Post to Case

The Salesforce - Post to Case step is used to add information to a Case object in Salesforce by adding a Post to the Case. Typically, this step is used to add information to the Case so that service agents do not have to look up the information in other systems or to add information about how the Y Meadows AI has processed the Case.

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 will contain the Salesforce Case ID of the case associated with the current message. This is usually the value that is used in this input.

Post Body

Whatever is entered here, either literally or using outputs from other steps, will be added as the body of a new Post that will appear in the feed for the Case in Salesforce. If text contains either single or double quotes, users will need to triple quote the entire message (eg: “““ this is a message with ‘ and “ characters in it””” or ‘‘‘this is a message with ‘ and “ in it’’’).

Posts in Salesforce support some rich text using the following HTML tags. ONLY the following tags are supported:

• <p>

• <a>

• <b>

• <code>

• <i>

• <u>

• <s>

• <ul>

• <ol>

• <li>

• <img>

Tip - while <br> tags are NOT supported, users can get the same effect using <p>&nbsp;</p> to create lines.

Outputs

none