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Creates a detailed support case with a structured summary, relevant conversation history, and a linked chat transcript when triggered from supported messaging channels. This context helps reps resolve issues efficiently and avoid repeated interactions.
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Einstein Platform add-on or Agentforce for Service add-on |
| User Permissions Needed | |
|---|---|
| To build and manage Service Agents: | Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
| API Name | CreateCaseEnhancedData |
| Reference Action Type | Flow |
| Reference Action | Create Case with Enhanced Data |
| Inputs | verifiedCustomerID, messagingSessionID, caseSubject, caseDescription |
| Outputs | caseRecord |
| Does this action execute one or more prompt templates? | Yes |
Examples of Utterances That Trigger This Action
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