Salesforce Case Triage Agent

Cases arrive with a subject line, no context, and a queue nobody has sorted, so the first agent who opens one spends ten minutes rebuilding what happened. This agent gets there first: it reads the case, classifies it against rules you write in plain English, checks whether that account has reported the same thing before, and leaves one internal comment with the category, the likely cause, and the exact questions to ask. It never writes to the customer, so it can be wrong without being embarrassing.

What people use it for

• Agents open a triaged queue - Every case already carries a category, a suspected cause and a suggested owner when someone picks it up. The first ten minutes of every case, the part nobody enjoys, is already done.
• Repeat reports get connected - A SOQL search runs before the comment is written, so the third report of the same export failure arrives with the earlier case numbers attached rather than being handled as a fresh problem by a different agent.
• Ask the right questions once - Thin cases get a private note listing exactly what the agent should ask for, taken from your rules. That is one round trip with the customer instead of three.
• Escalations surface immediately - Only cases matching your escalation criteria reach Slack, with the case number and the line that qualified it. The channel stays quiet enough that people still look at it.

Before you fork

What does it need connected?

A Salesforce credential that can read cases, run SOQL, add case comments and update the specific fields you want set, plus one Slack channel for escalations. During setup you write your triage rules and your escalation criteria in plain English. It works on the standard Case object, so there is nothing to install in your org.

Can it message my customers or close cases?

No. It has no public comment or email tool at all, so a customer can never receive anything it writes, and its one comment per case is marked internal. It updates only the fields you name in your triage rules and cannot close, merge, or delete a case. A wrong category is a dropdown change for whoever picks up the case.

What does it cost to run?

One run per new case, and each run is a read, two searches and a short comment, so the cost tracks case volume rather than org size. A team taking 60 cases a day is 60 small runs. If a large share of your cases come from automated monitoring, point the trigger at the queues humans actually work.