Chatter Bot - Enabling New Capabilities for Process BuilderDoug AyersSenior DeveloperGearsCRM

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DOUG AYERSSenior Developer, GearsCRM

Salesforce MVP

Nashville Users & Developers Group Leader

12 x Certified, pursuing Technical Architect

Blog: douglascayers.com

Twitter: @douglascayers

Code: github.com/douglascayers

Videos: youtube.com/c/douglascayers

Slides: slideshare.net/douglascayers

LinkedIn: /in/douglasayers

Gold Salesforce Partner SI & ISV

Over 60 Salesforce professionals

100% Work Remotely

Communities, Service Cloud, Integrations

CHATTER BOT - ENABLING PROCESS BUILDER AUTOMATION

Overcoming Lack of Object Support in Process Builder

Four Projects:

1. Chatter Bot for Topics

2. Chatter Bot for Groups

3. Chatter Bot for Files

4. Chatter Bot for Feeds

https://douglascayers.com/tag/chatter-bot/

CHATTER BOT FOR TOPICS

Observed Behavior

Users ask questions and request support on Chatter.

You identify this should really be a Case.

Despite evangelizing to users how to log Cases, or having provided Quick Actions, users choose path of least resistance and @mention you anyways.

CHATTER BOT FOR TOPICS

Solution Proposal

Automate creation of Cases when specific Topics assigned to Chatter conversations.

Topics are a way to tag and organize Chatter conversations, very similar to how you may use #hashtags on Twitter or other social media sites.

CHATTER BOT FOR TOPICS

Process Builder LimitationsSupported

FeedItem

Not Supported

FeedComment

TopicAssignment

IdeaExchange

Support TopicAssignment in Process Builder

Support FeedComment in Process Builder

CHATTER BOT FOR TOPICS

Solution Design

DEMO

CHATTER BOT FOR GROUPS

Observed Behavior

When internal or community users join groups there is no notification to the group manager.

Community moderators manually check for new members then send welcome posts or emails.

Work Smarter,Not Harder

CHATTER BOT FOR GROUPS

Solution Proposal

Automate sending emails or Chatter posts to users who join or leave Chatter groups.

Automate actions when Chatter groups are created or updated.

Chatter Adoption Playbook by Salesforce

CHATTER BOT FOR GROUPS

Process Builder LimitationsSupported

None for our purpose

Not Supported

CollaborationGroup

CollaborationGroupMember

IdeaExchange

Chatter Group Members Email Notification

CHATTER BOT FOR GROUPS

Solution Design

DEMO

CHATTER BOT FOR FILES

Observed Behavior

Teams use Chatter Files to collaborate and share.

Users follow files so are notified of new versions.

Since only receive Daily Digest, users begin asking for content editors to email them when new versions…

CHATTER BOT FOR FILES

Solution Proposal

Automate real-time notifications to Chatter File followers when new version uploaded.

CHATTER BOT FOR FILES

Process Builder LimitationsSupported

None for our purpose

Not Supported

ContentDocument

ContentVersion

ContentNote

IdeaExchange

Add Content Document Objects to Process Builder

CHATTER BOT FOR FILES

Solution Design

DEMO

Thank You!

Blog: douglascayers.comTwitter: @douglascayers

Code: github.com/douglascayersVideos: youtube.com/c/douglascayersSlides: slideshare.net/douglascayers

LinkedIn: /in/douglasayers

Questions?