Hi Bunyod,

Do you have a specific request regarding this use case?

With the Salesforce module in action flows, you can create broadcast messages, create and modify records and jobs, and make API calls from your Salesforce account.

Best,

Paulina

Hi Paulina,

Yes, we do have a use case where the Action Flow creates a Salesforce Ticket and assigns it to the right Queue. But it is built as follow. We use your Celonis Mailing Server for sending a Message to a FMB in Salesforce to create a Ticket. So we are now looking for an option to avoid using the Celonis Mailing Server with webhook. It would allow us to get reply from the Salesforce Ticket Receiver to reply/react to the tickets.

Hello Bunyod,

If you want to be able to get an email reply to an account, you could configure any email connection to be sent from a preferred personal or company account through an Action Flow module. This way, the sent emails will be stored in the configured account and would also allow to receive replies. It is recommended to set up a unique email account for this.

Best,

Paulina

Hi Paulina, Thanks for the hint. If possible what we want is to generate Salesforce Tickets for Action Flow Alerts then, track the Success Rate of our generated Alerts in Celonis(we have Salesforce Reports with direct connection to Salesforce).

Hi Bunyod,

I'm having trouble identifying your problem. I understand you have a working action flow already setup with the Celonis email that "creates a Salesforce Ticket and assigns it to the right Queue". I would appreciate it if you could you provide some more details on the current setup you have and the changes you want to achieve.

Best,

Paulina

Hi Paulina, in current set-up it is as follow.

The Action Flow is built from Action and Skill (components and they communicate via a webhook). The Email will be sent to a Salesforce FMB (Functional Mailbox) and from there a Salesforce Task/Ticket will be generated and assigned to the responsible Team Queue.

What I'm looking now for is a direct connection of Celonis to Salesforce, if possible avoid usage of the Celonis Mailing Server. Since I couldn't find any information what capabilities the Salesforce Module for Action Flows have and what we could use the offered once for, I was wondering of someone had a similar use case or experience. Frankly it's not really clear in the description (s. below the snip). As far as I know in Salesforce there is an option called REST Web Service which should serve exactly for this purpose. I will talk to the Salesforce colleagues and see if I could somehow optimize the current set-up.

Thanks.

Cheers,

Bunyod

Hello Bunyod,

Feel free to refer to the product documentation on the The Salesforce modules.

Best,

Paulina