Workbase Live

Case Prioritization

Incoming Cases in salesforce are prioritized based on a keyword search of the subject

Salesforce

Tables are data pulled from your integrations

Cases

This stores a record for each case

Relationships allow you to relate your different sources of data

No relationships were needed for this use case.

Formulas are used to run calculations on your data

subject_contain_keywords	if the case subject contains any of our keywords
	IFERROR(SEARCH('customer', Subject), 0) + IFERROR(SEARCH('GC5060', Subject), 0) > 0

Triggers are a set of conditions that set a Workbook into play

The trigger is set to look for cases that contain the keywords

Actions are events that take place once a Workbook is triggered

The action is made to set the priority field on the case in salesforce.

Set Field

Field

Case.Priority

Value

'High'

Write backs are used to sync a value back to a field from your data