The Worknet Visualforce control should be added to the Salesforce Case UI. In our example, we positioned it on the right side within a tab, but as you know, Salesforce provides various options for customizing the screen layout.
To access Worknet, you'll need to log in using your G-Suite, Office 365, or your organization's Okta SSO.
Upon logging in, you'll see a set of actions along with the [Worknet message], also known as AMA (Ask Me Anything). The list of actions and their behavior is entirely customizable for each customer. You have the flexibility to add, remove, reorder, and adjust how each action functions, including control over the prompt, data sources, and more.
Operation Modes:
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Action Button Click - This acts as a shortcut for a GenAI instruction. It automatically reads the entire case context and executes the selected action.
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Ask a Question/Request via [Message Worknet] - Enter your question or request, and you'll receive a response.
Both methods support an ongoing conversation, allowing you to continue interacting while maintaining context. For example, you can ask it to "make it shorter," "make it more friendly," or "elaborate on point 3."
Out-of-the-Box Actions:
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Response - Analyzes the entire case context, including all exchanged messages, identifies any outstanding questions or requests, and generates a suggested response that can be sent to the customer.
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Troubleshoot - Similar to the Response action, but can utilize internal data sources like Notion or Confluence to create instructions that help agents resolve the issue.
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Summary - Provides a quick overview of the case for team members. The summary's format is fully customizable, with the default setup highlighting sentiment, followed by outstanding items and the key individuals involved.
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Generate Article - Assists in creating a help article for a resolved case to fill any gaps. It can also adhere to your preferred templates and style guidelines.
Additional Configurable Actions:
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Web Search - Worknet can perform web searches to find relevant information.
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Salesforce Query - Worknet can query standard Salesforce objects, such as displaying all opportunities for a particular account.
Citation
A common challenge with GenAI is hallucination. Worknet addresses this by providing a unique solution: adding citations next to each paragraph, linking back to the source documents and the specific quotes used to generate the response. This approach helps ensure that responses are grounded in accurate data.
Feedback
Each response includes an option for users to provide positive or negative feedback and to share the reasons behind their feedback. This information is invaluable for refining the model and driving continuous improvement.
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