---
schema_version: "1"
id: c2b3c0b049c4f66ae913f381e47c52b3238f7af2fa73eab870394fb8d21f72cd
title: "Learn About the Template Bot: Report an Issue"
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_template_report_issue.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_template_report_issue.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c55002d0e2d0cd834d94829e72b2da943b3549468f7f48c300ad25c895ead7b3
description: You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Learn About the Template Bot: Report an Issue

You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog.

### 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 Report Issue dialog skill, the group of dialogs used to complete a task, assists your end users in getting their issues resolved by service reps. It can replace or augment an existing Web2Case form. The Report Issue dialog skill follows a similar pattern as [Connect with Sales](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record."), with some key differences to allow users to report multiple issues in the same bot conversation.

The first rule recognizes if a case was created through the pre-chat form. If so, the bot displays a custom message and allows the user to go back to the Main Menu to report another case, if needed.

![A rule dialog step checks to see if the case exists.](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_report_issue_rule_2.png)

Similar to the Create Lead dialog, the Create Case dialog also recognizes if information to create a case has been provided. Then the bot skips the Get user info dialog to ask the end-user questions.

![A rule dialog step creates a case and replies to the end user.](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_report_issue_rule2_2.png)

## Create Case

The action dialog step, which creates a case, is built similarly to the [Create Lead](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record.") action. However, this flow also outputs the case number, so users can reference it later if they want to look up the case.

![An action dialog step launches a flow and creates a case.](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_create_case_2.png)