Salesforce Service Cloud for AI agents
Agents read Salesforce Service Cloud at once. Changes and sends are held for a person's approval by default.
About Salesforce Service Cloud
Salesforce Service Cloud is a customer service platform providing case management, knowledge base, omnichannel support, and service automation to deliver exceptional customer experiences
What an agent can do in Salesforce Service Cloud
Every Salesforce Service Cloud action is classed by the platform as a read, a change or a send. Reads run at once. Changes and sends are held for a person by default.
Runs at once (reads)
Looks things up in Salesforce Service Cloud without asking first. 10 actions.
- Describe SObjectTool to retrieve metadata of any sObject. Use when you need to inspect field definitions, relationships, and supported features for objects like Account, Contact, Case, etc.
- Generate Request IDGenerate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests. This prevents duplicate record creation when POST, PATCH, or DELETE requests are retried due to
- Generate Signed JWT AssertionTool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow. Use when you need to perform server-to-server authentication using a connected app’s certificate. Use before exchanging th
- Get Case RecordRetrieve a Salesforce Case record by its ID. Returns Case details including status, priority, subject, description, owner, and timestamps. Useful for: - Looking up Case details by ID - Checking Case s
- Get Chat MessagesTool to long-poll for chat messages/events. Use after CreateChatSession to retrieve incoming chat events. Returns empty messages list when no new messages (HTTP 204). Call with ack from prior response
- Get Live Agent API VersionTool to retrieve current Live Agent API version. Use when initializing chat sessions to ensure subsequent calls target the correct REST API version.
- List Einstein BotsLists all Einstein Bot definitions in the Salesforce organization. This action queries the BotDefinition object using the Salesforce Tooling API to retrieve metadata about all Einstein Bots, including
- Query All SOQLTool to execute a SOQL query including deleted and archived records. Use when you need to fetch all rows including soft-deleted data in Salesforce.
- Query SOQLTool to execute a SOQL query. Use when you need to retrieve records from Salesforce via SOQL.
- Retrieve Salesforce UsernameTool to retrieve the Salesforce username. Use when you need the current authenticated user's username. Use after completing OAuth2 authentication.
Held for approval by default (changes and sends)
Held for a person's approval by default. The approval is recorded and the action is sent once, never twice, with 10 seconds to undo. 11 actions.
- Chasitor Sneak PeekSend real-time typing indicator (sneak peek) to Live Agent during active chat session. Allows agents to see what visitors are typing before the message is sent. Requires an active Live Agent chat sess
- Composite BatchTool to execute multiple independent REST subrequests in one batch call. Use when bundling up to 25 independent operations to minimize round trips. Subrequests cannot reference each other.
- Composite RequestExecute up to 25 dependent Salesforce REST subrequests in a single API call. Subrequests execute sequentially and can reference results from earlier requests using '@{referenceId.field}' syntax. Use t
- Composite SObject TreeCreate one or more nested sObject record trees in a single API call. Supports parent-child relationships up to 5 levels deep, with a maximum of 200 total records across all trees. Use this for bulk in
- Create Case RecordTool to create or upsert a Salesforce Case record. Use when you need to add a new Case or update via external ID.
- Delete Case RecordTool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.
- Reconnect Chat SessionTool to reconnect a Live Agent chat session after the affinity token changes. Use this when you receive a 503 (Service Unavailable) response during chat operations, indicating the affinity token has c
- Resync Chasitor StateResynchronizes the chat visitor's state after a session reconnection. This action is part of the Salesforce Live Agent chat session recovery workflow: 1. First, call ReconnectChatSession with the sess
- Send Custom EventSend a custom event from a chat visitor to a Live Agent during an active chat session. Use this tool to trigger custom event handlers on the agent's side, enabling custom interactions beyond standard
- Set BreadcrumbTool to set a breadcrumb URL for the visitor's current page. Use after a visitor navigates to a new page during an active chat session.
- Visitor Sensitive Data Rule TriggeredTool to trigger sensitive data rules for the chat visitor. Use after detecting sensitive content to apply visitor masking or handling rules.
Changes wait in Needs you
Changes and sends in Salesforce Service Cloud are held for a person's approval by default. The approval is recorded, and the action is sent once, never twice, with 10 seconds to undo.
Salesforce Service Cloud questions
Can an agent change data in Salesforce Service Cloud on its own?
Not by default. Changes and sends in Salesforce Service Cloud are held for a person's approval. The approval is recorded, and the action is sent once, never twice, with 10 seconds to undo.
What can an agent read in Salesforce Service Cloud?
This connector lists 10 read actions. Reads run at once, without waiting for approval.
How does Salesforce Service Cloud connect?
It connects with OAuth 2.0. Connectors are built and maintained by third-party developers; availability is confirmed during scoping.