How to associate the case on an outbound call

This guide is focusing on when the case owner will be the one making an outbound call and any user will only be the case owner of one case that is ‘In progress’ at any one time. A variation of this could be built to find cases associated with the number being called or other criteria that could be used to find the right case record.

The Build

1. Search for the Routing Policy tab using the app launcher (or 3×3 dots in the top left).

2. Click on the ‘Outbound Calls’ policy.
   Please make sure you are only making these changes out of hours as this could disrupt ongoing outbound calls. This policy also affects all outbound calls in the whole org so be aware when implementing any changes!

3. Break the connector near the beginning of the policy (before any paths split).
   For this example, the new changes are being added just before the ‘Requested Number’:
   

4. Add a new action container and put a query object app inside it.

5. Configure the query object app like this:

   1. Name this item: Query NB User

   2. Result Set: NBUser

   3. Trigger When:

      1. Uncheck ‘Records found’

      2. Check ‘Records not found’ and ‘Error Returned’

   4. Record Type: Natterbox User

   5. Filter results:

      1. Field: User Extension

      2. Value: $(CallerNumber)

   6. Return Fields: Salesforce User
      
      
      

   7. Connect the path from the app to the next container.
      

6. Add another query app into the same container and configure it like this:

   1. Name this item: Query Case

   2. Result Set: Case

   3. Trigger When:

      1. Uncheck ‘Records found’

      2. Check ‘Records not found’ and ‘Error Returned’

   4. Record Type: Case

   5. Filter results:

      1. Field: Owner Id

      2. Value: $(SForce_NBUser.nbavs__User__c)
         This is the result from the first query object. You can find it from the macro pop-up, see here:
         AND [select ‘+Add Fields (AND) ]

      3. Field: Status

      4. Value: In Progress

   6. Return fields: Case ID

      
      

7. In the same container, add a ‘Manage Properties’ app.

8. Choose the ‘Custom Properties’ tab

   1. Property: Case

   2. Value: $(SForce_Case.Id) - this is the macro from the query case

   3. Toggle on ‘Export’ if you want this to property to be on the second call reporting record (if there is a transfer).
      
      

9. Connect the bottom connector from the container to the existing path. It will look something like this: