Next to identying the user as existing Salesforce "Contact", handling "Cases" is a well-known task in Salesforce Service Cloud. With the Cognigy Salesforce Extension, one can create, retrieve, and update "Cases" easily. Thus, a "Case" can be created directly or in the end of the conversation based on:

1. Transcript
2. "Contact" details
3. Previous interactions
4. and more

Furthermore, the conversation could start with retrieving all cases of an existing "Contact" in order to proactively ask if they are calling regarding one of their previously created "Cases".

How it works

In the "Identiy a Contact" guide, we already introduced our AI Agent "Anna" to the conversation.

Create a Case

First, Anna should be able to create a "Case" in Salesforce. For this, we add a so-called "Tool" called "create_case":

Since the "Create Case" Flow Node will require the "Subject" and "Description"details, we add two parameters to our new tool:

1. subject
2. description

The actual values for these parameters will be populated to the Input object as soon as the AI Agent got the information from the user. Thus, we can now add and configure the "Create Case" Flow Node below this newly created "Tool":

In the "Edit Node" menu, one can see that the available "Status" "Origin" options are again automatically retrieved from the connected Salesforce instance. The "Subject" and "Description" is filled by our parameters from above.

In order to inform Anna that her job is done, we add the "Resolve Tool Action" Flow Node. In addition, we define an answer that is used by Anna to provide a personalized message to the user. In our example, we can add the "Case Number" that was returned by the "Create Case" Flow Node. With this information at hand, the user can come back later and ask for the specific status of this engagement:

This could result in a conversation that looks similar to this:

Get a Case

Let us imagine that Alex calls again a few hours later to get an update on the recently created demo request. To assure that Anna is able to help, let us add the "get_case" Tool:

This time, we require the "caseNumber" parameter to make sure that Anna asks the user for this information. 

Next, we can add the "Get Case" Flow Node and configure it accordingly:

Anna is now able to retrieve "Cases" from Salesforce by using a given "Case Number". However, we have to tell Anna again that the job is done if retrieving was successful. Therefore, we add another "Resolve Tool Action" Flow Node:

This could result in a conversation that looks similar to this: