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Flow Name: Add Article to Case

Last Updated: 2024-06-19 Source Code: Add_Article_to_Case.flow-meta.xml

API Name: Add_Article_to_Case Status: Active Type: Standard Trigger: Manual/screen flow invocation

Business Purpose

This interactive flow allows users to associate Knowledge Articles with Cases by providing a user-friendly interface for selecting both the target Case and relevant Knowledge Article. It creates the CaseArticle relationship to link knowledge resources with customer support issues.

Process Flow

  1. Article Lookup: Retrieves details of the Knowledge Article based on the provided recordId input
  2. Selection Screen: Displays an interactive form with two lookup fields:
  3. Case Selection: Dynamic picklist showing available Cases (sorted by creation date, newest first)
  4. Article Selection: Dynamic picklist showing available Knowledge Articles (pre-populated with current article, sorted by creation date)
  5. Relationship Creation: Creates a CaseArticle record linking the selected Case and Knowledge Article
  6. Completion: Flow ends after successful creation of the association
📊 Click to view Process Flow Diagram 
flowchart TD
    Start([Start: Screen Flow<br/>Launched from Article]) --> GetArticle[Get Knowledge Article Details<br/>using recordId input]

    GetArticle --> Screen[Display Selection Screen:<br/>• Case Lookup (sorted by date)<br/>• Article Lookup (pre-populated,<br/>  sorted by date)]

    Screen --> UserSelect[User Selects:<br/>• Target Case<br/>• Knowledge Article]

    UserSelect --> Create[Create CaseArticle Record<br/>linking selected Case and Article]

    Create --> End([End])

    style Start fill:#e1f5ff
    style GetArticle fill:#f0e1ff
    style Screen fill:#fff4e1
    style UserSelect fill:#e1ffe1
    style Create fill:#ffe1e1
    style End fill:#e1f5ff

Key Business Rules

  • Requires both Case and Article selections before proceeding
  • Article field defaults to the current Knowledge Article when launched from an article record
  • Uses dynamic lookups that refresh based on current data
  • Creates standard Salesforce CaseArticle junction object record

Dependencies

  • Knowledge__kav (Knowledge Article Version) object
  • Case standard object
  • CaseArticle standard object
  • Screen flow capability for user interface
  • Input parameter: recordId (Knowledge Article Version ID)

⚠️ Pre-Go-Live Concerns

CRITICAL - Fix Before Go-Live

  • Error Handling: No validation if CaseArticle creation fails or if duplicate relationships exist
  • Permissions: No check if user has necessary permissions to create CaseArticle records

HIGH - Address Soon After Go-Live

  • User Experience: No confirmation message after successful association
  • Duplicate Prevention: Could create multiple CaseArticle records for same Case-Article combination

MEDIUM - Future Enhancement

  • Search Functionality: Lookups show all records - could benefit from search/filtering capabilities
  • Bulk Operations: Only handles single Case-Article association per execution

LOW - Monitor

  • Performance: Dynamic choice sets load all Cases and Articles - monitor for performance with large data volumes
  • Sort Logic: Articles sorted by creation date may not be most relevant for case association

Maintenance Notes

Complexity: Low - Standard screen flow with simple data operations. Review annually to ensure lookup performance remains acceptable as data volume grows. Consider adding search capabilities if user feedback indicates difficulty finding specific records.