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SPatnala
Frequent Visitor

Creating cases from queue

Hi All,

 

I am new to flows.

 

I have a business scenario, where cases must be created based on email contents from the queue.

 

Please advise me on how to do that.

2 REPLIES 2
Amanthaper
Responsive Resident
Responsive Resident

Hi @SPatnala ,

What do you mean when you say "cases"? A support case? Like generate an email or trigger a downstream process in some system?

What queue are you referring to? An email queue, doc queue?

Can you please elaborate your request a bit more and describe a use case or business scenario?

 

Cheers,

Aman

Hi @Amanthaper ,

Thanks for responding to my post. 

Below I have a queue associated with a contact center.

SPatnala_0-1602559765761.png

There are all types of emails like cancellation, inquiry, etc.

 

if you open individual emails from the above queue like one below.

SPatnala_2-1602560086274.png

based on the body of the email, if the Subject contains the Cancellation Request. Then a case must be created.

 

SPatnala_1-1602560017127.png

 

Here the case is an entity.

SPatnala_3-1602560335075.png

 

 

 

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