Action

Create Case with Enhanced Data

Create a case for the customer that's transferred from the AI agent to a service rep. The case includes all information gathered from the customer, a summary of the progress made by the AI agent, a link to the conversation, and any attachments.

Identity

Field	Value
Master label	`Create Case with Enhanced Data`
Local developer name	`CreateCaseEnhancedData`
Source template	`SvcCopilotTmpl__CreateCaseEnhancedData`
Invocation target	`SvcCopilotTmpl__CreateCaseEnhancedData`
Invocation target type	`flow`
Confirmation required	`true`
Show in progress indicator	`true`

Purpose

This is the recommended pre-escalation step when the agent cannot resolve the request on its own — it leaves the human a complete paper trail before escalation hands off the conversation.

Used by

CaseManagement — CreateCaseEnhancedData_179KY0000000OtT

Prerequisites

Customer must be verified through Service Customer Verification. verifiedCustomerID is planner-piped.
Explicit user confirmation required.

Inputs

Name	Type	Required	User input	PII	Description
`verifiedCustomerID`	text	Yes	No (planner-piped)	Yes	Contact ID associated with the newly created Case.
`messagingSessionID`	text	No	No	No	Session ID from the chat conversation (used to attach a transcript link to the case).
`caseSubject`	text	No	Yes	No	Subject of the case to create.
`caseDescription`	text	No	Yes	No	Details of the user issue to be used for the case.

Outputs

Name	Type	Displayable	Used by planner	Description
`caseRecord`	recordInfo (Case)	Yes	Yes	The newly created Case record.

Dependencies

Flow SvcCopilotTmpl__CreateCaseEnhancedData installed.
Case create permission for the bot user; access to MessagingSession lookups for transcript linking.

Used in 1 agent

Agent

Fan Agent (Nacho Fan Agent)

**Description**: Deliver personalized customer interactions with an autonomous AI agent. Agentforce Service Agent intelligently supports your customers with common inquiries and escalates complex issues. The Laila instance is themed around fans of an event — its differentiator from a stock Service Agent is the **Premium Experience** topic, which lets a fan redeem points for better seats and notifies the operations team via Slack.

12 subagents20 actionsCalled from 1 subagent

Used by (1 subagent)

Case Management

Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.