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Log one Salesforce case per customer issue
For support agents taking a call who want the case on the right contact without opening a duplicate, by asking their AI assistant.
On this page
Connector
Connect Salesforce, pick your AI tool and paste the prompt.
The problem
Second cases for the same issue, on the wrong contact
Logging a case while a customer is on the phone means finding the contact, checking for an open case about the same thing and filling in priority, origin and account. Under pressure agents open a duplicate case or attach it to the wrong person.
Without PopdockAI
- Search for the contact while the customer waits
- Scroll their open cases for the same issue
- Fill in priority, origin and account by hand
- Duplicate cases split the history
With PopdockAI
- The contact is found by email and never created
- Open cases with a similar subject are flagged
- You see the case, contact and account and confirm first
- The new case number is read back to give the customer
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Open a case with subject `{subject}` for the contact with email `{contact-email}`, priority `{priority}` (default Medium).
**Step 1: Resolve the contact**
Call `salesforce-get-contact` with `email` set to `{contact-email}`. If none match, say so and stop (do not create a contact). If several match, list them with their accounts and ask which one.
**Step 2: Check for an existing case**
Call `salesforce-get-case` with `contact-email` set to `{contact-email}` and `closed` false. If an open case has a similar subject, show it and ask whether to create a new one anyway.
**Step 3: Confirm and create**
Show the exact values you will send and wait for the user to confirm before any write. If they change anything, show the revised values and confirm again. Then call `salesforce-add-case` once with subject, priority, status New, origin Phone unless the user says otherwise, contact-id and account-id from the contact.
**Step 4: Report**
The new case ID and then its case number (read it back with `salesforce-get-case` filtered by `contact-email` and `created-date.from` today).
**Rules & Guidelines:**
* `salesforce-add-case` is the only write tool this prompt may call, and only once.
**Validation:**
* If `salesforce-add-case` reports success false, show the error and stop.Who it's for
One answer, three teams that use it
Support agents
Log the case while the customer is talking
Create the case in one message and read the case number back before the call ends.
Log a Salesforce case for lee@fabrikam.com: export to CSV times out, priority Medium.
Support team leads
Fewer duplicate cases in the queue
Similar open cases are flagged before a new one is created, so work is not split across records.
Does priya@contoso.com already have an open case about billing? If not, open one: duplicate charge on the March invoice.
Account managers
Raise issues for your customers correctly
Open a case on behalf of a customer, linked to the right contact and account, without learning the case form.
Open a High priority Salesforce case for dana@northwindtraders.com: users cannot reset passwords.
How it works
What PopdockAI does when you ask
You give the subject and the customer's email, and your AI assistant finds the contact and checks their open cases. The case is created only after you confirm.
01
Ask
You give the subject, the contact's email and optionally a priority.
02
Check
It finds the contact and looks at their open cases for a similar subject.
03
Confirm
You see the exact case, contact and account, and say yes.
04
Create
It creates the case and reads back the case number.
What PopdockAI provides
The tools behind the answer
Ready made tools for Salesforce and one secure connection to your AI tool. No code, no exports.
salesforce-get-contact
salesforce-get-case
salesforce-add-case
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
One case per issue, with a number to quote back
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