As I said in my 8 Essential Service Cloud Workflows post this is one of my favourite automations that can save so much time and administration. This feature will only work if you use statuses that vary depending on who the case is currently in the hands of, the agent or the customer. This workflow runs off the the Email Message object as opposed to the Case Object but this does allow us to still update fields on the case.
For this to work we need to have two Workflow rules. One to update the status when an email comes in and one to update when an email is outgoing. Of course other parameters and combinations of this may be used suit your business processes and SLA’s. So to start off lets create a couple of Workflows.
- Click on Setup | Create | Workflows & Approvals | Workflow Rules
- Click on New Rule
- Select Email Message as the Workflow Object
- Name your Rule and give it a description
- Evaluation Criteria should be set as created
- In the simple formula editor we can set the field as Email Message: Is Incoming, Operator as equals and Value as True
Just to explain how the above works, the “Is Incoming” field is an automatic read only field that you can’t do a lot with. This is because it is automatically populated whenever an email is passed through Salesforce to the case. This is the indicator we are going to use to know if an email is being sent by our agent or if it is incoming from a customer.
After the Workflow trigger has been set up, we need to add a field update to correspond with the case status that is updated when it is in the hands of the support agent (as the email is incoming).
This workflow will then need to be cloned but created with the Value = False and the Workflow field update to obviously correspond to when it is in the customers hands.