---
title: "Salesforce Case Assistant"
slug: "salesforce-case-assistant"
updated: 2025-12-16T08:46:58Z
published: 2025-12-16T08:46:58Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.unleash.so/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/ezgif.com-crop (3).gif)

## Step 1 | Creating a Salesforce Case Assistant

**To create a Salesforce assistant:**

- Click on ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Group 2413(2).png) **Control Center.**
- Click on ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/image(1).png?sv=2022-11-02&spr=https&st=2024-10-09T17%3A12%3A55Z&se=2024-10-09T17%3A22%3A55Z&sr=c&sp=r&sig=egYjbqxCU%2FGA%2BfdrwAztvt7pQ8SyaBNaehrXZZI4WLc%3D) **Assistants**.
- Click **+New Assistant**.
- Click **Salesforce Case Assistant**.
- Give your Assistant a name.

**Note:**Follow [this guide](/v1/docs/installing-the-assistant-to-salesforce) 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 data sources that can be connected to the assistant include both the applications the assistant’s identity has access to (and that are integrated with Unleash) and the knowledge stored within the Unleash app itself. 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.

### Identity

By default, the assistant’s identity is set to the user who created it. The assistant operates under that identity’s data access permissions. If the identity is changed, the assistant’s connected data sources and permissions will update to match those of the new identity. The assistant can access only the data sources that the chosen identity is authorized to use. As a result, switching the identity may change which data sources are available.

Users with full access to the assistant, as well as admins, can edit the assistant’s connected data sources. However, the data sources that can be added or configured are determined entirely by the assistant’s selected identity, not the person making the edits.

When someone interacts with the assistant, the responses it provides are based on the data-source permissions of the person asking the question.

### Data 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:**

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

**Type:**
  - 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**.
  - 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**.
  - 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 Prioritization**![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/priority new (1).png)on 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: ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Vector (5).png)
- Links that are still syncing to Unleash are displayed with this syncing icon: ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Group 1086706.png)
- 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:
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Icons Configuration.png) **Short:** Typically consists of 1-2 sentences, providing quick, straightforward suggestions.
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Icons Configuration-1.png) **Standard:** Slightly longer, usually a paragraph or a few sentences, offering more detailed explanations.
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Frame 1261157983.png) **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:
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Icons Configuration(4).png) **Neutral:** This is the default tone. It mirrors the language style documented in your resources and provides a balanced and professional response.
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Icons Configuration-1(1).png) **Assertive:** This tone is direct and clear, communicating the necessary information with authority. It is used when conveying a strong stance.
  - ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Icons Configuration-2.png) **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 16,000 characters. For best practices, [please see this article](/v1/docs/advanced-instructions-best-practices).

**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 ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/Files and Notes (2)(1).png) **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 ![](https://cdn.document360.io/9c439416-8f37-43ae-8ba7-d5c31de26a65/Images/Documentation/sidebar icons (3).png) **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**.