Galvin’s Favorite Flows: Automating Case Record Types for the Right Queue

Ever felt caught in a customer service maze? You either answer the same questions repeatedly while routed between various teams or the questions an agent asks just do not apply to your situation. It’s frustrating, time-wasting, and likely has you shopping elsewhere. In fact, Salesforce reports that following a subpar experience, 47% of customers indicate they will stop buying from that company. The problem is the wrong information going to the wrong team at the wrong time. Luckily one of Galvin’s Favorite Flows automates record types with queues ensuring companies get it right every time. 

Salesforce supports the configuration of various record types. The flexibility allows companies or teams to manage records with different business processes, picklist values, and page layouts. 

Perhaps a company needs multiple record types for different deal options within its sales process. U.S. and U.K. divisions might create the need for geographic picklist terminology. Maybe a customer service center collects different data from a client depending on whether they need technical or billing assistance. Or plumbing and electrical cases route to different field service teams at a home improvement company. Regardless of the use case, configuring different record types helps agents collect and use the appropriate information to create a resolution.

Unfortunately, the right record type can still end up in the wrong hands and create service failures. Despite the benefits, multiple record types introduce two key challenges: 1) an agent must use the correct record type at the appropriate time, and 2) they must route that record type to its proper queue to follow the business process. That amount of manual work creates a high probability for errors. In a service environment, the associated delays could cost the company an important customer. That’s where this Favorite Flow steps in. 

First, different record types get mapped to designated queues within Flow. Our team then develops automation ensuring that the record type and corresponding queue match. So, when an agent opens a case and assigns it to a queue, the flow ensures that the right record type is used for that queue. This eliminates the need for support representatives checking that they set the right record type when assigning the case to a team. The flow also saves agents time. What before required two actions—changing a case record type and then assigning it to a case queue—now only takes one step with a validation check built in. 

As a bonus, the setup ensures that automation for other record types pulls in the correct information rather than something intended for a different team. The process makes record types more helpful by ensuring the right information goes to the correct team—just by assigning the queue. 

More options are available for companies wanting to improve on this flow. Custom metadata can be used for mapping case queues to record types. Leveraging record types better also provides new opportunities for customizing page layouts, introducing new service-level agreements, and introducing additional automations. Whether a company keeps it simple or goes for something more advanced, the right information goes to the right team at the right time. To that we say, “Right on!” 

For more ways Galvin helps clients “go with the Flow,” check out our other Favorite Flows or reach out with a process you need simplified.

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