AI AGENTS
Salesforce Case SLA Remediation with Postgres Audit Trail
When a Salesforce Case breaches its milestone SLA, an agent drafts a remediation offer, posts it to the Case feed.
How it runs
The automated pipeline, trigger to output.
- TriggerSalesforce milestone-violation eventSalesforce
- ActionFetch Case + contact + entitlementSalesforce
- ActionAgent drafts entitlement-scoped offer
- ActionPost offer to Case feedSalesforce
- LogicFlag over-threshold offers for review
- OutputWrite immutable audit row to PostgresPostgres
What it does
Closes SLA breaches on Salesforce Cases with both a customer-facing offer and a defensible paper trail. The agent reads the Case and entitlement, drafts a remediation, posts it to the Case feed, and logs every offer — amount, tier, and the agent's reasoning — into a Postgres audit table so support ops can prove what was promised and why.
When to use it
Use it when remediations must be auditable for contractual or regulatory reasons and your support runs on Salesforce Service Cloud. The Postgres log gives you a queryable history independent of Salesforce retention.
How it works
- 1A Salesforce milestone-violation event fires on a Case.
- 2The flow fetches the Case details, contact, and entitlement.
- 3The agent drafts a remediation offer scoped to the entitlement terms.
- 4It posts the offer to the Case feed for the case owner.
- 5A branch flags offers above a threshold for manager review.
- 6The flow writes an immutable audit row (offer, tier, reasoning, timestamp) to Postgres.
Set it up
What you configure once, before turning it on.
- 1Connect SalesforceAccounts, opportunities, cases.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.