Create Confidential Case Action

Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists.

Required Editions

Available in: Lightning Experience

Available in: Unlimited Edition with Employee Service

User Permissions Needed
To build and manage Service Agents:	Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application

User Permissions Needed

To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

Customize Application

Action Details

To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See Maintain Trust with Agentforce Actions.

This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.

API Name	CreateConfidentialCase
Action Type	Standard
Reference Action Type	Flow
Inputs	Complaint Description, Date of Incident, Complaint Type, Complaint Subject
Outputs	Case Number, Error Message
Does this action execute one or more prompt templates?	No

Examples of Utterances that Trigger This Action

“Create a confidential report for me.”
“I need to talk to a human in HR about a misconduct issue.”
“Submit this harassment claim securely to a specialist.”