SalesforceAIFlowApex
AI-Powered Salesforce Workflow
An end-to-end automation that uses GPT to classify support cases and route them to the right team via Salesforce Flow, cutting triage time by 60%.
Overview
This project automates the triage of inbound support cases in Salesforce by using a GPT model to classify intent and urgency, then routes each case to the appropriate queue via a Screen-less Flow.
Key components
- Apex callout to the OpenAI API triggered on case creation
- Flow orchestration to evaluate the classification result and set routing rules
- Custom metadata to configure intent-to-queue mappings without code changes
Outcome
- 60% reduction in average triage time
- Agents spend less time manually sorting cases and more time solving them
- Fully configurable by admins — no Apex changes needed to adjust routing logic