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In Salesforce, record types are utilized to categorize records based on specific criteria. This empowers Admins to define various sets of pick list values, page layouts, and business processes tailored to different user groups. 

Currently, in Talkdesk for Salesforce automations, the option to specify which record type to create is available on the Create Case action, which affects the Case object.

Prerequisites

In Salesforce, you need to ensure that the integration user has the correct permission to create the object with the specific custom record type that will be configured in the automation. 

To create Cases with a specific custom record type, please follow these steps:

1. Go to Salesforce > Setup > Profile > Select the integration user profile > in the “Record Type Settings”, click “Edit” next to Case type of record.

Note: this option is only available if custom record types are created to the object Case.

2. In the Case object “Record Type Settings” page, ensure the custom case record type is in the “Selected Record Types” column [1]. In the section “Default Record Type” [2] you can define the default record type to be assigned to cases when no record type is defined. 

Configuring a Record Type in Automations

Note: For more information about Talkdesk for Salesforce Automations, please click here.

To configure the case record type in a Create Case automation, do the following:

1. In the automation page, search for the “Record Type” input. The input may be displayed as a select field or a text field depending on what is configured in the Talkdesk for Salesforce configuration page (Talkdesk > Builder > Integrations > Salesforce > Configuration) for the “Preview Action” and depending on whether custom case record types are configured or not in Salesforce:

a) If “Preview Actions” is selected and custom case record types are configured, it will display as a select field [1]. The “Dynamic value” option allows the Admin to insert manually the case record type ID.

b) If “Preview Actions” is selected and custom case record types are not configured, it will display as a text field. If you leave this field blank, cases will be created in Salesforce with the default record type assigned to the integrations user’s profile in Salesforce.

b) If you don’t select “Preview Actions”, it will display as a text field. The Admin should manually insert the case record type ID.

2. Define the case record type.

3. Click Save.

Here are the expected outcomes: