Resolve Cases Faster with AI Recommendations
Generate actionable resolution recommendations by analyzing case history, product data, and similar resolved cases through Data Context Mapping
Agents reinvent solutions that already exist
Your knowledge base has the answer. Past cases proved the fix. But agents can't find either one fast enough, so they start from scratch every time.
Contact rate on issues with known solutions
Customers call back because the first agent didn't find the right resolution. The answer existed in a past case or knowledge article, but the agent had no way to surface it within the case workflow.
“It enables Salesforce professionals like me to leverage AI of my choice in a declarative manner. Case summarization, classification, routing, personalized email response generation.”
- Sury Ramamurthy, Technical Architect, Innolake Corporation
Build prompts with Prompt BuilderOf knowledge base articles referenced during case work
Organizations invest heavily in knowledge management, but agents rarely search the knowledge base mid-case. Articles go unread, resolutions go undiscovered, and the same questions get answered differently every time.
“Found the deployment to be easy. Just took me 10 minutes. Pre-configured prompts and the complimentary Open AI connection helped me test this App quick.”
- Salman Khan, Release Manager, IBM
Ground answers with RAG in SalesforceResolution time without AI-assisted recommendations
Without intelligent suggestions, agents manually search knowledge bases, ask colleagues, and trial-and-error their way to a fix. Each step adds minutes, and the customer waits through all of it.
“Finally an easy to use AI solution which would not only help you manage daily tasks efficiently but also give you the power to interpret large datasets to make business decisions effectively.”
- Ashwin Kotian, AVP, ICICI Lombard
Secure this with Security LayerInstant AI Case Analysis
Automated sentiment and content analysis with AI
AI instantly analyzes inquiries, identifies sentiment, and understands customer technical information needs. GPTfy reads the case description, email thread, and related records to build a complete picture of the issue before generating resolution recommendations.
Comprehensive response generation through Data Context Mapping
Generate detailed, actionable responses that directly address specific customer questions and challenges. GPTfy's Data Context Mapping pulls case history, product information, and knowledge articles into the AI prompt so recommendations are grounded in your org's actual data.
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Secure Customizable AI Framework
Built-in Prompt Builder for custom resolution rules
Incorporate company product knowledge and response frameworks to match your support messaging. GPTfy's Prompt Builder lets admins define resolution templates, required response sections, and escalation criteria without writing code.
Enterprise security and compliance via the Security Layer
PII masking and secure infrastructure ensure compliance while delivering intelligent insights. Every AI interaction is logged in a Security Audit Record, and output rules enforce brand standards on every generated response.
Reps Become Product Experts
Accelerated resolution cycle performance with AI
Customers receive detailed information faster, enabling quicker resolution and shortened case lifecycles. GPTfy surfaces relevant knowledge articles, similar resolved cases, and product documentation alongside the AI-generated recommendation.
Consistent service excellence using Prompt Catalog
Representatives become instant product experts, delivering comprehensive and accurate responses consistently. The Prompt Catalog provides pre-built resolution templates for common case types, ensuring every agent follows the same evidence-based resolution process.
Why Choose Case Resolution & Recommendations
Higher First-Contact Resolution
AI-recommended solutions drawn from similar resolved cases and knowledge articles help agents solve issues on the first interaction - reducing callbacks and repeat contacts.
Faster Case Closure
Resolution path analysis surfaces the shortest route to closure by comparing the current case against thousands of historical outcomes, cutting average handle time significantly.
Reduced Escalations
When frontline agents receive contextual resolution recommendations grounded in product data and past cases, they handle complex issues that previously required tier-two involvement.
Powerful Capabilities
Intelligent Recommendations
GPTfy analyzes the case description, email thread, and related records, then generates a structured resolution recommendation with specific steps, relevant documentation links, and confidence scoring.
Similar Case Matching
Data Context Mapping pulls resolved cases with matching issue patterns into the AI prompt, giving agents proven resolution paths instead of starting from scratch every time.
Knowledge Article Surfacing
The AI references your Salesforce Knowledge base and surfaces the most relevant articles alongside its recommendation - agents get both an AI-generated answer and supporting documentation.
Resolution Path Analysis
GPTfy evaluates multiple resolution approaches based on case type, customer history, and historical success rates, then ranks them so agents can pick the highest-confidence path.
Key Takeaways
- Data Context Mapping pulls case history, knowledge articles, and product data into prompts
- AI generates structured resolution recommendations with specific steps and confidence scores
- Similar case matching surfaces proven resolution paths from previously closed cases
- Prompt Builder defines resolution templates by case type without writing code
- Every recommendation is logged in a Security Audit Record for compliance review
Frequently Asked Questions
GPTfy reads the case description, email thread, and related records using Data Context Mapping. The AI analyzes the issue, matches it against product knowledge and similar resolved cases, then generates a structured resolution recommendation grounded in your org's actual data.
Yes. The Prompt Builder lets admins define resolution templates with required sections, tone guidelines, and escalation criteria. Different case types can use different templates: billing issues get one format, technical issues get another.
GPTfy can pull Knowledge article content into the AI prompt through Data Context Mapping. The AI references relevant articles in its resolution recommendation, giving agents both an AI-generated response and links to supporting documentation.
GPTfy's Security Layer masks PII before case data reaches any AI model. Every prompt execution is logged in a Security Audit Record. Output rules can block prohibited phrases and enforce required disclaimers in every generated response.
GPTfy installs as a Salesforce managed package in minutes with no custom Apex code required. Admins configure which case fields feed into the AI prompt through Data Context Mapping and set up resolution templates in the Prompt Builder. Most support teams have AI resolution recommendations running within one to two days.
GPTfy's recommendations are grounded in your org's actual case data, knowledge articles, and product documentation through Data Context Mapping. The AI cites specific records for every recommendation, so agents can verify the source. Accuracy improves over time as your knowledge base grows and prompt templates are refined through the Prompt Builder.
See AI Resolution Recommendations Live
30 minutes. Watch GPTfy analyze a case and generate resolution recommendations grounded in your product data, knowledge articles, and case history.
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