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Case Creation Form in Salesforce Agentforce Agent
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May 6, 2025
Blog Post: https://www.infallibletechie.com/2025/05/case-creation-form-in-salesforce-agentforce-agent.html
View Video Transcript
0:04
hello everyone in this video we are
0:07
going to see how to allow the website
0:12
visitors when using Salesforce messaging
0:15
for web and agent force agent to create
0:19
case record when agents are not
0:22
available
0:24
let's uh go into the demo and then we
0:26
will deep dive into
0:28
the design and architecture behind this
0:37
implementation okay my agent force agent
0:40
is
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active i'm going to
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initiate messaging
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session it is asking me how can I help
0:51
you i'm going to
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say can you
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escalate to human
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agent now escalation topic in the agent
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force agent will be triggered it is
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checking the business hours uh agents
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are not
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available it is asking me to provide my
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first name last name and email address
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so I'm going to
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say and
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uh so I have given my first name last
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name and email now it will display a
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form where I will be able to create a
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case record with the information
1:40
whatever I have shared i'm going to say
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demo testing before I click save
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there are no case
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records with that subject so I'm going
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to click create
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case so it created the case it sent a uh
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acknowledgement that a case created
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successfully so I'm going to end the
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chat if I come back to
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Salesforce this is the case record which
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got created
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and uh my information are available here
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in order to achieve
2:24
this what I have done
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is in the escalation
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topic I instead of making use of the
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standard escalation topic because when
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we use standard escalation topic it will
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invoke the omni channel flow directly
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but I don't want to do that I wanted to
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invoke an agent action before invoking
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the outbound omni channel flow for that
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I have
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specifically instructed the agent force
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agent and then
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uh invoke this particular agent action
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so this agent action will be invoked um
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if you wanted to know more about the
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apex code behind it you can use this
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blog link from this you will be you you
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will be able to see the apex class that
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is used as part of that agent action
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once that action is uh done or uh or the
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execution is completed I making use of
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the context variable is within business
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hours is false if it is false then uh it
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will uh
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um follow the below instruction if it is
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true then it will directly invoke the
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outbound omni channel flow whenever it
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is false I said in the instruction to
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collect the first name last name and
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email so we were able to enter the first
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name last name and email and then I have
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given a specific instruction to display
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the
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widget so whenever the first name last
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name and email is
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entered I have written and instructed
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the agent force agent to include dollar
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symbol at the first and as well as at
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the end and it should send a response
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with this JSON structure so this JSON
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structure is sent to the end user but
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with the help
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of text message bubble I am overriding
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that JSON
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content and replacing it with a
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lightning web
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component so this is the lightning web
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component which is used to create uh the
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case
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record you will be able to get the
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sample code for your reference in my
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blog
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post and in the chat bubble I am making
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use of that particular
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um lightning web web component so that
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particular lightning web component is
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embedded within the chat bubble
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so for each and every message that is
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sent between agent force agent and the
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website visitor it makes use of this
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messaging chat bubble lightning web
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component in the lightning web component
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using
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reax I am checking whether it is
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starting with the dollar symbol and
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ending with the dollar symbol
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if it is starting and ending within the
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dollar symbol then I'm getting the
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information and then I am passing that
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value the JSON information to this
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particular uh create case
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form lightning web component and in this
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lightning web component I'm getting
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the first name last name and email
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whatever they have entered and Then I
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am displaying the two lightning input
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boxes one for case subject and the other
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one is for the case description and then
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I have I'm displaying a lightning uh
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button so that it will create the case
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record
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so with the help
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of text message bubble I was able to
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display a lightning web
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component within this messaging chat
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bubble lightning web component so that
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the end users will be able to create a
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case
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record please check the video
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description in the video description I
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have given my blog post from the blog
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post you should be able to get the Apex
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class and as well as the Lightning web
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components for your
7:04
reference i hope it was
7:11
helpful thank you for watching
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