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            Create a Flow to Link Contacts to Cases

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            Create a Flow to Link Contacts to Cases

            To improve service quality, add a flow that finds contacts for cases created by Email-to-Case. Use the flow template Find Contact for Associated Case from Email-to-Case.

            Required Editions

            View supported editions.
            User Permissions Needed
            To run flows

            Run Flows

            OR

            Manage Flow

            Your support reps can use this flow as-is in the Actions & Recommendations component. To meet business needs, you can also modify the flow template as follows.

            1. If you don’t use Channel-Object Linking, skip to step 3. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select Channel-Object Linking.
            2. Turn off Channel-Object Linking.
            3. From Setup, in the Quick Find box, enter Flows, and then select Flows under Process Automation.
            4. Click New Flow.
            5. Click All + Templates.
            6. Click Individual-Object Linking Flow.
            7. Select the Find Contact Associated with Case from Email-to-Case flow template.
              Select the Find Contact Associated with Case from Email-to-Case flow template.
            8. Click Create.
            9. Click Save.
            10. Test and update the flow, and then activate it.

            When a support rep runs the flow, it displays contacts with the same email address as the case’s Web Email field. To link a contact to the case, the support rep selects a matching contact.

             
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