Your service reps can now identify the best available experts for complex cases using a specialized Agentforce Action. Find Case Expert analyzes case context, historical resolution patterns, and real-time availability to suggest three to five ranked professionals with specific reasoning. These recommendations help your reps resolve issues faster by facilitating immediate collaboration through Slack or seamless case reassignment.
Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.
Why: Service reps often face specialized issues that lead to incorrect routing and delayed resolutions. Find Case Expert uses natural language processing to extract keywords from case subjects and descriptions, comparing them against expert profiles and performance metrics. By tracking historical outcomes, the feature ensures that experts with the highest success rates for specific issues are prioritized.
How: Configure the Find Case Expert Agentforce Action to enable the matching engine and ranking algorithm. Once active, your reps can invoke the action directly from a case to view recommended experts and choose to message them using Slack, add them to a case team, or reassign the record.