Salesforce Create Case Workflow

  • 11 January 2024
  • 2 replies


I’m finding that with the Salesforce Create Case Workflow I don’t get any type of confirmation if my case has be created. Ideally, the user would get some type of message confirming the case has been created and a link to their case. Has anyone achieved this?




Best answer by bernice 12 January 2024, 13:49

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Hey @Kevin D13, Bernice here from the Support Engineering team at Intercom🔧

With this Workflow, a note will be automatically added that’s only visible to teammates with the URL of the newly created Salesforce case - this information can then be shared with the customer and can also be found in the Salesforce Inbox app.

Hope this helps!


Thanks @bernice.oreilly. So the information has to be manually shared in the messenger, there is not way to have it automatically post. What we want to achieve is giving customers the ability to open a Salesforce case on their own without having to talk to an agent.