Workflow Rule: Case - Email Notifications¶

Last Updated: 2025-08-25 Source Code: Case.workflow-meta.xml

API Name: Case Status: Active Type: Standard Primary Function: Automated email notifications for case lifecycle management

⚠️ Technology Note: This workflow uses legacy Workflow Rules. For new automation, use Flows. This documentation is for maintenance of existing automation.

Business Purpose¶

The Case workflow provides automated email communication to case owners and customers (suppliers) throughout the case resolution process, ensuring stakeholders stay informed about case status changes and response requirements. This automation reduces manual follow-up tasks and provides consistent, professional customer communication throughout the support process.

Workflow Configuration¶

Trigger Settings¶

Object: Case
Evaluation Criteria: [To be documented from workflow-meta.xml]
Specific evaluation criteria not documented in original file
Likely uses created, and every time it's edited for status change notifications

Rule Criteria¶

When to Execute: The workflow contains multiple rules that trigger on different case lifecycle events: - When new cases are created - When case status is updated - When cases are pending response from case owner

Formula/Criteria:

[Specific criteria formulas to be documented from workflow-meta.xml]

Workflow Actions¶

Immediate Actions¶

The workflow sends email alerts immediately when specific case conditions are met.

Email Alert - Case Created (Owner Notification)¶

Type: Email Alert
Description: Notifies the case owner immediately when a new case is created
Business Impact: Ensures case owners are aware of new cases requiring attention and can begin work promptly

Email Alert - Case Created (Customer Notification)¶

Type: Email Alert
Description: Sends confirmation email to customer who submitted the case via SuppliedEmail field
Business Impact: Provides immediate acknowledgment to customers that their case has been received and is being processed

Email Alert - Case Status Updated¶

Type: Email Alert
Description: Notifies customer when case status changes
Business Impact: Keeps customers informed of case progress without requiring them to check the system manually

Email Alert - Case Pending Response¶

Type: Email Alert
Description: Alerts case owner when a case requires attention or response
Business Impact: Ensures cases don't languish without action and response SLAs are met

Time-Based Actions¶

No time-based actions are currently configured for this workflow.

Business Rules & Logic¶

Dual Notification System: The workflow implements both internal (case owner) and external (customer) notifications to ensure all stakeholders are informed:

Case Creation Process:
When a new case is created, the case owner receives an immediate notification
Simultaneously, the customer who submitted the case receives a confirmation email
Both notifications use the SuppliedEmail field for customer communication
All emails are sent from the organizational address: project.aanp@integrate2cloud.com
Status Change Communication:
When case status is updated, customers receive automatic updates
This keeps customers informed without manual intervention from support staff
Reduces incoming "status check" inquiries from customers
Response Management:
Case owners receive alerts when cases are pending their response
Helps manage workload and prevent cases from stalling
Supports SLA compliance and customer satisfaction goals
Template Standardization:
All emails use branded templates from AANP_Email_Templates folder
Ensures consistent, professional communication
Templates include appropriate case details and next steps

Action Details¶

Email Alerts¶

Case Created (Owner)¶

Alert Name: [To be documented from workflow-meta.xml]
Recipients: Case Owner
Template: AANP_Email_Templates/Case_Created
Purpose: Immediate notification to case owner for new case assignment

Case Created (Customer)¶

Alert Name: [To be documented from workflow-meta.xml]
Recipients: Customer (via SuppliedEmail field)
Template: AANP_Email_Templates/Case_Created
Purpose: Confirmation to customer that case has been received and logged

Case Status Updated¶

Alert Name: [To be documented from workflow-meta.xml]
Recipients: Customer (via SuppliedEmail field)
Template: AANP_Email_Templates/Case_Status_Updated
Purpose: Keep customer informed of case progress and status changes

Case Pending Response¶

Alert Name: [To be documented from workflow-meta.xml]
Recipients: Case Owner
Template: AANP_Email_Templates/Case_Pending_Response
Purpose: Alert case owner when action is required on a case

Field Updates¶

No field updates are configured for this workflow.

Task Creation¶

No task creation actions are configured for this workflow.

Outbound Messages¶

No outbound messages are configured for this workflow.

