Creates a detailed support case with a structured summary, relevant conversation history, and a linked chat transcript when triggered from supported messaging channels. This context helps reps resolve issues efficiently and avoid repeated interactions.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Einstein Platform add-on or Agentforce for Service add-on |
| User Permissions Needed | |
|---|---|
| To build and manage Service Agents: |
Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
Action Details
| API Name | CreateCaseEnhancedData |
| Reference Action Type | Flow |
| Reference Action | Create Case with Enhanced Data |
| Inputs | verifiedCustomerID, messagingSessionID, caseSubject, caseDescription |
| Outputs | caseRecord |
| Does this action execute one or more prompt templates? | Yes |
Examples of Utterances That Trigger This Action
- Can you create a case for me?
- I want to talk to the Channel Manager.
- Create a case for me, for this issue.
- I need help in fixing this issue.
- Please create a case for this issue.
- Please route me to a live agent / channel manager for this issue.
- Create a case for my issue where "My dashboard isn't updating."
- I want you to create a case for the issue mentioned above.