24 available actions

What your AI agent can do in Salesforce Service Cloud

Salesforce Service Cloud is a customer service platform providing case management, knowledge base, omnichannel support, and service automation to deliver exceptional customer experiences This page lists every available action. Your agent only receives the actions and permissions required for the role you approve.

Common starting points

Get Case RecordRetrieve a Salesforce Case record by its ID.
Get Chat MessagesTool to long-poll for chat messages/events.
Send Custom EventSend a custom event from a chat visitor to a Live Agent during an active chat session.
Create Case RecordTool to create or upsert a Salesforce Case record.
Set BreadcrumbTool to set a breadcrumb URL for the visitor's current page.
Delete Case RecordTool to delete a Salesforce Case record.

Browse all 24 actions by capability

Open a capability to see every supported action and its description.

Find & reviewLook up and review existing recordsView 7 actionsHide actions

Get Case RecordRetrieve a Salesforce Case record by its ID.
Get Chat MessagesTool to long-poll for chat messages/events.
Get Live Agent API VersionTool to retrieve current Live Agent API version.
List Einstein BotsLists all Einstein Bot definitions in the Salesforce organization.
Query All SOQLTool to execute a SOQL query including deleted and archived records.
Query SOQLTool to execute a SOQL query.
Retrieve Salesforce UsernameTool to retrieve the Salesforce username.

Create & communicateCreate records or send supported messagesView 5 actionsHide actions

Create Case RecordTool to create or upsert a Salesforce Case record.
Generate Request IDGenerate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests.
Generate Signed JWT AssertionTool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow.
Send Custom EventSend a custom event from a chat visitor to a Live Agent during an active chat session.
Upload File to S3Tool to upload a file to managed S3 storage.

Update & manageChange and manage existing recordsView 1 actionHide actions

Set BreadcrumbTool to set a breadcrumb URL for the visitor's current page.

Remove & cancelRemove records or cancel supported workView 1 actionHide actions

Delete Case RecordTool to delete a Salesforce Case record.

Other actionsSpecialist and administrative actions.View 10 actionsHide actions

Agent Sensitive Data Rule TriggeredNotifies Salesforce Live Agent that sensitive data rules were triggered in agent messages.
Chasitor Sneak PeekSend real-time typing indicator (sneak peek) to Live Agent during active chat session.
Composite BatchTool to execute multiple independent REST subrequests in one batch call.
Composite RequestExecute up to 25 dependent Salesforce REST subrequests in a single API call.
Composite SObject TreeCreate one or more nested sObject record trees in a single API call.
Describe SObjectTool to retrieve metadata of any sObject.
End Chat SessionEnds a Salesforce Live Agent chat session using the DELETE SessionId endpoint.
Reconnect Chat SessionTool to reconnect a Live Agent chat session after the affinity token changes.
Resync Chasitor StateResynchronizes the chat visitor's state after a session reconnection.
Visitor Sensitive Data Rule TriggeredTool to trigger sensitive data rules for the chat visitor.

Connection record

A connection you can control.

Sign-in: OAuth sign-in
Setup: Sign in with your own Salesforce Service Cloud account. Access is limited to the work agreed for the role.
Boundaries: Only the approved role and actions.
Off switch: Revoke the connection from your account.

FAQ

Before you connect Salesforce Service Cloud

How does the agent connect to Salesforce Service Cloud?

You sign in with your own Salesforce Service Cloud account. Permissions are limited to what the agent needs, the connection is health-checked, and you can revoke access from Salesforce Service Cloud at any time.

What can the agent actually do in Salesforce Service Cloud?

The page above lists the 24 actions currently available through the Salesforce Service Cloud connection. The role determines which of those actions the agent may use, and write access is only enabled when the workflow needs it.

Is Salesforce Service Cloud included in my plan?

Connections are priced per tool on top of the base plan. Some are included and some are premium. See pricing for how connection charges work.

How long until Salesforce Service Cloud is ready?

Timing depends on the sign-in method, permissions and workflow being connected. We confirm the scope and setup plan before enabling the connection.

Bring the workflow together

Ready to put Salesforce Service Cloud to work?

Start with the responsibility you want off your plate. We’ll map the connection and the boundaries around it.

Book a setup call Browse all connections

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