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 New Case Management. This is the updated way of creating cases. (We will continue to support 'Use Cases' as the legacy system until further notice.)
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New Case Management will create a case at the time a chat is initiated. This allows you to have data within Salesforce at the beginning of a chat and also allows you to set up rules and routing processes based on your needs.
- If you would like to set up any data points for case creation, actions can be set up.
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.