Service | Create Case with Enhanced Data

Action Details

To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See Maintain Trust with Agentforce Actions.

Considerations

This action creates enhanced support cases with detailed context and linked transcripts when specific conditions are met. If these conditions are not met, the action falls back to basic case creation, which includes only a subject and description. When multiple cases are created in a single messaging session, only the most recent case includes the full transcript.

• A valid messaging session ID must be available for enhanced case creation. The session ID is used to retrieve the chat transcript and provide context for the prompt templates that generate the structured subject and description fields.
• An enhanced case is created when the action is triggered from a supported messaging channel that supports session IDs, such as Enhanced Chat, or a third-party app, such as WhatsApp and Facebook Messenger. These channels automatically generate the required messaging context for enhanced case creation.
• The action works when triggered from an external website or unauthenticated Experience Cloud site, where messaging sessions can be linked and transcript data captured at run time.
• If the action runs in an authenticated Experience Cloud site or in an environment such as Agentforce Builder where a session ID is unavailable, it falls back to basic case creation. In fallback mode, the case includes only a simplified subject and description, and the transcript isn’t attached.
• Messaging sessions aren’t created automatically in Agentforce Builder. To test enhanced case creation, include a valid session ID in the user utterance, such as “Create a case for this messaging session 123456.” In production, the messaging session ID is automatically passed, so you don’t need to provide it manually.
• If multiple cases are created in a single messaging session, only the most recent case includes the full transcript. Earlier cases include structured descriptions, but transcripts aren’t attached due to one-to-one mapping. To view the transcript on a created case, add the Messaging Session object to the Case Page Layout as a Related List in Object Manager.
• When a case is created from a messaging session that discusses multiple issues, only the most recent issue is summarized.
• The created case is linked to the customer’s contact record. Attachments shared during the conversation, such as files, screenshots, or logs, aren’t included. The Case Origin field is set to Web, and the Created By field is set to the Agentforce Service agent to help support teams identify automated cases.
• This action doesn’t extract or summarize the contents of uploaded attachments. If an attachment is shared during the conversation, the enhanced case description might indicate that an attachment was provided.
• The generated case description summarizes the issue, outlines attempted troubleshooting steps, and highlights relevant context from the conversation. Because this action uses two prompt templates to analyze the chat and generate case fields, the response can take 10 to 12 seconds to complete.
• You can clone the action to customize prompts, data mappings, or output format as needed for your workflow.