Integrating with Litify

This article should be viewed with the Salesforce Integration Page. It provides instructions for adding the Litify specific package to the default Salesforce package that needs to be installed first. The Litify package is not strictly required, but can make the process quicker overall.

Initial Configuration

Ensuring Litify is up to Date

Before you begin, you should ensure you are on at least version 37.11 of the base Litify package. Per their instructions:

Use this URL to install the package into any organization:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHs000000iRKH

Note: If you are installing into a sandbox organization you must replace the initial portion of the URL with http://test.salesforce.com

View the full information about this release here: https://litify-central.my.site.com/community/s/article/List-of-Latest-Releases#MattersIntakes

Installing Connection Package

Before installing this package, ensure you have Litify version 37.11 (see above) and the Case Xchange package version 2.10 or above

• Install in Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDpxQAG
• Install in Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDpxQAG

Once installed assign the permission set "Case Xchange Litify Fields" to any users who would need to interact with the package.

Configuring Sending Cases

As Litify was built for sending/receiving cases on the Litify Referral Network, it has a full compliment of objects that could be used for this purpose. With their recent update in package 37.11 you can also send cases using Case Xchange directly. By following the below steps:

1. Setup Litify Sync:
   1. Navigate to the Litify Setup App and the Settings Tab
   2. Ensure you are logged into Litify.com and select "Allow external referrals"
2. Within Object Manager
   1. Go to Referral Object and field Sync Status (litify_pm__sync_status__c)
   2. Add picklist value "DO NOT SYNC" - it must match this value exactly
3. Confirm Case Xchange Mappings:
   1. When the Case Xchange to Litify Connection package is installed it will automatically create a mapping set using a referral as the source and destination
   2. To make any updates to these mappings, go to the Case Xchange Admin tab and update them there in line with the Configuring LWC section of the Salesforce Integration
4. On the Referral Lighting Page
   1. Add the LWC caseXchangeReferral to your referral page to enable sending referrals
5. Updates on the Case Xchange Side
   1. You'll need to set up the sync within Case Xchange, following the instructions provided in "Setting up Sync back from Case Xchange" of the Salesforce Integration Page
   2. We would recommend specifying the pre-established fields "casexchange__Case_Xchange_Status__c" for status and "casexchange__Receiving_Firm_Name__c" for receiving firm, but you can use any custom fields as you like
6. Set up Referral Transaction Flow (if desired)
   1. Case Xchange will not automatically create referral transactions the way that the LRN would.
   2. To set this up, a flow should only run when sync status equals "DO NOT SYNC" and then create a new transaction whenever the Receiving Firm Name you specified in 5.b. is updated

Sending a Case Using the New Setup

To send a case, follow these simple steps:

1. On an intake in Litify Actions click the drop-down next to "Refer Out" and select "Refer Out with Case Xchange" This will take you directly to a newly created referral.

2. From the created referral, fill out the Case Xchange LWC and click send to submit it through Case Xchange

Configuring Receiving Cases

Inbound cases will always come in as the custom CX Intake object (casexchange__CX_Intake__c). For your convenience there is a flow template provided titled Create Litify Intake/Referral from CX Intake.

This is an autolaunched flow that can be modified and then be launched by a simple record triggered flow on the CX Intake object. This record triggered flow should always be run asynchronously in case any errors occur. The autolaunched flow can also be added as a button to perform a manual sync (or re-sync) from a CX Intake to a Litify Intake or Referral.

Change Log

• 1.0 (First Stable Release)
  • Install Links:

    • Install in Production: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDpxQAG

    • Install in Sandbox: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tgK000000BDpxQAG