DG Analytics - Record Resolution Rate - To BE UPDATED

Updates in Salesforce:

1. Login into your Salesforce Account
2. In the App launcher, search for DG Settings App:

3. Select Salesforce Settings and expand Setup Case Trigger
4. Enable Conversation Functionality For Flow

4. 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:

1. 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

2. In [Salesforce] MASTER FLOW find the branch where the check for Status = Closed is made:

3. Get the owner's email address from Salesforce using Salesforce Get Text Field
4. Record the email in the Last Assignee field using Analytics Action

Record DG Analytics

We need to set up SF Cases to trigger this flow upon Case Closure.

1. Go to DG Settings in Salesforce
2. Go to 'Salesforce Settings'
3. Click on 'Set up Case Trigger'
4. 'Enable Logic When Case Closed' option turned ON
5. Add Analytics Flow ID to 'Flow Action Id For Case Closure'
6. Select Fields to Send - most important ones will be Case Origin and Case ID