# Salesforce Service Cloud AI integration on Definable

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

## What this connects

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

Vendor: https://www.salesforce.com/service/

## Tools available

**23** tools available. First 12:

- `SALESFORCE_SERVICE_CLOUD_AGENT_SENSITIVE_DATA_RULE_TRIGGERED` — 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
- `SALESFORCE_SERVICE_CLOUD_CHASITOR_SNEAK_PEEK` — 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.
- `SALESFORCE_SERVICE_CLOUD_COMPOSITE_BATCH` — 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.
- `SALESFORCE_SERVICE_CLOUD_COMPOSITE_REQUEST` — 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.
- `SALESFORCE_SERVICE_CLOUD_COMPOSITE_SOBJECT_TREE` — 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.
- `SALESFORCE_SERVICE_CLOUD_CREATE_CASE_RECORD` — 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.
- `SALESFORCE_SERVICE_CLOUD_DELETE_CASE_RECORD` — Delete Case Record — Tool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.
- `SALESFORCE_SERVICE_CLOUD_DESCRIBE_S_OBJECT` — 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.
- `SALESFORCE_SERVICE_CLOUD_END_CHAT_SESSION` — 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.
- `SALESFORCE_SERVICE_CLOUD_GENERATE_REQUEST_ID` — 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.
- `SALESFORCE_SERVICE_CLOUD_GENERATE_SIGNED_JWT_ASSERTION` — 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.
- `SALESFORCE_SERVICE_CLOUD_GET_CASE_RECORD` — 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.

## Auth

Auth schemes: `OAUTH2`.

## How agents use Salesforce Service Cloud

Inside a Definable workflow, Salesforce Service Cloud is one of the tools the **Distributor specialist** can call. Example coordination patterns:

- **Researcher → Salesforce Service Cloud** — the Researcher (GPT-5.5) pulls context from Salesforce Service Cloud (records, threads, documents), synthesises findings, and briefs the rest of the team.
- **Writer → Distributor → Salesforce Service Cloud** — the Writer (Claude Opus 4.7) drafts copy in brand voice, the Verifier passes it, then the Distributor writes the result into Salesforce Service Cloud (create record, post message, draft email).
- **Designer / Engineer → Distributor → Salesforce Service Cloud** — the Designer ships an asset or the Engineer ships a code change, the Distributor delivers it via Salesforce Service Cloud (attach file, open PR comment, post status).

The Verifier checks every Salesforce Service Cloud call. On rate limit, schema drift, or auth refresh it self-heals and retries — the workflow completes without manual intervention.

## Categories

- crm — https://definable.ai/apps/category/crm/
- customer support — https://definable.ai/apps/category/customer-support/

## Related

- HTML page: https://definable.ai/apps/salesforce_service_cloud/
- Same category (crm): https://definable.ai/apps/category/crm/
- All integrations: https://definable.ai/apps/
- Workflow (multi-agent loop): https://definable.ai/workflow/
- Apps llms.txt index: https://definable.ai/llms-apps.txt