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            Create Confidential Case Tool

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            Create Confidential Case Tool

            Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited Edition with Employee Service
            User Permissions Needed  
            To build and manage Service Agents:

            Manage Agentforce Service Agents AND Manage AI Agents

            OR

            Customize Application

            Tool Details

            To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See Maintain Trust with Agentforce Actions.

            This tool initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.

            API Name CreateConfidentialCase
            Tool Type Standard
            Reference Tool Type Flow
            Inputs Complaint Description, Date of Incident, Complaint Type, Complaint Subject
            Outputs Case Number, Error Message
            Does this tool execute one or more prompt templates? No

            Examples of Utterances that Trigger This Tool

            • “Create a confidential report for me.”
            • “I need to talk to a human in HR about a misconduct issue.”
            • “Submit this harassment claim securely to a specialist.”
             
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            Salesforce Help | Article