In this use case we want to use the NimbusPower Automate Connector for the following Salesforce interaction scenarios:

  1. When a call comes in then populate the caller data from the Salesforce contacts.  
  2. When the call remains unhandled (no agent available, customer hung up), then log a new call task in Salesforce with a due date and assign to the corresponding account manager.

Preconditions


At this point we assume you have a Salesforce account with admin privileges. 

To connect to Power Automate to your Salesforce instance, perform the steps below.

  1. Log into your Power Automate account. Within the main menu, go to Data > Connections. Click "New Connection" and select "Salesforce "
  2. When adding the connector, note that this requires a Premium Power Automate account. (lightbulb) Cost of this connector is outside of Luware product scope.
  3. Select your URI, and the API Version and create the connection

(warning)  We highly recommend testing in a "Sandbox" or creating a new account in Salesforce to test the connection. You can delete the account permanently after testing your solution.

You have already created the flow: Use Case - Looking up caller information and creating a task in Salesforce.

(question) Why is this necessary? In the flow of this use case you learn to create and use  Nimbus parameters which are also required in this flow.


(lightbulb) = A hint to signal learnings, improvements or useful information in context.(info) = Info points out essential notes or related page in context.
(warning) = Notifies you about fallacies and tricky parts that help avoid problems.(question) = Asks and answers common questions and troubleshooting points.
(error) = Warns you of actions with irreversible / data-destructive consequence.(tick) = Intructs you to perform a certain (prerequired) action to complete a related step.

How-To Steps

Create the Flow

(tick) Ensure that your service's workflow has a "Accept Conversation" Workflow Activity which starts the "GetOnUpdatedTasks" Trigger Event.

  1. Start your flow with the a "GetOnUpdatedTasks" Nimbus activity.
  2. Select the "Queue Left" Event. If this event is raised, it means the caller has not been connected to an Agent.

Check SFTaskID Parameter

(tick) If the contact had been found in Salesforce in the previous Flow, then there should be a value in the SFTaskID parameter. 

(lightbulb) We created these Parameters in Use Case - Looking up caller information and creating a task in Salesforce.

  1. Initialize a variable SFTaskID and write the following expression to it:
    • Name= SFTaskID
    • Type= String
    • Value= triggerOutputs()?['body/customerContextParameters/SFTaskID']

  2. Add a Control > "Condition" element to the flow and check on the SFTaskID variable


    (tick) In the "If no" branch, the SFTaskId is not an empty string, so we want to update the task.

Update the Task in Salesforce

(tick) If the SFTaskID is not an empty string, then we can update the Salesforce task as with a due date in two days.

  1. Add a "Get future time" element as follows:
    • Interval = 2
    • Time unit = Day

  2. Then add the "Update record" element from the Salesforce connector and set the values to:
    • Salesforce Object Type = Tasks
    • RecordID = SFTaskID
    • Due Date Only = Future Time
  3. Update other values as you like. Here is an example:
    • Subject = Call Back - Missed Incoming Call via Nimbus service @{triggerOutputs()?['body/teamName']} at  @{formatDateTime(triggerOutputs()?['body/created'],' hh:mm tt')}
    • Description =
      You've received a call via nimbus service @{triggerOutputs()?['body/teamName']}. The call has not been handled.
      Details: Number: @{triggerOutputs()?['body/microsoftCallerId']}
      Ring Time: @{formatDateTime(triggerOutputs()?['body/created'],' hh:mm tt')}to @{formatDateTime(triggerOutputs()?['body/terminated'],' hh:mm tt')}
    • Call Type = Inbound
    • Call Object Identifier = RequestId

 
UCIDUC  NIMB 020