Loading
Program and Case Management
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up the Create Case from Referral Flow

            You are here:

            1. Salesforce Help
            2. Docs
            3. Program and Case Management

            Set Up the Create Case from Referral Flow

            Activate the Omniscript flow that creates a case from a referral, and configure the button that users click to start the flow.

            Required Editions

            Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.
            User Permissions Needed
            To access the Referral object:

            Case Referral permission set

            OR

            Education Cloud Full Access permission set
            To create custom buttons or links and to edit page layouts: Customize Application

            The create case from referral flow consists of an Omniscript that creates a case from a referral record. The Omniscript doesn’t require customization, but you must activate it. Then, configure the button that starts the flow.

            Activate the Create Referral Case Omniscript

            Activate the Omniscript that enables users to create a case from a referral by using a guided flow.

            1. From the App Launcher, find and select Omniscripts.
            2. Expand SPCM/CreateReferralCase, and then select Create a Referral Case (Version 1).
            3. Click New Version, and then click Activate Version.

            Configure the Create Case Button

            Enable users to create a case from a referral by clicking a button on a referral record.

            1. To create the button, from Setup, in Object Manager, select Referral.
            2. Click Button, Links, and Actions, and then click New Button or Link.
            3. Specify these details.
              1. Enter Create Case as the label, and then press Tab to populate the API name.
              2. Select Detail Page Button as the display type.
              3. Select Display in existing window with sidebar as the behavior.
              4. Select URL as the content source.
              5. In the field formula box, enter the URL for the active Create a Referral Case Omniscript followed by an ampersand and the contextId for the target object, Referral.
                To get the URL, in Omnistudio, go to the active Create a Referral Case Omniscript and, in the highlights panel, click Downward-pointing triangle, and then select How To Launch. Look for the Lightning URL. The formula looks like this: [Lightning-URL]&c__ContextId={!Referral.Id}
            4. Save your work.
            5. Add the button to referral record pages.
              1. Click Page Layouts, and then click Referral Layout.
              2. Select Buttons, and then drag Create Case to the Salesforce Mobile and Lightning Experience Actions section of the page.
                Note
                Note If necessary, click Wrench icon to override the global publisher layout.
              3. Save your work.
             
            Loading
            Salesforce Help | Article