DG Analytics - Record Resolution Rate
Updates in Salesforce:
- Login into your Salesforce Account
- In the App launcher, search for DG Settings App:
- Select Salesforce Settings and expand Setup Case Trigger
- Enable Conversation Functionality For Flow
- Click on Save to save the new settings
Updates in DigitalGenius:
If you use the master prebuilt flow, all the steps below are already done.
Digital Genius Dashboard Settings:
- In the [Salesforce] Apply Public Response [Solved] flow where we set the status to Solved/Closed we have to set the OwnerId of the Case to be the id of our user. The user ID can be found in the customer Salesforce Account:
Go to View Profile (click on your user icon)-> Settings -> In My Personal Information section, select Advanced User Details and Find User 18 Char ID
- In [Salesforce] MASTER FLOW find the branch where the check for Status = Closed is made:
- Get the owner's email address from Salesforce using Salesforce Get Text Field
- Record the email in the Last Assignee field using Analytics Action
Updated 5 months ago