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Work the Salesforce cases that matter most first
For support teams with long case queues who want a ranked work-first list with silent high priority cases flagged, by asking their AI assistant.
On this page
Connector
Connect Salesforce, pick your AI tool and paste the prompt.
The problem
The silent high priority case hidden in a long queue
With hundreds of open cases, deciding what to work first means weighing priority, escalation, age and how long the customer has gone without hearing from you. Sorting by one column hides the high priority case nobody has answered in a week.
Without PopdockAI
- Sort the queue by priority, then by age
- Open cases to see when someone last replied
- Miss escalated cases further down the list
- Overlook accounts with several open cases
With PopdockAI
- Open cases are ranked by priority, escalation and age
- The top 20 are checked for days since last contact
- Silent high priority cases are flagged
- Read only, with accounts with three or more cases called out
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Triage the open cases for owner `{owner}` (default: all owners), optionally only priority `{priority}`, and produce a work-first list.
**Step 1: Pull open cases**
Call `salesforce-get-case` with `closed` false, `owner.contains` set to `{owner}` when given, `priority` set to `{priority}` when given, and `max-records` 500.
**Step 2: Score each case**
* Priority: High or Critical first.
* Escalated: escalated cases rank above non-escalated ones of the same priority.
* Age: days since created-date.
* Silence: for the top 20 by the above, call `salesforce-get-case-comment` with `case-id` and `salesforce-get-email-message` with `case-id`. Record days since the last comment or email; more than 3 days without contact on a High case is a flag.
* Account pressure: for accounts with more than one open case, note the count.
**Step 3: Report**
* Counts by priority and status, and the oldest open case.
* A ranked table of the top 20: case number, subject, account, priority, status, age, days since last contact, flags.
* Accounts with three or more open cases.
* Cases with no owner or owned by a queue, if any.
**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`.
* Point to `escalate-case` for acting on a case.
**Validation:**
* If there are no open cases, say so and stop.Who it's for
One answer, three teams that use it
Support agents
Know what to work next
Get a ranked list with the silent high priority cases flagged, instead of sorting columns.
Which of my open Salesforce cases should I work first today?
Support team leads
Stop cases going silent
See high priority cases with no contact in three days and the unowned ones in the queue.
Triage all open High priority Salesforce cases and show any silent for more than 3 days.
Account managers
See which customers are struggling
Find accounts with three or more open cases before they raise it with you.
Which accounts have three or more open Salesforce cases right now, and how old are they?
How it works
What PopdockAI does when you ask
You optionally name an owner or priority, and your AI assistant ranks the open cases and checks the top ones for silence. It only reads.
01
Ask
You optionally name an owner or a priority.
02
Rank
It ranks open cases by priority, escalation and age.
03
Check
It reads comments and emails on the top 20 to find days since last contact.
04
Report
You get a ranked top 20 with flags and accounts with three or more cases.
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
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
Start each day on the cases that matter most
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One prompt template with infinite possibilities.
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