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            Set Up Case Management Bot

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            Set Up Case Management Bot

            Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly.

            Required Editions

            View supported editions.
            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow

            Use these case management bot templates to create a case management bot and integrate it with Embedded Messaging: Industry Case Management Bot and Case Management Lite Bot.

            There’s only one difference between the two bot templates: the bot created from the Industry Case Management Bot template generates an engagement topic record automatically. See Get Started with the Case Management Enhanced Bot Templates.

            Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and associate it with a case management bot.

            1. From Setup, in the Quick Find box, enter Flows, and select Flows.
            2. Find and select your previous Omni-Channel flow from the list.
            3. Edit the Route Work element, and select a case management bot from the Route To dropdown list.
            4. Activate the flow.
              With this flow, an alumnus can chat with a bot to create and track cases and also chat with a support rep for further support.
             
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