This article talks about how to update a case that’s been created and linked to a chat transcript in Salesforce.
We don’t create the case from Ultimate directly. Instead, they’re created within Salesforce, either via the pre-chat form or an APEX trigger on the Chat Transcript object.
Why update cases?
You might want to update cases to filter and respond to your customers specific to a certain topic and get analytics of those topics in Salesforce. For example, updating a ticket after a failed escalation to ensure human agents are able to filter and respond to these customers specifically. Some of our clients create a case for every chat, not just the ones escalated to an agent, to have a better overview of customer queries.
How to update a case in Dashboard
To set this up:
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Go to Settings > CRM Integration > Integration Parameters.
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Under LiveAgent Cases select Use Cases.
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Click Add Case (this is a bit misleading - you’re adding the fields that you want to update here).
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In the Key field, add the Salesforce field name. Make sure that you get the field name from Setup > Object Manager > Cases > Fields and Relationships in Salesforce.
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In the Value field, add the information you want to add to the field. You can also add parameters or dynamic information from the conversation session in {{curly brackets}}.
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In the Data Type field, select the type of information you’re adding:
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String (most common)
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Number
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Boolean (i.e. True or False)
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That's it! If you are having trouble settings this up, let us know here. To understand how to get case analytics, please get in touch with your Salesforce consultant.