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This macro utilizes AI to analyze the Subject and Description fields of a case and determine its priority level in real-time.
By assessing urgency and impact, it categorizes cases into:
AI is uniquely suited to this task due to its ability to process natural language, recognize patterns, and quickly interpret the context of case details. This ensures a more accurate and consistent prioritization compared to manual methods, reducing the risk of human error.
Setting the priority at the time of case creation is critical for meeting SLAs, as it allows high-priority cases to be escalated immediately, ensuring rapid resolution and minimizing operational disruption. This macro can be executed via triggers or Salesforce Flows to integrate seamlessly into case management workflows, providing organizations with a proactive approach to handling customer issues.
Leverages AI to evaluate case details and assign a priority level—Low, Medium, or High—based on urgency and impact, ensuring accurate prioritization at the time of case creation for immediate action on critical issues.
