AI Agent for Salesforce Case Knowledge Automation

The Challenge

Support agents spend significant time searching for relevant knowledge articles while handling cases, and valuable resolution steps from closed cases rarely make it back into the knowledge base. Without automated article suggestions, agents reinvent solutions for recurring issues. Manually authoring and categorizing knowledge articles is time-consuming, leading to a stale and incomplete knowledge base.

How Clientell Automates This

Clientell AI analyzes your case resolution patterns and automatically suggests relevant knowledge articles to agents during case handling. It can also draft new knowledge articles from successfully resolved cases, complete with proper categorization and data categories. You describe your knowledge management rules in plain English, and Clientell builds the corresponding Flows and article templates.

How It Works

1. 1

   Define knowledge rules

   Describe when articles should be suggested to agents and which resolved cases should generate new knowledge articles, including category mappings and approval requirements.

2. 2

   AI builds automation

   Clientell AI generates the necessary Flows, article templates, and suggestion logic based on your case fields, resolution notes, and knowledge data categories.

3. 3

   Review suggestions and drafts

   Test the automation with sample cases to verify article suggestions are relevant and auto-drafted articles meet your quality and formatting standards.

4. 4

   Deploy to production

   Activate the knowledge automation in your production org, enabling agents to access suggested articles and routing drafted articles through your approval process.

Frequently Asked Questions

Does this work with Salesforce Knowledge or Classic Knowledge?

Clientell AI supports Lightning Knowledge, which is the current Salesforce standard. If you are still on Classic Knowledge, the automation can be configured to work with your existing article types, though Salesforce recommends migrating to Lightning Knowledge.

Can I control which resolved cases generate draft articles?

Yes. You can set criteria such as case type, resolution time, customer satisfaction score, or specific resolution categories to determine which cases are candidates for article creation.

How are suggested articles matched to incoming cases?

The automation matches articles based on case subject, description keywords, case type, product fields, and other custom fields you specify. You can adjust matching sensitivity and prioritize certain fields over others to improve suggestion relevance.

Related Automations