Update Case Status when the customer or agent leaves a case comment

Similarly to my other posts in 8 Essential Service Cloud Workflows this one is just so simple but reduces so much administration and error from your agents. You could call this a bit of a niche workflow as it can only bring benefit to those Administrators that have implemented the case comments object into there business processes. Most commonly this is used with some kind of portal but I have seen some businesses use this for internal communications. Similar to my post regarding Updating case status when sending or receiving an email this kind of workflow usually works with two workflows that update the case status depending on whether the case is in the customers or the agents hands.

But unlike the email workflow, we don’t have an “Is Incoming” field, which means its a bit harder to distinguish whether it is an agent or a customer leaving the comment. There are various ways to get around this but the one way I have found easiest for most businesses is to validate whether the comment is being left by a particular profile. Now this is only really going to work in smaller businesses where you have a small amount of profiles, but I mean even if you have 3 Portal user profiles and 5 Service user profiles we can still make it work by saying if a comment is left by user *** or *** or *** then update case status to *** and vice versa. If you are unfamiliar with doing a workflow like this, don’t worry as I will explain it all below. So first off lets create the basics.

  • Click on  Setup | Create | Workflows & Approvals | Workflow Rules
  • Click on New Rule
  • Select Case as the Workflow Object
  • Name your Rule and give it a description
  • Evaluation Criteria should be set as created 

So now it gets a bit interesting, you need to decide what the factor is going to be to determine WHO is writing the comment, the most logical way to me is to do it with profiles but can still as easily be done with something like roles. If were using profiles then you need to have the field selected as Current User: Profile, operator as equals and then the value as the Profile ID. So in other words if you have a profile called Support Agent, we don’t enter this, we enter the specific ID. You can find this ID by going to the profile edit page and the copy and pasting the ID from the URL bar after .salesforce.com/

comment

 

So above we obviously have a users profile must equal the above ID for it to be updated. Below we have something slightly different, whereby it could be multiple users. Please note if multiple profiles could be adding comments then you need to update the filter logic at the bottom.

loads

From here we can create a field update to update to the relevant status when an Agent leaves a comment. This of course needs to be repeated for another workflow and enter the various Portal user profiles.

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