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Clone and Update Sales Concierge Flows

Replace the service process ID and header image URL placeholders in the flows, and configure the case-creation email. The cloned Get Request Type flow overrides the original.

Required Editions

User Permissions Needed
To create and edit a flow: Manage Flow

Complete Install the Sales Concierge Service Process Template and copy the Product2 record ID.

Two kinds of replacements are required. Replace the service process ID with the Product2 ID that you copied after template activation. Replace the header image URL with the document link for the image that appears in customer emails and request pages.

  1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
  2. Clone and activate Get Request Type (SlsCncrgSvcProc__GetRequestType) without other changes.
    The Process Sales Concierge Request flow calls this flow. The cloned flow overrides the original.
  3. Open the Notify Customer of Case Creation flow (SlsCncrgAgntIndCC__NoteCustCaseCrea).
    1. Open the Send Case Details Email element.
    2. Set Sender Type to Org-Wide Email Address.
    3. Set Sender Email Address to the org-wide email address that you want customers to receive.
    4. Save your changes.
  4. Optional: Upload the header image that appears in customer emails and request pages.
    1. In Salesforce Classic, go to Documents and upload the header image.
    2. Open the document and copy the view-document link.
  5. Clone each flow that requires the service process ID, replace the placeholder with the Product2 ID, and activate the cloned flow.
    Flow Field to Replace
    Create Case for Vehicle Appraisal (SlsCncrgAgntAutoCC__CreaVehAprslCase) Constant ServiceProcessDefinitionProductId. Placeholder: <Placeholder ServiceProcess Product Id>
    Create Case for Quote Request (SlsCncrgAgntIndCC__CreaCaseQuotRqst) Constant ServiceProcessDefinitionProductId. Placeholder: <Placeholder ServiceProcess Product Id>
    Create Opportunity Service Request Case (SlsCncrgAgntIndCC__CreaOppSvcRqstCase) Constant ServiceProcessDefinitionProductId. Placeholder: <Placeholder ServiceProcess Product Id>
    Process Sales Concierge Request (SlsCncrgSvcProc__ProcSlsCncrgSvcRqst) Start trigger filter formula: {!$Record.Product.Id}= Placeholder: {{PlaceholderServiceProcessId}}
  6. Clone each flow that requires the header image URL, replace the placeholder with the document link, and activate the cloned flow.
    Flow Field to Replace
    Process Vehicle Appraisal Request (SlsCncrgAutoSvcProc__ProcVehAprslRqst) Constant HeaderImageUrl (Optional)
    Notify Customer of Case Creation (SlsCncrgAgntIndCC__NoteCustCaseCrea) Variable headerImageUrl (Optional)
  7. Add the ECM Service Catalog Attributes Lightning web component to the Case Lightning page so service reps can view service request attributes.
Note
Note Change the ownership of the cases that the agent creates so that the fulfillment flows don't run in the context of the external Customer Community Plus user. Reassign case ownership to an internal user or queue. For guidance, see Lead or Case Ownership Changed Automatically in Salesforce.

Leave these supporting flows unchanged after you clone and activate Get Request Type: Create Quote from Opportunity (SlsCncrgSvcProc__ProcQuoteCreaFromOpp) and Create Opportunity from Case (SlsCncrgSvcProc__CreaOppFromCase).