Creating a workflow rule that routes new cases

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When Salesforce creates a new case, Vonage Contact Center can then use a workflow rule that routes the case to a route plan defined in Interaction Architect.

To create a workflow rule that routes cases to a route plan, perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
3. In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
4. Click New Rule. New Workflow Rule appears in edit mode.
5. In Object, select Case. Click Next. Step 2: Configure Workflow Rule appears.

6. Provide the following information:

   Field	Description
   Rule Name	The name of the rule. For example, New case created.
   Description	A description of the rule. For example, This rule runs on newly created cases with a Case Origin of Email.
   Evaluation Criteria	When the rule evaluates its criteria. For information about the different options, see Salesforce help. In this example, the rule must only evaluate the criteria against a case when the case is first created—click created. The rule action only runs if the record meets the rule criteria.
   Rule Criteria	In the Rule Criteria area, define which objects the rule must run on. In this example, the rule must only run on cases whose Case Origin field is set to Email. In the Run this rule if the following list, click criteria are met. Provide the following values: Field Value Field Case: Case Origin Operator equals Value Email

   Click Save & Next. Step 3: Specify Workflow Actions appears.

7. Click Add Workflow Action and then New Field Update. New Field Update appears.

8. To make the case routable, provide the following information:

   Field	Description
   Name	The name for the field update. For example, SetRoutable.
   Description	A description for the field update. For example, Set VCCRoutable field to true to indicate that the case is routable.
   Field to Update	The field to update. In the list, click VCCRoutable.
   Specify New Field Value	The value to set the field to. Click true.

   Click Save & New. Your new workflow action is saved and New Field Update appears.

9. To define the route plan that Salesforce must route the case to, provide the following information:

   Field	Description
   Name	The name for the field update. For example, Assign Route Plan Identifier.
   Description	A description for the field update. For example, Set RoutePlanIdentifier to the name of the route plan in Interaction Architect.
   Field to Update	The field to update. In the list, click RoutePlanIdentifier.
   Specify New Field Value	The value to set the field to. Click Use a formula to set the new value. Type the name of the route plan in Interaction Architect in the field that appears. For example "EmailRoutePlan".

   Click Save, click Done. New case created appears. To activate the workflow rule, click Activate. Now, when Salesforce creates a new case corresponding to an incoming email, Vonage Contact Center routes the case to the specified route plan in Interaction Architect.