Case Fields

The Salesforce: Case Fields Step is used to update various fields for a Case object in Salesforce. Typically, this step is used to update the case that initiated the workflow. However, it is also possible to update other cases as long as users know the correct Case ID.

The fields that can be updated by the Salesforce: Case Fields Step are all built-in Salesforce fields. Users can update one, some or all of the fields listed as inputs in a single use of the step. When Salesforce uses a pick-list (or dropdown menu) to choose a value for a field, it is important that users enter the value exactly as shown in the menu or errors can occur.

Inputs

Connection

Select a connection that contains the passwords or keys that are needed to access the specific Salesforce instance. Since users can not enter secret information directly into the step input, a connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

Case ID

The externalId output from a Message Retriever step that is connected to Salesforce contains the Salesforce Case ID of the case associated with the current message.Usually, this is the value used in the input.

Case Description

Whatever is entered here, either literally or using outputs from other steps, is added as the description of the Case in Salesforce and replaces any existing data in that field.

Case Reason

This is normally a controlled vocabulary list in Salesforce, so be sure to enter a valid value. The value entered here will overwrite the existing Case Reason field in Salesforce. s with all input expressions, literal values need to be quoted (eg: “Performance” or ‘Other’). If this input is left blank, no change is made to this Salesforce field.

Case Subject

This Salesforce field is generally free-form text. Many Salesforce workflows use the subject line to communicate additional information about the case. The value entered here will overwrite the existing Case Subject field in Salesforce. s with all input expressions, literal values need to be quoted (eg: “Refund Request” or ‘Other’). If this input is left blank, no change is made to this Salesforce field.

Case Status

This is normally a controlled vocabulary list in Salesforce, so be sure to enter a valid value. The value entered here will overwrite the existing Case Status field in Salesforce. s with all input expressions, literal values need to be quoted (eg: “New” or ‘Waiting’). If this input is left blank, no change is made to this Salesforce field. While the Journey is in progress, this field is often used to indicate that the Y Meadows AI is processing a case. When the work is complete, the field is set back to a different value.

Case Priority

This is normally a controlled vocabulary list in Salesforce so be sure to enter a valid value. The value entered here will overwrite the existing Case Priority field in Salesforce. As with all input expressions, literal values need to be quoted (eg: “High” or ‘Medium’). If this input is left blank, no change is made to this Salesforce field.

Case Type

This is normally a controlled vocabulary list in Salesforce so be sure to enter a valid value. The value entered here will overwrite the existing Case Type field in Salesforce. As with all input expressions, literal values need to be quoted (eg: “Rewards” or ‘Luggage”). If this input is left blank, no change is made to this Salesforce field.

Outputs

status_code

The status_code output is rarely used as an input to other steps. Although it is possible to use the status code to build additional error handling into your Journey, all status values that can be resolved with retries or other simple techniques that are already managed by the Y Meadows AI behind the scenes.