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            Set Up the Create Case from Complaint Flow

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            Set Up the Create Case from Complaint Flow

            Configure the button that users click to start the Omniscript flow to create a case from a public complaint.

            Required Editions

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

            Complaints Management Access permission set

            OR

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

            Cases track the response to a reported incident or concern. Case managers create cases, prioritize them, and assign caseworkers to investigate the issue. If appropriate, caseworkers or other staff members create care plans to support the individual through their situation.

            So that case managers can quickly create cases based on complaints, add a custom button to public complaint record pages that uses an Omniscript to create a case related to the complaint. The Omniscript is preconfigured. Activate it, create a custom button for it, and add the button to the Public Complaint page layout.

            Activate the Create New Case Omniscript

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

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

            Configure the Create Case Button

            Enable users to open the create new case guided flow from public complaint records.

            1. To create the button, from Setup, in Object Manager, select Complaint Participant.
            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 new window as the behavior.
              4. Select URL as the content source.
              5. In the field formula box, enter the URL for the active Create New Case Omniscript followed by an ampersand and the contextId for the target object, Public Complaint.
                To get the URL, in Omnistudio, go to the active Create New 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={!PublicComplaint.Id}
            4. Save your work.
            5. Add the button to public complaint record pages.
              1. Click Page Layouts, and then click Public Complaint 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.
             
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