Email Template Builder
• Use Email Template Builder Templates in Lightning Experience
• Guidelines for Using Email Template Builder
• View and Edit Email Templates in Salesforce Classic
• Clone Email Templates in Salesforce Classic
• Considerations for Sending Classic Email Templates in Salesforce...
• Types of Classic Email Templates
• Create Text Email Templates in Salesforce Classic
• Create Custom HTML Email Templates in Salesforce Classic
• Add Images to Email Templates in Salesforce Classic
• Create Classic Letterheads for Email Templates
• Create HTML Classic Letterhead Email Templates in Salesforce Classic
• Create Visualforce Email Templates in Salesforce Classic
• Use Merge Fields for Visualforce Email Templates in Salesforce Classic
• Manage Version Settings for Visualforce Email Templates in...
• Use Visualforce Email Templates with Guest Users
• Modify a Visualforce Email Template for Guest Users
• Considerations for Using Visualforce Email Templates with Guest Users
• Use Visualforce Classic Email Templates in Automation
• Assign a Dialer Number
• Assign a Forwarding Number for Dialer
• Sales Dialer Best Practices
• Dialer Prerequisites
• Dialer Limitations
• Assign the Dialer Permission Set to Users
• Enable Local Presence
• Enable Call Monitoring
• Guard Outgoing Calls Against Filters
• Release a Dialer Number
• Remove Dialer Licenses from Users
• Test Dialer Features in Sandbox
• Sales Dialer Troubleshooting Tips
• Guidelines for Using News
• Enable News
• Start Using Tasks
• Organizing and Completing Your Tasks with the To Do List
• Considerations for Using Tasks
• Considerations for Using the To Do List
• Create Tasks in Bulk for Multiple People in Salesforce Classic
• Disable Task Notifications in Salesforce Classic
• Repeat a Task
• Considerations for Closing and Reopening Tasks
• Task Fields
• Enable Recurring Tasks in Lightning Experience and the Salesforce...
• Enable Recurring Tasks in Salesforce Classic
• Enable Task Notifications in Lightning Experience
• Enable User Control of Email Notifications for Tasks in Salesforce...
• Considerations for Enabling User Control of Task Notifications
• Enable Simpler Task Form in the Salesforce Mobile App
• Customize the Fields that Display on Tasks in the Activity Timeline
• Enable Group Tasks in Salesforce Classic
• Customize Task List Actions
• Customization Options for Events and Calendars
• Set Up Users to Send Invitations to Attendees from Lightning...
• Set Up Lightning Experience Event Reminders
• Create and Manage a Public Calendar or a Resource Calendar
• Event Fields in Lightning Experience
• Event Fields in Salesforce Classic
• Manage Events in Lightning Experience
• Manage Events in Salesforce Classic
• Create an Object Calendar in Lightning Experience
• Create a Calendar of Opportunity Close Dates in Lightning Experience
• Create a Calendar of Task Due Dates in Lightning Experience
• Create a Calendar of Direct-Mail Campaigns in Lightning Experience
• Create a Calendar to View Open Cases by SLA in Lightning Experience
• Considerations for Calendars Created from a Salesforce Object in...
• Share Your Calendar in Lightning Experience
• View Coworkers’ Calendars in Lightning Experience
• Share Your Calendar in Salesforce Classic
• View a Coworker’s Calendar in Salesforce Classic
• Calendar Views in Lightning Experience
• Calendar Views in Salesforce Classic
• Considerations for Using Events and Calendars in Lightning Experience
• Considerations for Using Events and Calendars in Salesforce Classic
• Considerations for Using Events and Calendars in the Salesforce...
• Invite People to an Event and Schedule Resources in Salesforce Classic
• Quickly Schedule a Meeting About an Account, a Contact, or a Lead in...
• Export Events to Other Calendar Applications from Salesforce Classic
• Create an Event in a Public Calendar in Salesforce Classic
• Respond to Event Invitations Sent from Lightning Experience or the...
• Respond to Event Invitations Sent from Salesforce Classic
• Create Predefined Subjects for Tasks and Events
• Considerations for Enabling Shared Activities
