Predefined Calculation: CXM - Reference of most recent case for user

Summary

This formula will return the reference of the most recent case associated with the signed in customer, for a specific case type.

Setup

The formula requires integration with Jadu CXM to be configured. This can be done under Settings > Integrations > Jadu CXM.

Inputs

This formula requires 1 input to be passed through to it, the case type to match in CXM.

Return values

Value Description
A case reference If the customer has at least one case of the specified type.
none Otherwise.

Note: return values are case sensitive

Formula Logic

  1. The customer's CXM access token is obtained, as they are signed in.

  2. CXM is queried using this token, to fetch all of the customer's cases of the specified type.

  3. The reference of the first case is the result of the formula.

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