DG Analytics - Record Resolution Rate
Updates in Salesforce:
- Login into your Salesforce Account
- In the App launcher, search for DG Settings App:
![](https://files.readme.io/ec888fe-Screenshot_2023-10-13_at_18.52.24.png)
- Select Salesforce Settings and expand Setup Case Trigger
- Enable Conversation Functionality For Flow
![](https://files.readme.io/3e8bdb3-Screenshot_2023-10-13_at_18.54.21.png)
- 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
![](https://files.readme.io/a71535d-Screenshot_2023-10-13_at_19.00.58.png)
- In [Salesforce] MASTER FLOW find the branch where the check for Status = Closed is made:
![](https://files.readme.io/aa5a2df-Screenshot_2023-10-13_at_18.43.44.png)
- Get the owner's email address from Salesforce using Salesforce Get Text Field
- Record the email in the Last Assignee field using Analytics Action
![](https://files.readme.io/1772b28-Screenshot_2023-10-13_at_18.40.41.png)
Record DG Analytics
![](https://files.readme.io/c873be0-Screenshot_2024-08-16_at_15.28.37.png)
We need to set up SF Cases to trigger this flow upon Case Closure.
- Go to DG Settings in Salesforce
- Go to 'Salesforce Settings'
- Click on 'Set up Case Trigger'
- 'Enable Logic When Case Closed' option turned ON
- Add Analytics Flow ID to 'Flow Action Id For Case Closure'
- Select Fields to Send - most important ones will be Case Origin and Case ID
Updated 6 months ago