Set Up the Alerts Feature for Multiplay Subscription Management (Managed Package)

Alerts for fraudulent accounts in the Multiplay Subscription Management agent console uses a Salesforce flow named SFI_CreateFraudRecordAlert.flow. You can replicate and extend the Alerts functionality to create any kind of alerts.

This feature is part of the Communications Cloud managed package.

The flow is triggered every time the Fraud checkbox is selected or deselected for an account. When the Fraud checkbox is selected, the flow verifies if an entry exists for this account in the Record Alerts object. If an entry doesn't exist, then it is created. If an entry exists but is inactive, then another entry is created. For more information on Record Alerts and on how to create any kind of alerts, see Record Alerts.

We've configured Record Alerts by using the following fields. You can modify the field values to customise the flow based on your requirements. For example, we've set the Valid Until Date as 6 months from the time that the account has been marked as Fraud. You can change this field value to a year or any other time period. Or, you can change the Severity from Warning to Error or Info.

Field	Field Value
Parent Record	The Account ID.
What Record	The Contact ID.
Active	Either True or False.
Subject	Account marked as fraud.
Description	Fraud has been activated.
Effective Start Date	The current date.
Valid Until Date	6 months from the time that the account has been marked as Fraud.
Severity	Warning.

For alerts to appear for an account marked as Fraud, the Active flag must be set as True. When an alert appears, the agent can expand the dropdown menu in the Alerts section and select Snooze for 24 Hours or Dismiss.

When the Fraud checkbox is deselected, then the Active flag of that record is also set to False.