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Celonis Product Documentation

Salesforce – Case Management

Important

Any references to third-party products or services do not constitute Celonis Product Documentation nor do they create any contractual obligations. This material is for informational purposes only and is subject to change without notice. Celonis does not warrant the availability, accuracy, reliability, completeness, or usefulness of any information regarding the subject of third-party services or systems.

Common errors

  1. Make sure that the Case Number column does not have duplicates

  2. The DATETIME columns should adhere to the format MM/DD/YY HH:MM aa (e.g. 02/23/20 6:12 PM)

Sample Files

You can use the following sample files to demo the Quickstart before using your own data:

Requirements

To analyze your Salesforce Case Management process with Celonis Snap, you need to export two reports from your Salesforce system:

  • Cases

  • Case History

The following table lists the required columns for each report. You can always add more columns that you would like to analyze as well.

Cases

Case History

Case Number

Case Number

Case Owner

Edited By

Case Record Type

Field / Event

Account Name

Old Value

Date/Time Opened

New Value

Date/Time Closed

Edited Date

Priority

Status

Created By

Type

Note

Please make sure that your export matches the following configuration:

  • Export View: Details Only

  • Format: Comma Delimited (non-locale).csv

  • Encoding: Unicode (UTF-8)

The next section will describe in-depth how to generate a report in Salesforce and export it in the required format.

How to generate a Salesforce report
  1. To generate a report within Salesforce, you will need to access the Reports app, which you can find within the App Launcher in the top left corner.

  2. Within the Reports app, click New Report in the top right corner.

  3. In the following screen you are required to select the Report Type, which you can find in the requirements table above.

    For this example we will export the Opportunities report. Please check above which reports are needed for this Quickstart.

    Select the report type and click on Continue.

  4. Now that you created a new report, you need to adapt the columns of the report within the sidebar on the left. First remove all pre-selected columns, then add all required columns (see the requirements table above).

    In case your company uses custom process steps, include the columns that represent the ones listed in the requirements table. During the upload step you will be able to map your custom process to the standard process.

    Tip

    Feel free to add filters to your report to limit the scope of your data.

  5. After selecting all required columns, click on Run in the top right corner to execute the report.

  6. After the report is executed, export the result by clicking on Export within the dropdown at the top right corner.

  7. Within the Export dialog, select the following options:

    • Export View: Details Only

    • Format: Comma Delimited (non-locale).csv

    • Encoding: Unicode (UTF-8)

  8. Click on Export to download the file.

    Tip

    To facilitate uploading the correct file later in the upload step, rename the downloaded file to indicate the report type you just exported, e.g.Opportunities.csv.

    Now repeat this process for the remaining required report types.

Upload the exported files to the Quickstart

Now that you have exported all required reports, navigate back to the Salesforce Opportunity Quickstart to upload the exported files one by one.