Salesforce Service Cloud

Integrate Salesforce Service Cloud with your AI workspace

Salesforce Service Cloud is a customer service platform providing case management, knowledge base, omnichannel support, and service automation to deliver exceptional customer experiences

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Explore Triggers and Actions

Agent Sensitive Data Rule Triggered

Notifies Salesforce Live Agent that sensitive data rules were triggered in agent messages. **Purpose**: When an agent's outgoing message contains sensitive data (SSN, credit card, email, etc.), call this action to apply configured masking or handling rules to protect customer privacy. **Prerequisites**: - Active Live Agent chat session with valid chat_id - Sensitive data rules configured in Salesforce Setup - Live Agent feature must be enabled in your Salesforce org **Note**: Salesforce Live Agent Chat is deprecated and retiring February 14, 2026. Migrate to Messaging for In-App and Web for continued support. **Typical Flow**: 1. Agent sends message containing sensitive data 2. System detects sensitive content matches a rule 3. Call this action with the chat_id and triggered rules 4. Salesforce applies masking/filtering per rule configuration

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Chasitor Sneak Peek

Send 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 session with valid session_key and affinity token. The sequence number must increment with each request.

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Composite Batch

Tool 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.

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Composite Request

Execute 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 this when operations depend on each other (e.g., create Account then create related Contact). For independent operations, use Composite Batch instead.

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Composite SObject Tree

Create 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 insertion of related records (e.g., Account with Contacts, or Orders with Line Items). Relationships must be Master-Detail or Lookup. Only supports INSERT operations, not upserts.

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Create Case Record

Tool to create or upsert a Salesforce Case record. Use when you need to add a new Case or update via external ID.

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Delete Case Record

Tool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.

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Describe SObject

Tool 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.

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End Chat Session

Ends a Salesforce Live Agent chat session using the DELETE SessionId endpoint. Prerequisites: - Active Live Agent chat session (obtained via SessionId GET + ChasitorInit POST) - Valid session_key from the session creation - Valid affinity token for routing to the correct server Behavior: - Returns success for 2xx responses (session ended) - Returns success for 404 (session not found/already ended - idempotent) - Returns failure for 401/403 (authentication/authorization errors) - Returns failure for 405 (method not allowed - endpoint may not be configured) Note: Live Agent (legacy chat) is deprecated and scheduled for retirement on Feb 14, 2026. Salesforce recommends migrating to Messaging for In-App and Web.

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Generate Request ID

Generate 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 network failures or timeouts. The same key returns cached responses for 30 days, avoiding duplicate operations and saving server resources. Use this tool whenever you need to ensure idempotent behavior for Salesforce UI API operations.

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Generate Signed JWT Assertion

Tool 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 the assertion for an access token.

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Get Case Record

Retrieve 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 status and priority - Getting customer issue information - Retrieving Case metadata and relationships Requires a valid 15 or 18-character Salesforce Case ID. Optionally specify which fields to retrieve using the fields parameter; otherwise all accessible fields are returned.

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Get Chat Messages

Tool 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 to maintain sequence.

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Get Live Agent API Version

Tool to retrieve current Live Agent API version. Use when initializing chat sessions to ensure subsequent calls target the correct REST API version.

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List Einstein Bots

Lists 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 their IDs, labels, developer names, and language settings. Use this action when you need to: - Get a list of available Einstein Bots in the org - Find valid bot IDs for use with other Einstein Bots API operations - Retrieve bot metadata such as names and language settings Returns an empty list if no bots exist or if Tooling API access is unavailable.

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Query All SOQL

Tool to execute a SOQL query including deleted and archived records. Use when you need to fetch all rows including soft-deleted data in Salesforce.

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Query SOQL

Tool to execute a SOQL query. Use when you need to retrieve records from Salesforce via SOQL.

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Reconnect Chat Session

Tool 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 changed and the session needs to be reestablished on a new server. After reconnecting, you must call ResyncChasitorState to restore the visitor's chat context. Note: Requires valid session_key and affinity tokens from an active Live Agent chat session.

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Resync Chasitor State

Resynchronizes 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 session_key and affinity_token 2. Then, call this action to restore the visitor's chat state 3. Finally, resume normal chat operations (sending messages, getting messages, etc.) Prerequisites: - An active or recently disconnected Live Agent chat session - Valid session_key and affinity_token from the original session - Live Agent must be properly configured in the Salesforce org Note: The legacy Live Agent product is being phased out in favor of Messaging for In-App and Web. This action sends a POST request to /chat/rest/Chasitor/ChasitorResyncState with required Live Agent headers but no request body.

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Retrieve Connected App Private Key

Tool to retrieve RSA private key PEM for a Salesforce Connected App. Use when signing JWT assertions for OAuth flows. Provide the app's Connected App ID and optional secret name or file path. Use before generating signed JWTs.

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Retrieve Salesforce Username

Tool to retrieve the Salesforce username. Use when you need the current authenticated user's username. Use after completing OAuth2 authentication.

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Send Custom Event

Send 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 chat messages. Custom events can be used for actions like form submissions, button clicks, page navigation, or any application-specific events that need to be communicated to the agent. Prerequisites: - An active Live Agent chat session must be established - Live Agent REST API must be configured and enabled in your Salesforce org - Valid session_key and affinity_token from session initialization Note: This endpoint requires Live Agent to be properly configured. The API typically returns 204 No Content on success.

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Set Breadcrumb

Tool 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.

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Upload File to S3

Tool to upload a file to managed S3 storage. Use when you need to persist files externally.

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Visitor Sensitive Data Rule Triggered

Tool to trigger sensitive data rules for the chat visitor. Use after detecting sensitive content to apply visitor masking or handling rules.

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Salesforce Service Cloud integration | Dench