Assistant

Internal Knowledge Assistant (Salesforce‑backed)

1. Purpose

• a single chat/search box for “who/what/why/next” questions;
• grounded answers with citations to Salesforce records and internal docs;
• optional action handoffs (draft an email, open a ticket) behind clear confirmation steps.

2. Core user stories

• Account snapshot: “Show a quick brief on Acme Corp: people, open opps, last touch, red flags.”
• Opportunity status: “What changed on the Q4 Enterprise renewal since last week? Any risks?”
• Contact prep: “Give a 60‑second brief on Dana Li before today’s call. Include last 3 emails and open cases.”
• Support triage: “List P1 cases for our top 10 accounts with links and owners.”
• Compose with facts: “Draft a renewal follow‑up using key dates and previous objections.”

3. Architecture at a glance

• Assistant app (host): chat UI, auth/session, identity mapping, logging, and approvals.
• Salesforce connector (tools): read‑only first: SOQL query, record fetch by ID, recent changes. Optional write tools later (create task/case, log call).
• Knowledge retrieval (optional): embed and search internal docs (playbooks, competitive notes) for context; cite sources.
• Policy guardrails: tenant/user scoping, field‑level security (FLS), redaction, and rate‑limit handling.

4. Salesforce integration (read‑first)

4.1 Auth & identity

• Use OAuth 2.0 with a connected app. Start with a service account for a proof‑of‑concept; move to user impersonation (on‑behalf‑of) to honor FLS/sharing rules.
• Map app users to Salesforce user IDs; store only what is needed (opaque IDs, refresh tokens on the server).

4.2 Minimal read tools (function calls)

salesforce_search:
  description: Full‑text search across Accounts/Contacts/Opportunities/Cases with filters.
  args: { query: string, sobject: enum[Account,Contact,Opportunity,Case], limit: number }

salesforce_soql:
  description: Run a parameterized SOQL query (read‑only). Reject queries touching disallowed objects/fields.
  args: { soql: string }

salesforce_get_record:
  description: Fetch a record by SObject + Id and selected fields.
  args: { sobject: string, id: string, fields: string[] }

salesforce_recent_changes:
  description: List recent field changes for a record (audit‑style).
  args: { sobject: string, id: string, since: string }

4.3 Typical SOQL snippets

-- Account snapshot
SELECT Id, Name, AccountOwner.Alias, Industry, ARR__c, Health__c, LastActivityDate
FROM Account WHERE Name LIKE 'Acme%'
LIMIT 5;

-- Open opportunities on account
SELECT Id, Name, StageName, Amount, CloseDate, Owner.Alias
FROM Opportunity WHERE AccountId = '001...' AND IsClosed = false
ORDER BY CloseDate ASC LIMIT 10;

-- Recent case risks
SELECT Id, CaseNumber, Priority, Status, Subject, Owner.Alias, LastModifiedDate
FROM Case WHERE AccountId = '001...' AND (Priority = 'High' OR Priority = 'P1')
ORDER BY LastModifiedDate DESC LIMIT 10;

5. Prompting patterns (make answers grounded)

Act as an internal assistant. Answer only with information retrieved via the allowed tools. If a fact is not present in tool results, say you do not have it. Include short citations: object name and record link. Honor user scope and do not reveal fields not returned by tools.

Task: Produce a 6–8 sentence brief for <AccountName>.
Use results from: salesforce_get_record(Account), salesforce_soql(Opportunities/Cases).
Include: owner, ARR/segment, key contacts, open opps (stage, date), open P1 cases, last activity.
Finish with “Watch‑outs” (1–2 bullets) and “Next steps” (1–2 bullets) derived only from tool data.

Compare current fields to salesforce_recent_changes(..., since=ISO_DATE).
Summarize what changed (stage/date/amount/owner) in 3–5 sentences. Cite each change with a record link.

6. UI flow (minimal)

• One box UX: natural‑language query; show answer plus Sources (Salesforce links) and Tool log for transparency.
• Unsafe actions disabled by default: start read‑only; later gate writes behind explicit buttons (“Create follow‑up task”).
• Saved briefs: allow users to pin an account/opportunity brief and share a link.

7. Example end‑to‑end interactions

1. Assistant parses “Brief on Acme Corp”.
2. Calls salesforce_search(Account) → top hit.
3. Calls salesforce_get_record(Account, fields=[...]).
4. Calls salesforce_soql for open opps and recent P1 cases.
5. Composes a short brief with citations and links.

1. User selects opportunity or pastes URL.
2. Assistant calls salesforce_recent_changes with last‑week timestamp.
3. Returns a concise change log: stage, amount, owner, date shifts, with links.

1. Assistant gathers opportunity facts + last contact notes.
2. Produces a short email draft; user edits and sends via their email client or logs it as a Salesforce task (optional write tool later).

8. Summary