The Challenge with Traditional Salesforce Case Workflows

Salesforce Case is a powerful customer support system widely used by enterprises to manage and resolve customer inquiries. While it offers robust CRM capabilities, support agents often face several critical challenges that slow resolution and impact customer satisfaction:

• Time-consuming information searches: Agents frequently need to search across disparate platforms-such as Google Drive, Confluence, internal chat tools, and product wikis-to gather the information needed to resolve a ticket.
• Lack of unified knowledge: Salesforce often operates in a silo. It doesn’t naturally integrate external documentation, historical context, or prior conversations that could help resolve issues faster.
• License and access limitations: Many organizations restrict Salesforce access to frontline support staff due to the cost of licenses. This creates barriers for cross-functional teams-like product, engineering, or operations-who need to assist in complex cases but can’t directly view or interact with support tickets.
• Poor reusability of knowledge: Salesforce Case isn’t optimized as a knowledge base. Even after resolving a ticket, the insight often remains locked within the case record, making it difficult for future agents to leverage those learnings for similar inquiries.
• Fragmented tools and workflows: Support teams typically juggle multiple platforms to find answers, create responses, and share updates. This fragmentation wastes time and increases the risk of inconsistent communication.

In fast-paced support environments, even a few minutes spent digging through multiple tools can lead to slower resolution times, lower customer satisfaction, and agent frustration.

How Unleash Enhances Salesforce Case Management

Unleash transforms how support teams work within and around Salesforce Case by making every relevant piece of knowledge instantly accessible-no matter where it lives.

1. Unified Search Across Your Entire Knowledge Stack

Unleash connects with over 80 tools-including Confluence, Notion, Google Drive, Slack, Zendesk, GitHub, and more-bringing them into a single AI-powered search bar embedded directly in Salesforce. Agents can retrieve relevant answers instantly, eliminating the need to toggle between platforms.

2. Context-Aware AI for Faster Responses

With Unleash, agents can ask natural language questions and receive context-rich answers grounded in your company’s internal knowledge. AI results are sourced directly from your connected systems, ensuring accuracy, compliance, and consistency in every customer reply.

3. Minimized Handle Time and Higher Customer Satisfaction

By giving agents instant access to the right information, Unleash reduces average handle time and accelerates case resolutions. This leads to a smoother support experience for customers-and happier, more productive agents.

4. AI Co-Pilot for Salesforce

Unleash acts as a real-time AI assistant inside Salesforce. Whether you're working on a case, drafting a response, or researching an issue, Unleash automatically surfaces relevant documentation, past tickets, internal chats, and product updates.

Why Support Teams Love Unleash for Salesforce

• Works inside Salesforce: Native experience-no need to switch tabs or apps.
• Enterprise-grade security: SOC 2 Type II, SSO, granular permissions.
• Fast onboarding: Get up and running in minutes with out-of-the-box integrations.
• Supports ChatGPT & Claude: Choose the right model for your use case.

Conclusion: Empower Your Support Team

Salesforce Case users no longer need to struggle with fragmented knowledge. With Unleash, you give every agent a powerful AI assistant that turns chaos into clarity. Whether you're scaling a global support team or optimizing workflows for a lean crew, Unleash makes Salesforce Case smarter, faster, and more effective.