Overview

Mature support organizations often receive thousands of support tickets per week ranging between extremely simplistic to extremely complicated.  The core use-case of Solve Email is to deflect as many incoming cases as possible by responding to the customer with the correct email template or knowledge base article.

Forethought excels at automating email responses with sometimes beyond human accuracy levels. A custom model is trained on the customer’s historical data. This assumes that the customer has been responding to customers with a standardized process for long enough and with enough volume for the automation to be feasible and relevant.

Technical Overview

This article will guide you through setting-up your Salesforce Instance for Solve Email.

Pre-requisites: If you are a new customer, make sure to have completed the Salesforce pre-installation guide. 

The general flow is the following:

1. The case is created in Salesforce
2. A Salesforce workflow rule will detect this, and trigger a Salesforce Outbound Message
3. The Salesforce Outbound message will send the information to Forethought.
4. Forethought Solve will make a prediction and respond to the customer through email.
5. The Dashboard will then provide insights on the accuracy of the response by keeping track of the number of times Solve responded to a case and whether that case was re-opened or not.

1. Initial setup 

If you have previously completed steps 1 (Create a workflow rule) and 2 (Create an outbound message) in order to set up Solve Email, please skip to step 3.  Steps 1 and 2 should only be completed once for your organization.

1. Create a workflow rule

1. Go to Salesforce Setup > Workflow rules
2. New rule
3. Object: Case
4. Rule name: Forethought Outbound Message
5. Description: "Sends a message to Forethought API every time a case is created in order to make predictions."
6. Evaluate the rule when a record is: Created
7. Rule Criteria: 
   1. Run this if the: formula evaluates to true
   2. Formula: 1=1
   3. Note that depending on the use-case, it might be relevant to only send a subset of cases to Forethought. For example, if you would like Solve to attempt deflections on cases from the Email origin only, you would need to define that in your Workflow Rules. Please refer to this video for set up: ZD_Vid.mov. For other needs, please contact your Forethought team for assistance.
8. Click save & next
9. Add workflow action: new outbound Message
   

 2. Create an Outbound message

1. Name: Forethought Outbound Message
2. Unique Name: Forethought_Outbound_Message
3. Description: "Sends a message to Forethought API every time a case is created in order to make predictions. This outbound message is called by the workflow rule of the same name."
4. Endpoint URL: https://app.forethought.ai/salesforce/case-created
5. User to send as: Look for "Forethought user" or "Agatha". You should have a dedicated user for Forethought already set up when you followed the Salesforce pre-installation guide.
6. Send Session ID: True
7. Case Fields to send: id
8. Save > Done
9. This will bring you back to the Workflow rule
10. Click the Activate button

Once you have completed this process, please notify your Forethought team.

3. Create fields to track Solve deflection attempts

1. Add Forethought Case Reopened Case Field
   • Object Manager > Case > Fields and Relationships > New
   • Data Type: Checkbox
   • Default value: unchecked
   • Field Label: Forethought Case Reopened
   • Field Name: Forethought_Case_Reopened
     • This Field Name is MANDATORY
2. Add Forethought Email Sent Case Field
   • Object Manager > Case > Fields and Relationships > New
   • Data Type: Checkbox
   • Default value: unchecked
   • Field Label: Forethought Email Sent
   • Field Name: Forethought_Email_Sent
     • This Field Name is flexible

4. Add Workflow rule to detect and label cases that Solve was unable to successfully deflect

• Default:
  • Workflow Rules > New Rule
  • Object: Case
  • Evaluation Criteria: Evaluate the rule when a record is created or updated
  • Rule Criteria: (Case: Forethought_Email_Sent EQUALS True) AND (Case: Status EQUALS Open)
  • Add workflow action to set Forethought_Case_Reopened to True
• Some customers prefer not to add a workflow on Case, so we also have this option:
  • Workflow Rules > New Rule
  • Object: Email Message
  • Evaluation Criteria: Evaluate the rule when a record is created
  • Rule Criteria: (Case: Forethought_Email_Sent EQUALS True) AND (Email Message: Is Incoming EQUALS True)
  • Add workflow action to set Forethought_Case_Reopened to True

2. Notify Forethought

Once you are done with the initial set-up, please notify your Forethought team with the following information:

Workflow rule + outbound message created & active: yes/no

I have verified that the Forethought user has full write
access to the Forethought_Case_Reopened and Forethought_Email_Sent fields,
for any case type: Yes/No

 3. Model Training & Observation Phase

Now that you are set, your Forethought team will train an AI model, learning from your historical dataset. After the model is deployed, every time a case is sent to us by the workflow rule created in step 1, if this model is sufficiently confident, Solve will respond with the most relevant content based on the case's subject and description.

After a response is sent, the case's Forethought_Email_Sent field will be checked. Should your customer respond to Forethought's deflection email, the workflow rule created in step 4 will set the Forethought_Case_Reopened field and Forethought will note that this deflection attempt was unsuccessful.  Your Forethought dashboard will display the model's performance based on the number of successful and unsuccessful deflection attempts.