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Write the support articles your Salesforce cases ask for
For support leads who want to know which case topics have no solution and which customer ideas lead, by asking their AI assistant.
On this page
Connector
Connect Salesforce, pick your AI tool and paste the prompt.
The problem
Answering the same question again because nobody wrote the article
Support teams answer the same questions repeatedly because the article was never written. Working out which case topics have no solution, and which ideas are gathering votes, means reading hundreds of cases and guessing at patterns.
Without PopdockAI
- Read through hundreds of recent cases
- Guess at the recurring topics
- Search for existing solutions one by one
- Miss the ideas customers keep voting for
With PopdockAI
- Recent cases are grouped by type and subject words
- The largest groups are checked for linked solutions
- Unpublished or unreviewed matches are flagged
- Read only, with the grouping marked approximate
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Identify where support knowledge is missing, from cases created in the last `{lookback-days}` days (default 60).
**Step 1: Pull recent cases**
Call `salesforce-get-case` with `created-date.from` set to today minus `{lookback-days}` days and `max-records` 1000. Group them by type and by recurring words in the subject.
**Step 2: Check coverage**
* For the 10 largest groups, take up to 5 cases each and call `salesforce-get-case-solution` with `case-id`. A group where no case has a solution is a gap.
* For each gap, call `salesforce-get-solution` with `title.contains` set to the group's key phrase; note whether a solution exists but is not public or not reviewed.
* Call `salesforce-get-idea` with `created-date.from` the same date and `vote-total.min` 1 to list what customers are requesting, highest vote total first.
**Step 3: Report**
* Case groups ranked by volume with: case count, share with a solution, and whether a matching solution exists unpublished.
* The top five knowledge articles to write, each with example case numbers.
* The top ideas by votes, with their status.
**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`.
* Say that grouping by subject words is approximate.
**Validation:**
* If there are no cases in the window, say so and stop.Who it's for
One answer, three teams that use it
Knowledge managers
Know which articles to write next
Get the top five articles to write, ranked by case volume, with example case numbers.
What support articles should we write based on Salesforce cases from the last 90 days?
Support managers
Cut repeat questions
See which recurring topics have no solution so the team stops answering them from scratch.
Which case topics this quarter have no linked solution in Salesforce?
Product managers
Hear what customers ask for
See the customer ideas gathering the most votes next to the problems driving cases.
List the top voted customer ideas in Salesforce and the biggest case topics from the last 30 days.
How it works
What PopdockAI does when you ask
You optionally set a lookback window, and your AI assistant finds the case topics with no solution. It also lists top voted ideas and changes nothing.
01
Ask
You optionally set a lookback window.
02
Group
It groups recent cases by type and recurring subject words.
03
Check
It samples the largest groups for linked solutions and unpublished matches.
04
Report
You get topics by volume, five articles to write and the top ideas.
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-solution
salesforce-get-solution
salesforce-get-idea
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
A knowledge base that grows where cases come from
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