# Case Triage & Routing Agent

Canonical: https://synconai.com/ai-agents/case-triage-and-routing-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Runs in the background

The Case Triage and Routing Agent reads every new Case as it is created, classifies it, sets the priority, assigns it to the right queue, attaches the most relevant Knowledge article, and alerts the team in Slack for urgent or VIP cases. It runs in the background and never contacts the customer.

Outcome: No case waits in a general queue for a person to read and route it.

- Works with: Service team leads and support agents who work the queues
- Where: Background. Optional Slack alert.
- Runs on: Service Cloud, Salesforce Knowledge, Agentforce, optional Slack
- Best fit: Cross-industry B2B service teams

A typical fit: A managed IT services provider with six queues and about 150 new cases per day.

## How it works

- **Classify case.** Decide category, priority, sentiment and VIP status for a new Case.
- **Route and assign.** Apply routing rules, set the owner and attach a Knowledge article.
- **Flag urgent.** Add an internal note and Slack alert for High priority or VIP cases.

## The rules it follows

- The agent never replies to the customer, closes a case, or changes Status.
- The agent may only choose a category and a queue from the fixed lists above.
- The triage note and Slack post must not contain card numbers or full email addresses.
- The agent never changes Status or sends a message to the customer.
- Case creation time is not increased by the Flow (asynchronous path).

## What we need from you

- Service Cloud with Knowledge enabled and Agentforce available in the org.
- Real queue names, categories and the VIP definition.
- Optional Slack workspace connected to Salesforce.

## Not included

- Replying to or messaging the customer.
- Changing case Status, closing or merging cases.
- SLA and entitlement setup, or Omni-Channel skills based routing.
- Re-triage of historic cases (new cases only).

## FAQ

### What does the Case Triage & Routing Agent do?

The Case Triage and Routing Agent reads every new Case as it is created, classifies it, sets the priority, assigns it to the right queue, attaches the most relevant Knowledge article, and alerts the team in Slack for urgent or VIP cases. It runs in the background and never contacts the customer. No case waits in a general queue for a person to read and route it.

### Which Salesforce products does it run on?

Service Cloud, Salesforce Knowledge, Agentforce, optional Slack. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Background. Optional Slack alert.

### What does it not do?

Replying to or messaging the customer; Changing case Status, closing or merging cases; SLA and entitlement setup, or Omni-Channel skills based routing; Re-triage of historic cases (new cases only).

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us