Current Functionality

Salesforce Case creation from KC Bot

  • 17 February 2021
  • 7 replies
  • 62 views

Userlevel 2

We want to move our knowledge centre that is currently held on Salesforce so that it is in app via the KC bot.

 

We still need a way for our users to submit support cases, so I was wondering if it was on your roadmap to have case creation for SF from the KC bot?


Or if you have a fun workaround that would also be appreciated - the feedback option doesn’t really work for us.


7 replies

Userlevel 5
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Hi @zacdarocha ,

Appreciate your interest in posting the question on the Gainsght PX Community Channel, and it's the right one considering the use case of creating a case in salesforce upon submitting feedback via KC bot.

 

With the existing product design, here is how you can achieve this using Gainsight PX KC Bot.

 

Solution Video: Click Here to Know How to create a case in SFDC using KC BOT in PX

 

Refer to this Community post, let us know if it's helpful:

 

 

Thanks

Dileep Nalla

Userlevel 2

Thanks @dileepnalla 

I did find that video but it does not really help us achieve what we need at this moment in time.


Do you know if there are plans to work on Salesforce Case Creation using a similar approach to what you have with Zendesk currently?

Userlevel 5
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Hi @zacdarocha,

Current Zendesk case creation via KC BOT is even based on the email forwarding mechanism, however, our product team is working on creating the tickets via Zendesk API.

 

It would be great if you please share your expectations and thoughts on case creation in Salesforce?

You can share all implementation thoughts that would really help you to achieve your use case.

Upon that, we can summarize them and the product team will be reviewing them.

 

Thanks

Dileep Nalla

 

Userlevel 1

The video mentioned above seems to be missing.

We would also be interested in how Salesforce support cases could be created from the KCB feedback feature.  Currently our users email a support address which creates the case -- but there is no structure at all to the information received.  We need some sort of form to prompt the user to provide the correct info that we need to start troubleshooting

If the KCB simply sends a blob of text via email, that probably would not be an improvement for us.

Userlevel 7
Badge +2

The video mentioned above seems to be missing.

We would also be interested in how Salesforce support cases could be created from the KCB feedback feature.  Currently our users email a support address which creates the case -- but there is no structure at all to the information received.  We need some sort of form to prompt the user to provide the correct info that we need to start troubleshooting

If the KCB simply sends a blob of text via email, that probably would not be an improvement for us.

@susan_parker sorry for the inconvenience we will add the video.

Userlevel 5
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@susan_parker , Apolgies for broken link, updated the new video link.  

Userlevel 7
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@susan_parker , Apolgies for broken link, updated the new video link.  

Thank you! @dileepnalla 

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