---
schema_version: "1"
id: 66e238ce29411a77ff997ce08803f6703046f68a7a8dedb16fb8861b61905d61
title: "Learn About the Template Bot: Check Issue Status"
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_template_check_issue.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_template_check_issue.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 53a50754155496625dad3d8859a9caab08a030ba43796b43168951a72f18b5a7
description: The bot uses dialogs such as Check the status of an existing issue, Case look up, Case found, Case not found, and Add case comment to check the status of a case and add a case comment.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Learn About the Template Bot: Check Issue Status

The bot uses dialogs such as Check the status of an existing issue, Case look up, Case found, Case not found, and Add case comment to check the status of a case and add a case comment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

The Check Issue Status dialog skill helps users check the status of an issue they previously reported. Then they can add more comments to the case to update the service rep.

## Check the status of an existing issue

To capture the response to the question about whether the user has a case number, a boolean system entity and corresponding boolean variable are used. The boolean system entity enables the bot to correctly capture and understand more responses than just the standard yes and no.

![A questin dialog step asking for the case number.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_existing_issue_case_number_2.png)

The bot also asks for an email address. This check provides an extra layer of security and prevents bad actors from looking up cases if they were able to obtain only a case number.

![A quesiton dialog step asking for an email address.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_existing_issue_email_2.png)

## Case look up

Within the Case look up dialog, we invoke a flow that returns a case based on the case number and email. If multiple cases match, the flow returns the most recent case created.

![images/bots\_service\_template\_case\_lookup\_flow\_2.png](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_lookup_flow_2.png)

## Case Found & Case Not Found

The bot takes two different paths based on whether an existing case was found. If a case was found, the user can add comments to the case. If the case wasn’t found, the user can speak directly with a service rep who can help.

![A rule dialog step routing whether a case was or was not found](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_lookup_rule_2.png)

If the case was found, case details such as subject and status are reported to the user. You can use merge syntax in bot messages to pull out subject and status fields from the variable that contains the matched case.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note Merge syntax can be used across any [bot variables](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.").

![The bot sends message dialog steps if the case was found.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_found_messages_2.png)

## Add Case Comment

If users want to update their case, this dialog contains the action that adds their comment to the case they just looked up.

![An action dialog step launches a flow to add a case comment.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_add_case_comment_2.png)