Create Cases from Lead Object

Based on this Idea.

What if the prospect filled out the wrong form? What is they are on a trial? What if...?

I'm going to be honest; for this solution you will need 5 new custom objects, 6 flows, 3 VF pages and you will be ready to roll! If all of that doesn't scare you then keep reading.

Let's start... Create a new lookup field under Cases for Leads (obvious rigth?!)

Now because I was lazy today but still wanted to give you something I kind of added to solutions within the same solution; so you can adjust as you need. I'm also open to suggestions or further questions you may have.

We are going to create our first flow: Screen flow

SCREEN ELEMENT 1: I wanted to give you 2 options to handle this solution:

(a) You will create an Account and contact our of your lead (without converting it) so you still connect the case to the account/contact

(b) You relate the lead to the case

So, add a picklist component with 2 choices. To make it easy for me I called them:

(a) Convert = true

(b) No Convert = false

SCREEN ELEMENT 2: You may don't need it but I wanted to add the subject line and the description of the case. Maybe you add a field for internal notes or nothing at all.

Add the following components:

• Text (Subject) /* I made it requried

• Log Text (Description)

GET RECORD - LEADS: We will get all the Lead info because we need it.

Object: Lead

Condition Requirements: Id = recordId

*recordId is a resource / Type = variable, available for input and output

Only the first record

Automatically store all fields

GET RECORD - CONTACTS: We want to find if there is a duplicate contact (just in case!) so we will use the Lead email address to find a duplicate.

Object: Contact

Condition Requirements: Email = Lead from GET RECORD - LEAD > Email

Only the first record

Choose fields and let Salesforce do the rest

• Account Id

• ID

DECISION 1: Let's check if there is an existing contact

Outcome 1: YES

Condition Requirements to Execute Outcome: AND

GET RECORD - CONTACTS Is Null false

Outcome 2: NO

When there is in fact a contact with the same email then:

CREATE RECORD - CASE: We will create a case for the existing contact/account

How many records: One

Use separate resources, and literal values

Object: Case

Here you will select the fields you want. In this example I selected:

AccountId = GET RECORD - CONTACTS > Account ID

ContactId = GET RECORD - CONTACTS > Contact ID

Description = Description

Subject = Subject

Origin = Web

OwnerId = Case Queue (*)

Status = New

(*) I'm lazy today and hard coded the Queue Id, but please make sure you add a GET RECORD to find the Queue Id. It's better practice in case you are testing in different envrioments and for deployment

DECISION 2: We want to figure out if we need to create a new account/contact or if we just link the case to the Lead

Outcome 1: Case Option = True

Outcome 2: Case Option = False

When the answer is TRUE then:

CREATE RECORD - ACCOUNT: We will create an account (we won't convert the lead so it's still on the Sales rep radar)

How many records? One

Use separate resources, and literal values

Object: Account

Enter and map all the fields you need

Manually assign variables = TRUE

Variable: NEW_ACCOUNT_ID

(*) NEW_ACCOUNT_ID is a resource. Type = Text, available for input and output

CREATE RECORD - CONTACT: We will create a contact (we won't convert the lead so it's still on the Sales rep radar)

How many records? One

Use separate resources, and literal values

Object: Contact

Enter and map all the fields you need

Manually assign variables = TRUE

Variable: NEW_CONTACT_ID

(*) NEW_CONTACT_ID is a resource. Type = Text, available for input and output

CREATE RECORD - CASE: We will create the case and assign it to the new contact/account

How many records? One

Use separate resources, and literal values

Object: Case

Enter and map all the fields you need

AccountId = NEW_ACCOUNT_ID

ContactId = NEW_CONTACT_ID

Description = Description

Subject = Subject

Origin = Web

OwnerId = Case Queue (*)

Status = New

When the decision is to link the case to the lead then we add a CREATE RECORD - CASE

How many records? One

Use separate resources, and literal values

Object: Case

Enter and map all the fields you need

LeadId = GER RECORD - LEAD > Lead ID

Description = Description

Subject = Subject

Origin = Web

OwnerId = Case Queue (*)

Status = New

Here is your final flow:

Now go to the Lead object and create a Quick Action Button (Flow) and add it to the Lead Page.

We still have one more step... We want to make sure that when a Lead is converted the cases are assigned to the contact/account. I'll show you this later so hang in there!