Dependencies¶

Email Components¶

Email Templates:
AANP_Email_Templates/Case_Created
AANP_Email_Templates/Case_Status_Updated
AANP_Email_Templates/Case_Pending_Response
Email Alerts: Multiple alert definitions for case lifecycle events
Org-Wide Email Address: project.aanp@integrate2cloud.com

Salesforce Objects¶

Case: Standard object with fields read:
SuppliedEmail (for customer communication)
OwnerId (for case owner notifications)
Status (for status change triggers)
CaseNumber, Subject, Description (included in templates)

Integration Systems¶

None - this workflow operates entirely within Salesforce email system

User/Queue Dependencies¶

Case owners must have valid email addresses
Case assignment rules must properly set OwnerId

Integration Points¶

Email Delivery: Salesforce email delivery system for all notifications
Template Management: Email template framework for consistent branding and message structure
User Management: Case ownership and assignment processes
Business Processes: Integrates with case lifecycle and status management processes
Customer Communication: SuppliedEmail field provides link to external customers

User Impact¶

Case Owners: Receive immediate notifications when cases are created or require attention, enabling proactive case management and faster response times
Customers/Suppliers: Stay informed about case status without needing to check the system manually, improving customer experience and reducing support inquiries
Support Teams: Automated communication reduces manual follow-up tasks, allowing focus on case resolution rather than status updates
Management: Consistent communication ensures professional customer experience and supports SLA compliance

Migration to Flow Considerations¶

Complexity to Migrate: Low

Recommended Approach: This workflow is an excellent candidate for migration to Record-Triggered Flow: - Use Record-Triggered Flow with "Fast Field Updates" (or "Actions and Related Records" for emails) - Create one flow for Case creation events - Create another flow for Case status updates - Use Flow's Send Email action instead of Email Alerts - Flow provides better debugging, testing, and versioning capabilities

Key Considerations: - Test email delivery thoroughly in sandbox before production deployment - Verify all email templates render correctly with Flow email actions - Consider adding additional logic (e.g., email only on specific status changes) - Flow allows for more sophisticated recipient logic if needed in future

Business Value of Migration: - Better visibility into automation execution with Flow debug logs - Easier testing and troubleshooting of email logic - Ability to add conditional logic for different case types or priorities - Enhanced error handling and retry capabilities - Version control for workflow changes - Potential to add additional automation (field updates, related record updates) in same flow

⚠️ Pre-Go-Live Concerns¶

CRITICAL - Fix Before Go-Live¶

Email Template Validation: Verify all referenced email templates (Case_Created, Case_Status_Updated, Case_Pending_Response) exist and render correctly in target org
Org-Wide Email Address: Confirm project.aanp@integrate2cloud.com is configured, verified, and deliverable in production environment
Case Workflow Rules: Original documentation notes that only email alerts are defined without trigger conditions - verify complete workflow rules exist in workflow-meta.xml
SuppliedEmail Field: Verify this standard field is accessible and populated appropriately for customer notifications

HIGH - Address Soon After Go-Live¶

Email Deliverability: No validation that SuppliedEmail addresses are valid before sending, may result in bounce-backs for invalid addresses
Template Content: Email templates may contain environment-specific content (URLs, phone numbers, branding) that needs updating for production
Workflow Activation: Verify workflow rules are properly activated and triggering as expected
Email Volume: Monitor email delivery volume to ensure not exceeding Salesforce daily limits
Bounce Handling: Establish process for monitoring and handling bounced emails

MEDIUM - Future Enhancement¶

Migration to Flow: Consider converting to Flow for better maintainability and debugging (see Migration section above)
Email Tracking: No mechanism to track email delivery success or failures - consider adding email tracking
Template Management: Consider using custom metadata for template selection flexibility
Notification Preferences: No user preference options for email notification frequency - consider adding opt-out capability
Enhanced Logic: Consider adding status-specific notifications (e.g., only notify on certain status changes)
SLA Integration: Consider integrating with Case Milestones for SLA tracking

LOW - Monitor¶

Email Volume: Monitor email delivery volume and potential spam issues
Template Updates: Establish process for maintaining email template content and ensuring accuracy
Customer Feedback: Track customer response to automated communications and satisfaction scores
Delivery Rates: Monitor email delivery success rates and bounce rates
Case Owner Response: Track how quickly case owners respond to notification emails

Maintenance Notes¶

Complexity: Low Recommended Review Schedule: Quarterly during support process updates

Key Maintainer Notes: - ⚠️ Legacy Technology: Workflow Rules are no longer recommended for new automation - Consider migrating to Flow when business requirements change or during next major enhancement - Email templates are separate components that can be updated independently - Changes to Case object fields may require template updates - Monitor email deliverability to ensure reliable customer communication

Testing Considerations: - Test all evaluation criteria scenarios in sandbox - Verify email delivery to both internal users and external customers - Test with various case types and status values - Verify SuppliedEmail field is properly populated in test scenarios - Test with invalid email addresses to verify error handling - Confirm org-wide email address is properly configured - Validate all email templates render correctly with test case data

Business Owner¶

Customer Support Team