Case to Queue

The Salesforce: Update Queue Step is used to move a Case to a new owner in Salesforce. Typically, this step is used to put a Case into a specific Queue based on the intent of the message in order to direct the case to specific agents for processing.

Salesforce has a discrete list of Queues available, so it is important that users enter the value exactly as shown in Salesforce or errors can occur.

Inputs

Connection

Select a connection that contains the passwords or keys that are needed to access the specific Salesforce instance that you want to use. 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 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.

Salesforce Queue name

Queues are a controlled vocabulary list in Salesforce so be sure to enter a valid value. The value entered here will overwrite the existing Case Owner in Salesforce. As with all input expressions, literal values need to be quoted (eg: “Rewards” or “Luggage”).

Outputs

None