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Case Split Agent Extension: Know When to Split

Automatically keep cases clean and on topic with Agentforce and Case Split!

Overview

One issue per case means higher-quality service. Powered by AI, the Case Split Agent Extension does the work for you, keeping cases clean and on topic by automatically detecting when to split a case and moving related records.

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See How Case Split Agent Extension: Know When to Split Works

  • Identify a Secondary Issue Near Case Resolution - When a new message is received from a customer that potentially contains a second issue, display a confidence indicator and narrative explaining why the case should be split.

  • Once the "Split" button is clicked on the component, records related to the new case (email messages, case comments, files, etc.) are automatically moved, making it easier for support agents to fill in the blanks with the missing pieces for the new case.

Automatically recognize when a customer asks about something different from the current case, to help a support person know when to split it into a new case. Then, automatically move related records (email, comments, files, etc.) to the new case.

Categories

Business Needs
Customer Service
Agent Productivity
Case Management
Industries
Horizontal Product
High Tech
Manufacturing
Personas
Administrator
Consultant
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Agentforce
Agentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn More
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Agentforce
Managed Package

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