• Considerations for Disabling Roll Up of Activities to a Contact’s...
• Guidelines for Tracking Activities
• Activity Timeline Customization Considerations
• Activity Timeline Settings Filters
• Sorting Options for Upcoming and Overdue Activities in the Activity...
• Change Sorting for Upcoming and Overdue Activities
• Sorting Options for Past Activities in the Activity Timeline
• Change Sorting for Past Activities
• What Are the Differences Between Activity Timeline and Activity...
• Activity Reminders and Notifications in Salesforce Classic
• Activity Reminders and Notifications in Salesforce Lightning...
• Work with Archived Activities
• Report on the Primary Contacts for Activities
• Report on Activities Related to Other Records
• Report on Contacts Related to Activities
• Report on Meetings with Customers
• Enable Shared Activities
• Enable Roll Up of Activities to a Contact’s Primary Account
• Enable Activity Reminders
• Customize Buttons on the Tabbed Activity Composer
• Control Access to Activities
• Considerations for Using the Dynamic Activity Composer
• Switch Between the Tabbed and Dynamic Activity Composer
• Customize the Dynamic Activity Composer
• Guidelines for Working with Notes
• Share Notes in Lightning Experience
• Share Notes in Salesforce Classic
• Protect Sensitive Data with Private Notes
• Revert to a Previous Version of a Note
• Considerations for Setting Up and Using Notes
• Enable Notes
• Add the Notes Related List to Page Layouts
• Let Users Create Notes from the Chatter Publisher, Global Actions...
• Let Users Take Notes in the Salesforce Mobile App
• Turn Off Feed Tracking for Notes
• Install the Social Intelligence Module
• Configure Authentication
• Configure Permissions
• Configure the User Interface
• Configure Top Posts View
• Related Social Content
• Application Tab Page
• Publish or Reply to a Tweet
• View Personal Twitter Feed
• Change Language Settings
• Register Personal Social Accounts
• Enable Salesforce to Salesforce
• Configure Salesforce to Salesforce
• Enable Connection Finder
• Find Out if Your Businesses Partners Use Salesforce
• Invite Business Partners to Connect using Salesforce to Salesforce
• Accept an Invitation for Salesforce to Salesforce
• Create and Apply Connection Templates
• Manage Salesforce to Salesforce Connections
• Publish Objects with Salesforce to Salesforce
• Publish Fields in Salesforce to Salesforce
• Subscribe to Objects with Salesforce to Salesforce
• Subscribe to Fields in Salesforce to Salesforce
• Automate Updates with Workflow Rules in Salesforce to Salesforce
• Forward Records to Another Salesforce Organization
• Accept Records Forwarded from a Connected Organization
• Criteria for Automatically Accepting Related Records from a...
• Report on Salesforce to Salesforce Activity
• Guidelines for Using Salesforce to Salesforce
• Statuses for Records Shared with Salesforce to Salesforce
• Best Practices for Mapping Fields in Salesforce to Salesforce
• Turn On Zoom Integration
• Select Who Can Access Zoom Integration
• Manage Excluded Addresses and Domains for Video Integration Users
• Turn Off Zoom Integration
• Manage Zoom Data
• Connect Your Zoom Account
• Manage Excluded Addresses for Your Individual Video Provider...
• Troubleshoot Connecting Your Zoom Account
• Disconnect Your Zoom Account in Salesforce
• Uninstall the Salesforce App from Your Zoom Account
• Set Up Microsoft Teams Integration
• Connect Your Microsoft Teams Account
• Set Up Google Meet Integration
• Connect Your Google Meet Account

Enable Recurring Tasks

Let users create tasks that repeat at a specified interval. If you disable this setting, users can still edit the interval of an existing recurring task, but they can’t create more recurring tasks.

Required Editions

• Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App Use recurring tasks to create tasks that repeat at a specified interval.
• Enable Recurring Tasks in Salesforce Classic Use recurring tasks to create tasks that repeat at a specified interval.

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