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JB Case Scheduler post install instructions

Congratulations on installing JB Case Scheduler. If you ran a new install, make sure to follow these steps to configure JB Case Scheduler. Make sure the user who performs the setup is a system administrator + all users have Flow user checked in the user details.

Assign yourself the JB Case Scheduler Administrator permission set in Salesforce set-up. Alternatively you can create your own copy of the permission set and assign that, but be aware when we update permission sets you need to add changes manually.
Open JB Case Scheduler App via the App Launcher (you should see it when permissions are set), and click the blue Create Settings button. This will take you through a series of steps to configure all relevant settings. We'll guide you through this process.
You need to schedule the reactivation process by pressing the Schedule Now button. What this does is run a process that checks if scheduled cases need to be reactivated again. After each proces run the process is scheduled to run again after the interval you set in the settings.
The component that allows agents to schedule a case needs to be added to the lightning page lay-out. Edit the lightning page lay-out(s) your company uses and add a Flow Component. Configure this component as follows:
  • Select "JB Case Scheduler - Schedule Case" as flow
  • !IMPORTANT! Check the checkbox that states "Pass all field values..."

Assign your users the "JB Case Scheduler User" permission set in Salesforce set-up. Alternatively you can create your own copy of the permission set and assign that, but be aware when we update permission sets you need to add changes manually.

Please make sure the user is both a flow user and a service cloud user in the user settings.

The installation is done, congratulations. Now you can proceed to test scheduling a case. Should you run into any trouble or have questions on the functionality, please refer to our frequently asked questions or contact us.

Optional steps:

JB Case Scheduler added several fields to the case object. Depending on your use case you might consider adding them to the page lay-out or list views you use:

  • Schedule Reason – Stores the reason why this case was scheduled, in case the agent provided this during scheduling
  • Scheduler name – This stores the name of the agent that schduled the case
  • Follow up Datetime – This is the date and time the case is scheduled to be reactivated
  • Follow Up Active – Boolean field indicating if the case is scheduled for reactivation/follow up
  • Follow Up Owner Name – The name of the person or queue that will be the owner of the case after reactivation
  • Follow Up OwnerId – The ID of the person or queue that will be the owner of the case after reactivation