Create a Case

Create a case and associate it to the Sales or Service Cloud contact that matches the Marketing Cloud Engagement contact ID. Or create a Sales and Service Cloud contact to associate the case to.

1. Use Create Only to create or identify a contact to associate with the case this activity creates. Alternately, use Update Only to locate cases to update.
2. Choose when contacts are created, updated, or related to a case.
3. When updating, provide a key for Journey Builder to use to identify cases to update.
4. Select Assignment Rules.
   

   Note Assignment Rules determine how cases are assigned to users or put into queues as they’re created.
5. Click Next.
6. Use Map Fields to map Marketing Cloud Engagement attribute fields that update the Sales and Service Cloud case record with their values.
7. To map attribute values to the case record, click Case in the left pane.
8. To map Marketing Cloud Engagement attribute fields whose values populate the Sales and Service Cloud contact, click Contacts if necessary.
   1. To map fields, click an attribute group in the Marketing Cloud column to locate a specific attribute.
   2. To view its path, hover over the name of the data extension.
   3. Drag a Marketing Cloud Engagement attribute to the Sales and Service Cloud case value it populates.
   4. To select the desired field type, use the dropdown menu next to the Sales and Service Cloud search field.
   5. To show fields not matched to a Marketing Cloud Engagement attribute, select Hide Defined Fields.
9. Use Set Fixed Values when the same value is added to each Sales and Service Cloud case record when this activity creates a case.
10. To display mapped fields, click Map Fields.
11. Click Next.
12. Click Done.