Automating Customer Service with Process and Flow Builder

Log into your Salesforce account. Make sure you have the necessary permissions to access and modify the Flow Builder.

Click the gear button on the upper left and click Set up, once you’re on the set up page, type “flow” on the quickfind box and click Flows under Process Automation.

Click on "New Flow" to start building your automation.

For case automation, you'll want to choose an "Autolaunched Flow". This type of flow doesn't require user interaction and is best suited for automating processes.

Now, you'll start designing your flow. This is where you'll define what happens when the case automation is triggered. You'll do this using elements, which represent different actions, decisions, or data interactions.

You can add elements by clicking on the "+" sign on the canvas. A palette of elements will appear, and you can choose the ones you need for your automation. You'll likely need elements like "Get Records" (to fetch case details), "Decision" (to determine what action to take based on the case details), and "Update Records" (to update the case based on your decision).

After adding an element, you need to configure it. Click on the element, and a pane will appear where you can set its properties. For example, if you add a "Get Records" element, you'll specify which object (e.g., Case) you're fetching records from and the conditions for which records to fetch.

Once you're done designing your flow, you'll want to save and test it. Click on "Save" at the top-right corner, give your flow a name and a description, and click "Save" again. Then click on "Debug" to test your flow.

If your flow works as expected, it's time to activate it. Click on "Activate" at the top-right corner of the Flow Builder. Your flow will now run whenever its conditions are met.