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Find and Summarize Similar Cases
When customer service agents can quickly access resolutions to similar cases, they can resolve customer support inquiries faster. Use AI to access, summarize, and take action based on knowledge from previous cases.
When customer service agents can quickly access resolutions to similar cases, they can resolve customer support inquiries faster. Use AI to access, summarize, and take action based on knowledge from previous cases.
Overview
Agents and their supervisors need a high-level understanding of the most recent and important cases in order to identify any patterns. Copilot can give a summary of how cases have been solved based on a certain criteria.
Action Type
Prompt
Object Referenced
Data Sources
CRM, Flow
How to Use the Action
Overview
Finding similar cases to a current issue or retrieving relevant information from the knowledge base can be a struggle. Leverage the Data Cloud vector database to index all cases and the knowledge base. Then, using the correct prompt, request that the LLM provide similar cases — and the steps for resolution from a knowledge article.
Action Type
Prompt
Object Referenced
Case
Data Sources
CRM, Flow
How to Use the Action
For inspirational purpose only. Custom copilot actions require additional flow, prompt, and apex development. The Copilot product and development teams do not assume responsibility for the implementation, maintenance, or performance of custom actions. It is recommended that users engage qualified developers or consultants to ensure optimal results.
Overview
Act as a tier-one call center for async channels like email and web forms. Generative AI will categorize the case reason and set a sentiment score for the customer inquiry.
Template Type
Flex
Object Referenced
Case
Data Sources
CRM, Flow
How to Use This Template
Learn how to create prompts for your business needs and bring them into the flow of work.