Adaptive Case Manager – Installation

The Advanced Case Manager app is designed to address cases that require an orchestrated set of business processes. It builds off of the advances that have been made with Flow for Service and the Guided Action List. Each case status value is associated with multiple flows. The designer can set up the following relationships:

  1. Some flows can be marked as required. This means that before the user can transition the case status, the required flows must have been completed.
  2. Flows can have predecessor/successor relationships. Before flow B can be started, flow A must be completed
  3. Extra steps can be added in the field on an ad-hoc basis. These ad-hoc steps become part of a particular case but don’t affect the main case plan. This is good for cases where the approach varies from case to case.

Installing Adaptive Case Manager

Before Starting

  • Familiarize yourself with your org’s Case Record Types. You will want (and need) to define Case Plans on a per-RecordType basis.
  • Make sure My Domain is enabled on your target org.
  • Watch the fun video and then the informational video:

Install

1) Deploy the package (unmanaged available now; managed available soon) or push the source to a scratch org.
2) Assign the Case Management PermissionSet to your admin account (or other accounts as appropriate).

Go to Setup → Permission Sets, select Case Management and then Manage Assignments.

3) Add a Remote Site Setting so the app can use the Salesforce REST API to access some important field data.

The main symptom of not having this setup correctly is that you get an error when creating a Case Plan right after you order your Case States. If you’re having trouble determining the correct URL, run the Manage Case Plan flow from the Debug button and look in the lower right for the error:

4) Familiarize yourself with the Case Manager & HelpDesk custom setting:

Each of these custom settings links one of the case plans you’re going to create to one of your case record types, establishing with Case Plan is currently Active for the record type.

Record Type Considerations
Each Case Record Type can have a single active Case Plan. Note that the Case Plan must be active at the time the Case is created. (For more information, see Activating Case Plans in the Admin Guide). It’s not possible to assign it later to an existing Case, or change it, because that will break existing processes.

If you don’t have 1) a defined Case Plan that is 2) assigned to the record type of a Case then you will see this when you try to use the Case Plan component on a record page:

5) Review the Record Type settings for Case in your active Profile

As you probably know, you can configure the enable record types for each object on a per-profile basis.
New orgs such as scratch orgs generally don’t have any record types defined, so you’ll see this default setting:

Once you start defining your own Case Record Types, you need to click Edit and select them:

To make it easier to get started, this package installs a sample Case Record Type called Recruiting and several simple flows.

Installing the Case Plan Lightning Component

Using App Builder or the Edit Page menu item from the gear menu, add the Case Plan component to a Case Record Page. Note that unless you’ve already created a Case Plan and activated it, you’ll see an error message like the one below:

Next Steps

This completes Installation. The next step is to create a Case Plan and activate it. Then you’ll add the Case Plan component to a Case page layout. Continue with the Admin Guide.