Triage Cases with Youreka Forms on Desktop

In this tutorial, you'll see how Youreka can be implemented to allow customer service agents the ability to quickly access many types of forms while triaging a case.

Introduction

We will be meeting the following requirements as we build out this example implementation:

• Service Cloud users need to complete forms on the Case object
• They need to potentially fill out several forms while working on a Case
• The forms the service agents fill out are diverse and complex - therefore ruling out us being able to simply use Screen Flows to collect data from the service agents
• These users are using Service Console
• Any forms that are completed need to be related to the Case
• Needs to happen in as few clicks as possible

In order to solve this problem, we are going to use Youreka to create a set of forms that can be made available on Cases. We're then going to use a screen flow to let those users pick which type of form they want to fill out. Finally, we'll use a Lightning Web Component to navigate those users to a screen to complete their Youreka form. After they submit the form, the user will be taken right back to the case where they started.

So, in summary, we will be using the following Salesforce features to accomplish this:

• Service Cloud / Service Console
• Youreka
• Salesforce Screen Flows
• Aura Components / LWCs (only slightly)

Note: There are several other ways you can make forms available on Cases. You can create Forms using custom buttons or you could even use Youreka's out-of-box Lightning Components. For this tutorial, we've chosen to use Screen Flows and LWCs because they do a better job of meeting the specific requirements listed above. Ultimately, you need to decide what's right for you based on your business processes, while considering the pros and cons of each approach. 

Step 1: Create a Form Template

Navigate to App Launcher > Youreka > Form Templates > New Form Template to create a new Form Template record. Name this Form Template "Order Tracking Case Form", or something of the like.

Drag and drop questions onto the editor. Be sure to use some field links to the Case object. Feel free to design your own form, or you can download the form we used in the video above, and then import it into your Salesforce environment.

When you are finished with your Form Template, click Save, and then Publish so that you can begin to use the template on your cases.

Step 2: Create a Screen Flow For Your Cases

In this particular example, the requirements state that service agents need the ability to quickly pick from a set of form templates to fill out while in the Service Console and working on a case.

We're going to use a Screen Flow to accomplish this. Navigate to Setup > Flow > New Flow.

Create a Screen Flow, and call it "Form Creation On Cases", or something of the like.

In this screen flow, we have a screen that allows a user to pick from a group of Form Templates in Salesforce. You could choose to accomplish this with a lookup, or with a Record Choice List. In the example we have in the video and screenshots, we show both. Record Choice Lists work quite nicely because you can filter down which types of Form Templates you want to show the service agents. Maybe you only want Form Templates of type "English", or Form Templates of type "Service Forms". Remember, you can configure the Form Template object uniquely for your business requirements. Feel free to get creative.

No matter if you use a lookup, or a record choice list, after the user selects their template of choice, we'll create a Form record in Salesforce which uses that template.

When you create your Form record, make sure that you are populating the Form Template ID (required field on the Form object), as well as the Case lookup on the Form object (disco__Form_Case__c). By populating the Case lookup, it'll ensure that the form you're creating is related to the Case record that the service agent is launching from, and it'll also ensure that the field links on the form are prepopulated with Case data!

Finally, we use an Aura component to navigate the user to that new Form record where they can fill it out.

The custom action component is a Lightning Web Component that we borrowed from Unofficial Salesforce. This component elegantly navigates a flow user to any destination in Salesforce. All we're doing with it is telling the flow to navigate the user to the new Form record that we just created in the previous element. Visit the Unofficial Salesforce website to get the code required for this component. Even if you aren't a developer and aren't familiar with custom components, it's fairly straightforward to copy and paste the elements into the Developer Console. Once you've done this, the action will be available to you in the flow editor.

When you're finished setting up your flow, save and Activate it. Once it's activated, you can either create a custom action on the Case object to launch it (that's what you see in the video above), or you could also consider adding the Screen Flow directly to your Case Lightning Page Layout.

Step 3: Test

Visit an example case in the system, begin your flow, and see if you successfully are taken to a Youreka form. If you are, complete the form and then Submit. At this point, you should be taken back to the Case you originated from. The Forms related list on the Case should have an additional form record in it - the form you just created.

After it's all said and done, service agents are now able to quickly pick from a set of Form Templates, and easily complete forms while triaging a case. They're able to easily jump back and forth between the case record, and the complex forms that might be necessary for their case management processes. All of the form records are stored right inside of Salesforce, where they can be reviewed, reported on, automated off of, and so much more.