To do that, go back to the builder, and click Activate in the top-right corner. Navigate to the Survey Data Mapping list. Click New Mapping. Enter the map’s name: Agent rating. Select Update Record as the Action Type.
Full Answer
How to update records in Salesforce flow?
Here's what's on the agenda: Click the + button in your Flow under the Get Records you just added, scroll down and select Update Records. The Update Records element has two modes [1,2] under the clumsy label of "How to Find Records to Update and Set Their Values". Clearly Salesforce quite didn't know what to call these either.
How do I update records after a flow has triggered?
Where the two paths of your decision come together, click the +, scroll down and select "Update Records". We're using the first option [1] in the Update Records element and using the special $Record variable [2] that represents the Lead that triggered the Flow.
How do I create a new record in Salesforce?
Create Salesforce records for opportunities, leads, tasks, notes, accounts, and contacts. Some objects (such as Account) have special guidelines and considerations for you to be aware of, but the process of creating a record is similar for all. Use the Create New drop-down list in the Sidebar to create a record.
Can I edit a custom object record in Salesforce?
Many Salesforce objects offer the convenience of inline editing for records. Updating custom object records is similar to updating standard object records. Whether you can access and change a custom object record, depends on your permissions. Conveniently edit fields on records directly from a list view.
Configure a Survey Data Map to Create Records
Maria wants to create a single data map for the post-chat feedback survey. The data map will be configured to create an Opportunity record every time a customer indicates they want to purchase another product from Ursa Major Solar.
Configure a Data Map to Update Cases
Creating a data map didn’t take half the time Maria expected it to. This data map will help the sales team, so now she wants to earn a few brownie points with the support team as well! A Case record is created every time a customer initiates a chat session.
Turn Responses to Records
Maria has created two data maps: one to create Opportunity records and the other to update Case records. Her post-chat feedback survey is also personalized for her customers, thanks to merge fields. All that’s left to do is to set up web chat to gather post-chat feedback using Salesforce Surveys.
Verify Step
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
The Update Records element
Click the + button in your Flow under the Get Records you just added, scroll down and select Update Records.
The Assignment-Update pattern
Most often you'll find yourself getting a particular record (either by Get Records or automatically with a trigger), doing some field assignment using the Assignment element and then using Update Records. Let's go through an example.
Mass updates in one step
As we mentioned above, Update Records has an "Option 2" that you can use to update a set of records that meet some criteria. This allows you to do an update en masse with minimal effort.
Where to go from here
In many cases you'll want to use the Assign-Update pattern by looping over collection of records and then saving them. Take a look at our Flow loop tutorial for that.
Hayes Davis
Hayes Davis is co-founder of Gradient Works. Previously, Hayes was SVP of Revenue Operations at Cision, where he ran a global team of 50 supporting nearly 600 sellers. He was also co-founder and CEO of Union Metrics until its successful acquisition by TrendKite in 2018. Hayes has a background in computer science.
Queue Mapping
Partners can provide a list of queues at runtime, which can be mapped by the admin to external queues in Salesforce using contact center UI. This mapping is used when a flow executes and returns a queue. In order to provide a list of queues for the UI, the partner package has to perform the following steps:
Agent Mapping
Partners who support user syncing are able to support agent mapping in Salesforce. There’s currently no UI to see the agent mapping, but the mapping entries are stored in CallCenterRoutingMap in Salesforce. This mapping is used when a flow executes and returns an agent.
Agent Availability
Service Cloud Voice for Partner Telephony supports showing agent availability in the Omni-Channel transfer UI. There are two options for showing agent availability.
