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Abstract
As businesses increasingly adopt digital solutions to streamline customer service operations, intelligent case management systems become essential. Salesforce Service Cloud, a leading platform for customer relationship management (CRM), provides a robust environment for managing customer interactions. This paper proposes an event-triggered automation framework tailored for Salesforce Service Cloud to enable intelligent case management. The framework leverages Salesforce's Apex triggers and Flow automation tools to respond dynamically to customer service events such as case creation, SLA breaches, and escalation signals. Through a combination of rule-based automation and intelligent pattern recognition, the system enhances operational efficiency, reduces manual overhead, and ensures timely resolution of service requests. Experimental simulations using synthetic service datasets reveal improvements of up to 32% in response time and 41% reduction in manual interventions.
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