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Pick up any Salesforce case with its full history in one read
For support agents taking over a long-running case who want one timeline and the next step, by asking their AI assistant.
On this page
Connector
Connect Salesforce, pick your AI tool and paste the prompt.
The problem
Picking up a long case means clicking through every view
Taking over a long running case means reading comments, emails, chats, solutions, work orders and attachments in separate Salesforce views. Working out who is waiting on whom and what is blocking it takes far too long.
Without PopdockAI
- Read comments, emails and chats in separate views
- Open each work order and attachment
- Piece together the order of events by hand
- Guess who is waiting on whom
With PopdockAI
- Every related record is read and merged into one dated timeline
- Who is waiting is worked out from the last message in and out
- Blockers and a next step are suggested
- Read only, with long emails summarised
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Build a timeline of case `{case-number}` and say where it stands and what is blocking it.
**Step 1: Resolve the case**
Call `salesforce-get-case` with `case-number` set to `{case-number}`. If nothing matches, say so and stop.
**Step 2: Gather, by case-id unless stated**
* `salesforce-get-case-comment`: internal and published comments.
* `salesforce-get-email-message`: emails in and out (use `incoming` to tell them apart).
* `salesforce-get-messaging-session`: chat and messaging sessions.
* `salesforce-get-case-solution`: solutions attached; for each, `salesforce-get-solution` with `title.contains` set to the solution title when its status or description is needed.
* `salesforce-get-case-team-member`: who else is on the case.
* `salesforce-get-work-order`: field work raised from it, with status.
* `salesforce-get-files` with `linked-record-id` set to the case-id: attachments.
**Step 3: Report**
* Header: subject, account, contact, priority, status, owner, age, escalated.
* A dated timeline merging comments, emails, sessions and work orders, oldest first, one line each.
* Who is waiting on whom right now (customer or support), based on the last incoming versus outgoing message.
* Blockers and a suggested next step.
**Rules & Guidelines:**
* This prompt is read-only. Do not call any write tool: `salesforce-add-account`, `salesforce-add-contact`, `salesforce-add-lead`, `salesforce-add-opportunity`, `salesforce-add-case`, `salesforce-add-task`, `salesforce-add-asset`, `salesforce-add-campaign`, `salesforce-update-account`, `salesforce-update-contact`, `salesforce-update-lead`, `salesforce-update-opportunity`, `salesforce-update-case`, `salesforce-update-task` or `salesforce-update-asset`.
* Quote customer text only as much as needed; summarize long email bodies.
**Validation:**
* If there are no comments or emails, say the case has no recorded conversation.Who it's for
One answer, three teams that use it
Support agents
Take over a case without starting over
Get the full history and the current blocker before you reply to the customer.
Summarise Salesforce case 00067890 for me and tell me who is waiting on whom.
Support team leads
Unstick cases that have stalled
See what is blocking a long running case and the suggested next step in one answer.
Why is case 00023456 still open? Give me the timeline and blockers.
Escalation managers
Brief yourself before an escalation call
Know every touchpoint on a case, including work orders and files, before talking to the customer.
Give me the full history of case 00045123 for Contoso, including work orders and attachments.
How it works
What PopdockAI does when you ask
You give the case number, and your AI assistant reads everything attached to the case and builds one timeline. Nothing on the case is changed.
01
Ask
You give the case number.
02
Read
It reads comments, emails, messaging sessions, solutions, team members, work orders and files.
03
Merge
It builds one dated timeline, oldest first.
04
Report
You get who is waiting on whom, the blockers and a suggested next step.
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-case
salesforce-get-case-comment
salesforce-get-email-message
salesforce-get-messaging-session
salesforce-get-case-solution
salesforce-get-solution
salesforce-get-case-team-member
salesforce-get-work-order
salesforce-get-files
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
Understand any case in one read
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One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
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