Salesforce cases

This process walks you through adding Salesforce Cases as a knowledge source for a specific AI Agent or all AI Agents, and indexing the selected cases so they can be used by the AI Agent.

Note: Salesforce Cases are indexed daily. New or updated cases are reflected in the knowledge source automatically.

Prerequisites

• Before starting, ensure your Salesforce account has been connected in the Enjo dashboard.

• Refer to the Salesforce Integration Setup Guide for instructions.

Steps to Integrate Salesforce Cases with Enjo

Step 1: Open the Knowledge tab

1. Log in to the Enjo dashboard.

2. Navigate to AI Agents and select the agent you want to configure.

3. Go to the Knowledge section, select Sources, and click Add Knowledge.

Step 2: Select Salesforce Cases

1. When prompted to choose a knowledge source type, select Apps.

2. From the list of available apps, select Salesforce Cases.

3. Confirm your Salesforce connection is active, then click Next.

Step 3: Create a new knowledge source

1. Click Create New Knowledge Source.

2. Enter a clear, descriptive name for this source.

💡Tip: Use a name that reflects the filter you plan to apply for example, Salesforce Cases – Medium Priority or Salesforce Cases – Open 2025. This makes it easier to manage multiple knowledge sources later.

Step 4: Configure filters and index cases

Use the filter panel to define which cases will be indexed. You can filter by:

• Case number

• Name or email

• Company

• Case status

• Case type

• Priority and more

Enter your filter as a SOQL expression. For example, to index only Medium priority cases:

priority = 'medium'

Once your filter is set, click Get count this is a required step. It shows you exactly how many cases match your filter before any indexing begins, giving you the opportunity to refine the scope if needed.

💡Tip: Always review the count before proceeding. A count that is unexpectedly high or low usually means the filter needs adjustment.

Once you are satisfied with the count, click Start Indexing.

What happens next

Enjo indexes the selected cases as a knowledge source. Once complete, you can view and manage the source under the Knowledge Sources tab in your AI Agent.