Salesforce Case Assistant

As your company grows, the number of cases your agents handle daily in Salesforce increases significantly. This surge can overwhelm your support team, as they need to sift through vast amounts of information to find the right documentation to resolve each case. Consequently, customers might experience delays, waiting hours, or even days for a response.

The Unleash Salesforce Case Assistant addresses this challenge by giving case summaries and suggesting answers to help resolve the case. This tool can greatly reduce support interactions by providing agents with automated response suggestions and highlighting pertinent articles from your designated knowledge base. When a relevant answer is found, the bot offers it along with useful resources for reference, enabling quicker and more efficient case resolution.

Step 1 | Creating a Salesforce Case Assistant

To create a Salesforce assistant:

• Open the Assistants page from the Unleash panel.

• Click +New Assistant.

• Click Salesforce Case Assistant.

• Give your Assistant a name.

Note: Follow this guide in order to add the Salesforce assistant to your Salesforce suite.

Step 2 | Configuring the Assistant’s Sources

The Salesforce case assistant will be created in the Assistants page in Unleash. The sources you can connect for the assistant include both the apps you or your workspace admin have integrated with Unleash and the knowledge stored within the Unleash app. The data from these resources will be used to answer any questions directed to the bot. By narrowing the scope and prioritizing specific resources, you can improve the quality of responses, ensuring that only the most relevant information is used to answer questions.

Sources

To configure the assistant’s sources:

• Click on + Add App.

• Select the relevant app you want to connect.

  • If you have multiple links connected for an app, a popup of the links you have access to will appear. Click on the relevant account.

• To add resources from Unleash, select Unleash.

  • Under Wikis, choose the wiki/s you would like to include.

  • You can add Unleash again as an app and select additional wikis.

• Narrow the scope of the resources the bot will use by clicking on +More Filters (optional).

• As you apply filters, the system dynamically updates the available options, ensuring that new filters remain within the scope of your current selection. Three constants are: Specific Resource, Last Edited and Type.

  Specific resource:

  • Search for a resource and click the checkbox next to the relevant resource to check specific resources as data sources.

  • You can select as many as you want.

  • Once done, click Select.

  Last edited: Establish specific timeframes for the bot to draw answers from when responding to a question.

  • Choose a time filter or scroll to the bottom and select Custom.

  • Select a time from Before, After, or Between.

  • Select the dates.

  • To save, click out.

  Type:

  • Select the type of resource available for that app.

• To add another app, click +Add App (optional).

  • You can activate knowledge prioritization when you have more than two app sources configured. The assistant will seek answers within the prioritized resources you set. If no answer is found, it will expand its search to other connected resources.

    To activate knowledge prioritization:

    • Click Knowledge Prioritizationon the sources to prioritize (you can prioritize more than one).

• Click Save.

Link Indications

• If any card contains a file, the Assistant will scan and utilize those files to provide more accurate answers

• Private wikis and links that are set as a data source will be visible as answers delivered by the bot in channels. Private wikis and links are identifed by this icon:

• Links that are still syncing to Unleash are displayed with this syncing icon:

• If the selected link fails to sync, an indication will appear below the app, prompting you to try reconnecting the link on the Unleash app connection page.

• If the link was removed, an indication will appear below the app.

• When a link is selected within 24 hours of its initial connection, a message informing you that full AI functionality will be available within 24 hours of the connection time will be displayed.

Step 3 | Configuring the Assistant Instructions

The instructions are set to the default settings, allowing you to configure both the response length and tone. The advanced settings button enables you to customize and control the assistant’s behavior, tone, and response style by giving free text instructions.

Default Instructions

Response Length

Configure the response length that the assistant will use to deliver suggestions. You can set the response length to short, standard, or long, with the default being standard.

To configure the response length:

• Click on the dropdown for Response Length.

• Select:

  • Short: Typically consists of 1-2 sentences, providing quick, straightforward suggestions.

  • Standard: Slightly longer, usually a paragraph or a few sentences, offering more detailed explanations.

  • Long: In-depth and comprehensive, often spanning multiple paragraphs or containing detailed explanations.

Adjust Tone

Configure the tone that the assistant will adopt when delivering suggestions. You can set the tone to neutral, assertive, and confident, with the default being neutral.

To adjust the assistant’s tone:

• Click on the dropdown for Adjust Tone.

• Select:

  • Neutral: This is the default tone. It mirrors the language style documented in your resources and provides a balanced and professional response.

  • Assertive: This tone is direct and clear, communicating the necessary information with authority. It is used when conveying a strong stance.

  • Confident: This tone is positive and assured, instilling confidence in the customer. It is used when reassuring the customer or demonstrating expertise.

Note: Switching between standard and advance resets the previous values without saving them.

Advanced Instructions

The Advanced Settings button enables you to personalize the assistant’s behavior, tone, and response style by entering custom free-text instructions. You can provide detailed instructions up to 3,000 characters.

You can provide instructions to tailor:

• Tone (e.g., formal, casual, assertive, confident).

• Response Length (e.g., concise, moderate, detailed).

• Role and Behavior Guidelines (e.g., acting as a professional customer support representative or a knowledgeable expert in a specific field).

Example: As a customer support agent handling Salesforce cases at Acme, you are responsible for responding to customer inquiries with professionalism, politeness, and attention to detail. Ensure each response is thorough, addresses the customer's issue directly, and provides clear next steps when needed. Please conclude every message with: 'Best Regards, [Your Name].'

Step 4 | Using the Assistant in Cases

With the bot invited and the assistant set up, all that’s left is for you and your support agents to get case summaries and suggestions.

Using the case bot:

• Open any case.

• There will be two tabs:

  • Summary: This gives you a general summary of the case.

  • Resolution: This provides suggestions along with the source of the information and related articles, allowing you to click for more details and open the resource.

    • Click Copy on the suggestion to copy the content and share it wherever you need.

    • We encourage feedback on the bot's generated suggestions to enhance our algorithm. Agents can hover inside the suggestion and give a thumbs-up or thumbs-down on its helpfulness and accuracy.

Creating a Card from a Resolution

You can create a card to address the specific case. If a similar case arises, the knowledge will be stored in Unleash and ready to be suggested again.

To create a card:

• Hover inside the resolutions box.

• Click on the three-dot menu.

• Click Create a card.

  • The information from the suggestions and the source will be duplicated onto the card. You can edit it as you wish.

• Give the card a title.

• Select a wiki to save the card.

  • We recommend the wiki that was created for this workspace upon the creation of the assistant.

• Click Save.