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Agents Salesforce Next Best Action Agent

Salesforce Next Best Action Agent

Streamlines case resolution by summarizing cases, displaying resolution status, and providing next-step recommendations using past case knowledge.

About the Agent

Support agents often face challenges in resolving cases efficiently due to scattered information, unclear next steps, and difficulty in referencing past resolutions. These obstacles lead to delays, inconsistent decision-making, and lower customer satisfaction. Manually analyzing case details is time-consuming, making it harder for agents to provide timely and accurate resolutions.

The Salesforce Next Best Action Agent addresses these challenges by leveraging LLM to generate concise case summaries, display resolution statuses, and provide actionable recommendations based on past cases. It continuously refines its suggestions through human feedback, ensuring agents receive highly relevant insights. By integrating historical case knowledge with real-time feedback, the agent empowers support teams to work smarter and more efficiently. It minimizes manual effort, standardizes responses, and enhances decision-making, ultimately improving customer experience and satisfaction.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Salesforce Next Best Action Agent:

Case Details


    

  • Case Number: 00001047  
    • 

  • Subject: Intermittent Connectivity Issues with Project Catalyst - Blocking Progress on Alpha Project  
    • 

  • Status: In Progress  
    • 

  • Priority: High  
    • 

  • Created Date: 2025-01-08  
    • 

  • Last Modified Date: 2025-01-08  
    • 



Description


Subject: Urgent - Project Catalyst Connection Problems - Alpha Project Blocked  


Dear Innovate Solutions Support Team,  


We are experiencing significant intermittent connection issues with Project Catalyst this morning. Several of our project team members (at least 5) are getting randomly disconnected while using the software. They are seeing messages indicating a loss of connection, and it's disrupting their workflow incredibly significantly. This started happening around 10:30 AM PST. We've checked our internet connection, and it seems stable as we can access other online tools, including our internal project management system and shared drives, without any problems. This seems to be definitely isolated to Project Catalyst. Could you please investigate this as a matter of absolute urgency? We have critical deadlines approaching for the Alpha Project, and this is severely impacting our ability to meet them.  


Please let me know what information you need from our end. We are using the latest version of Chrome on Windows 10, if that helps.  


Sincerely,

Robert Miller

Project Manager

Global Innovations Corp.  




Case Feed


2023-10-27 11:15 AM PST - Emily Carter (Support Agent - Tier 1)


    

  • Received email from Robert Miller regarding intermittent connectivity issues with Project Catalyst.
    • 

  • Confirmed account details and verified Standard Support entitlement.
    • 

  • Logged initial description from customer’s email, highlighting urgency.
    • 

  • Replied within 5 minutes, requesting clarification on affected users and their locations.
    • 

  • Asked for OS and browser versions (confirmed Windows 10 & Chrome).
    • 

  • Provided a knowledge base article (KB00098) on troubleshooting network issues.
    • 



2023-10-27 11:45 AM PST - Emily Carter (Support Agent - Tier 1)


    

  • Robert confirmed basic troubleshooting did not resolve the issue.
    • 

  • Requested a screenshot of the exact error message and timestamps.
    • 

  • Screenshot showed: "Connection to Project Catalyst Server Lost. Attempting to Reconnect..." (Error Code: CS-102)
    • 

  • Noted issue might be related to server-side interruptions.
    • 



2023-10-27 12:15 PM PST - Emily Carter (Support Agent - Tier 1)


    

  • Attempted to replicate the issue in a test environment but was unable to reproduce it.
    • 

  • Checked the system status dashboard and found a spike in HTTP 503 errors and timeouts for the affected region.
    • 



Escalation to Level 2 Support


David Chen (Level 2 Support Engineer)


    

  • Identified a temporary overload on the primary database server due to an automated data sync job.
    • 

  • Implemented a fix by terminating the runaway job and rerouting connections to a secondary database server.
    • 

  • Monitored system metrics and confirmed error rates dropped significantly.
    • 



Final Updates


    

  • Emily Carter: Called Robert, explained the cause and resolution.
    • 

  • Robert: Confirmed issue is resolved, team is working without further interruptions.
    • 

  • Level 2 will conduct a Root Cause Analysis (RCA) to prevent future occurrences.
    • 

  • Case Status: Resolved.
    • 





Next Steps


    

  • Level 2 Support to analyze the automated data sync job’s resource consumption.
    • 

  • Optimize queries, adjust scheduling, and enhance monitoring for proactive issue detection.
    • 

  • Update internal documentation on error code CS-102.
    • 





Query Data


    

  • User Question: Give me a list of cases that are not closed.
    • 

  • Action: CASE_CHAT
    •

Deliverable Example

Sample output delivered by the Salesforce Next Best Action Agent:

Case Summary


    

  • Case Number: 00001047  
    • 

  • Subject: Intermittent Connectivity Issues with Project Catalyst  
    • 

  • Status: In Progress  
    • 

  • Priority: High  
    • 

  • Created Date: 2025-01-08  
    • 

  • Last Modified Date: 2025-01-08  
    • 



Resolution Status & Insights


The issue was identified as a temporary overload on the primary database server due to an automated data sync job. A fix was applied by terminating the job and rerouting connections to a secondary database server. The system metrics showed a drop in error rates after the resolution. However, further steps are required to analyze and optimize resource consumption to prevent future occurrences.  


Recommended Next Steps


    

  1. Proactive Monitoring: Implement enhanced monitoring to detect and mitigate similar server overload issues before they impact users.  
    2. 

  2. System Optimization: Optimize automated data sync jobs to reduce excessive resource consumption.  
    3. 

  3. Documentation Update: Improve internal documentation on Error Code CS-102 to provide faster resolutions in the future.  
    4. 

  4. Customer Follow-Up: Although the issue was resolved, a follow-up email to Robert Miller is recommended to ensure sustained system stability.  
    5.

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