Nextian extends the standard Salesforce Case object to implement a service-based customer support by linking cases by linking cases with services, and by extension, with related products, locations, and accounts.
The package includes the following features:
- Additional fields for the case object.
- Page Layout — A Nextian page layout (Service Analyzer Case Layout) including the new fields, sections and related lists.
- Lightning Pages and Components — Lightning experience pages featuring additional components for improved case visualization and quicker resolution.
- Additional case and account list views.
All features are fully customizable after the package is installed.
Service, Product and Location
Cases are associated with services, accounts, products and locations and relevant cases are accessible on these objects via related lists.
The association also enables calculation of case statistics (e.g., products with the higher numbers of cases).
When updating or inserting a case if service is provided, account, location, product and reseller are updated to match the service.
The following fields are used for case/service association.
| Field | Description |
|---|---|
| Service | Service associated with the case. |
| Account | Standard case account field is used. |
| Product | Product associated with the case (pulled from the service)In order to avoid naming clashes with the standard Salesforce product field, this field’s internal name is Related_Product__c. |
| Location | Location associated with the case (pulled from the service). |
| Reseller | Reseller associated with the service.Intended for notifications or case processing where a reseller is involved. |
Financial Information
The following financial fields available to allow for revenue-based prioritization or processing rules:
| Field | Description |
|---|---|
| Service Monthly Recurring Revenue | Monthly recurring revenue (MRR) of the service associated with the case. |
| Account Monthly Recurring Revenue | Total monthly recurring revenue (MRR) of all active services (i.e., with fulfillment status equal to In Service) for the account associated with the case. |
Customer Sentiment
These following fields are used to track AI-calculated customer sentiment:
| Field | Description |
|---|---|
| Customer Sentiment Score | Overall customer sentiment score (-1 negative, 0 neutral, 1 positive) based on the language used in the case subject, description and customer-provided comments. |
| Account Monthly Recurring Revenue | A brief textual summary of customer sentiment, obtained when ‘Customer Sentiment Score’ is calculated. |
Lighting Pages
Nextian package includes two Lighting record pages for displaying case records (Setup → Object Manager → Case → Lightning Record Pages):
- Service Analyzer Case — The default Nextian case detail page. It includes a specialized layout and additional Lightning components such as maps, service elements, and more.
- Service Analyzer Case Sticky Header — An alternative page for Salesforce Service Console that keeps the case header (compact layout) fixed at the top of the screen. Some users may prefer this “sticky header” experience for easier navigation while scrolling through case details.
| Important | The sticky header page uses a custom lightning template Template Sticky Header, Main Region and Sidebar (Setup → Custom Components → Lightning Components → Utility_PatternStickyHeader). |
