1

We have a requirement where we have to send an email to a case's related Contact.

We are trying combination of Macros (Service Cloud) and process builder.

1) We have tried with process builder to send the email alert to case's Contact. But, Process builder doesn't have look up functionality.

So, my question is can we call an Email Service from a process builder?

  • There is easier work around. Create a formula field on case that points to contact's email id. Then you can use this case formula field in your process builder. – AtulRajguru9 May 30 '16 at 11:44
  • Is there a reason you can't use traditional workflow? – crmprogdev May 30 '16 at 13:47
3

Assuming the DML event is on Case, then the Process Builder flows on Case will be evaluated using their triggering criteria to see which are true.

For those Process Builder flows triggered true, if one has an immediate action Email Alert, such Email Alert can send the email to the related Contact on Case.

Email Alerts define the recipients, not the Process itself (which only supplies the target object).

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