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Agents Salesforce Knowledge Creation Agent

Salesforce Knowledge Creation Agent

Automates knowledge article generation from resolved cases in Salesforce, enhancing efficiency and reducing redundancy.

About the Agent

Manually creating knowledge articles from resolved cases is often overlooked, leading to incomplete documentation and inefficiencies in customer support. Support teams frequently face challenges finding past case resolutions, causing delays and unnecessary repetition of work, which slows down response times and affects service quality. The Salesforce Knowledge Creation Agent automates this process by using LLM to extract, structure, and transform resolved cases into clear, organized knowledge articles within Salesforce's Service Console.

To ensure compliance with data privacy regulations, PII redaction is performed before publishing, protecting sensitive customer information. The agent checks for existing knowledge articles to prevent duplication and ensures that only the most current and relevant information is added. By automating knowledge creation, the agent saves time for support teams and improves the consistency and accuracy of shared information. Support teams can quickly access accurate resolutions, resulting in faster response times and higher customer satisfaction. The agent also provides a direct URL to either new or pre-existing knowledge articles, allowing for seamless access to critical information. With less manual effort, improved compliance, and a structured knowledge base, businesses can streamline their support operations and offer more reliable and efficient customer assistance. Additionally, human feedback loops help refine the knowledge base over time, ensuring ongoing relevance and accuracy.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Salesforce Knowledge Creation 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 Knowledge Creation Agent:

Troubleshooting Intermittent Connectivity Issues with Project Catalyst


Issue Summary


Users experienced intermittent connectivity issues with Project Catalyst, leading to disruptions in workflow. The issue was isolated to Project Catalyst and was reported as high-priority due to its impact on critical project deadlines.


Symptoms


    

  • Random disconnections while using Project Catalyst  
    • 

  • Error message: "Connection to Project Catalyst Server Lost. Attempting to Reconnect..."  
    • 

  • Error Code: CS-102  
    • 

  • Issue persisted despite stable internet connection  
    • 



Troubleshooting Steps Taken


1. Initial Investigation


    

  • Verified user entitlement and SLA status  
    • 

  • Checked for recent network changes (none reported by IT team)  
    • 

  • Confirmed affected users (approx. 5 in the main office)  
    • 



2. Basic Troubleshooting


    

  • Provided KB article KB00098 (Troubleshooting Common Network Issues)  
    • 

  • Steps included clearing cache, restarting router, and checking network settings  
    • 



3. Escalation to Level 2 Support


    

  • Root Cause: Overload on the primary database server due to an automated data synchronization job consuming excessive resources  
    • 

  • Resolution:  
      

    • Terminated the runaway data sync job  
      • 

    • Re-routed new connections to a secondary database server  
      • 

    • Monitored system performance to confirm stabilization  
      • 

    

    • 



Resolution


    

  • The database load was normalized, and users reported no further interruptions.  
    • 

  • Case status was marked Resolved after confirmation from the customer.  
    • 



Preventive Measures & Next Steps


✅ Root Cause Analysis (RCA) to optimize the data synchronization job

✅ Adjust scheduling and resource allocation for background jobs

✅ Improve monitoring and alerting to detect similar issues proactively

✅ Update internal documentation with troubleshooting steps for Error Code CS-102

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