Skip to main content
GPTfy - Salesforce Native AI Platform

Deflect Cases Before They Reach the Queue

GPTfy searches your product-specific knowledge base at the point of case submission and returns a contextual resolution instantly so customers self-serve and agents handle only what truly needs them.

Most support cases sit in a queue before anyone reads them. This demo shows GPTfy intercepting the case at the submission form, searching a product-scoped knowledge base, and returning a resolution in seconds closing it automatically if the customer is satisfied.

What you'll see in this demo

Product-Scoped Knowledge Base Search

  • GPTfy scopes its search to documents associated with the product the customer selected not the entire knowledge base.
  • The same question submitted for two different products returns two completely different resolutions from two different source documents.

Resolution at the Point of Submission

  • The resolution surfaces within seconds of the customer clicking submit before the case enters the support queue.
  • The source document is shown alongside the answer so customers can verify where it came from.

Automatic Case Closure

  • If the resolution answers the question, the customer clicks "Yes, resolved" and the case is closed in Salesforce automatically.
  • If they still need help, the case routes to an agent with full context already captured no starting from scratch.

Built for Complex Product Portfolios

  • The product selection at submission drives which knowledge base is searched no manual tagging or routing rules required.
  • Customers never need to know which team to contact or how to phrase their problem technically.

Use this video when

A SaaS company with multiple products wants to deflect tier-1 support tickets before they reach the queue

A property management platform needs to surface knowledge base articles specific to rent payments vs. property maintenance without building separate portals

A support operations team wants to reduce case volume without increasing headcount

An enterprise software vendor wants to give customers instant answers without requiring them to search documentation themselves

A service manager wants cases that reach agents to already have the customer's product context captured at submission

A CX team wants to measure deflection rates and track which knowledge base articles resolve the most cases automatically

Frequently asked questions

When the customer selects a product on the submission form, GPTfy uses that selection to scope its knowledge base search. It retrieves only the documents, articles, and materials tagged or associated with that product not the entire documentation library. This ensures the resolution is specific to the product context rather than returning generic results.

The case is automatically closed in Salesforce without any agent involvement. The resolution, the source document, and the customer's confirmation are all logged against the case record, giving the support team full visibility into what was deflected and why.

The case is routed into the support queue with all the context already captured the product selected, the query submitted, the resolution that was offered, and the customer's response. The agent receives a case that is already described and contextualised, so they are not starting from scratch.

The product selection at the point of submission drives which knowledge base is searched. The same query submitted under two different products will return two different resolutions from two different source documents. GPTfy handles the routing logic automatically no manual tagging, routing rules, or category trees are required.

GPTfy applies its security and masking layer before any data leaves Salesforce. Personally identifiable information is masked before the prompt is processed. The raw form submission stays inside your Salesforce environment only the anonymised context is sent to the AI model.

Yes. The knowledge base scoping, the resolution prompt, and the case closure logic are all configurable inside GPTfy without writing code. The demo shows a property management example, but the same architecture works for any industry or product portfolio where product-specific documentation exists.

Ready to see this in your Salesforce org?

Book a 45-minute session and we'll walk through this use case using your own data.

Book a Demo
Video transcript
One of the biggest challenges in enterprise support is that customers submit cases without enough information and by the time a rep gets to it, they're already starting from scratch. GPTfy addresses this at the very first touchpoint: the case submission form itself. Here I am on a customer portal. A customer is about to submit a case. I've filled in my name, email, subject, and I'm selecting one of two products. I'm going to use the exact same query for both products intentionally because in large software companies, the same question can mean completely different things depending on which product the customer is talking about. I'll choose Rent Payment first. I've put in the query and I'm going to click Find a Solution. GPTfy goes into the knowledge base and does a product-specific match. It searches not everything only the documents, articles, and materials associated with this product. Within seconds, it surfaces a resolution right here. You can see the source document it referenced to arrive at this solution. It's the Rent Payments knowledge base. Very product-specific. Let's run the same exercise again with a different product. Back at the case form. I'll select the other product this time and I haven't changed a single word of the query. Same question. Let's see what happens. Here we have it. Same question, different product. GPTfy went into the knowledge base again, scoped to this product, and returned a completely different resolution with a different source document. This time it came from the Property Management knowledge base. And that's the point. The customer doesn't need to know which team to contact, which documentation to search, or how to phrase their problem technically. They select their product, describe what's wrong, and GPTfy handles the rest returning a product-specific, context-specific resolution. At this point, the customer has two options. If the resolution answered their question, they click Yes, resolved and the case is closed in Salesforce automatically. If they need a little more help, they click No, still need help and at that point, a rep can be involved. This is GPTfy.

Explore More

AI for Service Cloud

See how GPTfy transforms case management, routing, and resolution across Service Cloud.

Intelligent Case Routing

AI-powered case routing and knowledge retrieval inside Salesforce.

RAG for Salesforce

How GPTfy uses retrieval-augmented generation to search and surface knowledge base content.

Einstein Bot + AI

Augment Einstein Bot with generative AI for smarter, context-aware customer interactions.

Demo Videos

Browse all Salesforce AI demo videos by category.

Last updated: 2026-04-10