To set Fin up to handle Salesforce cases, the first thing you need to do is add your content to train Fin. Go to Deploy > Salesforce cases and select Add knowledge.

You can add knowledge by:

First you will need to choose whether you want to connect your Sandbox (testing) or Production (Live, customer facing).

To connect to Salesforce you'll need to create a Connected App and enable OAuth, and generate a consumer key and secret (see detailed instructions below).

To create a Connected App, go to Salesforce settings and search for “App Manager”. In the App Manager, click New Connected App on the top right and choose "Create a Connected App"

Once there, enter an app name, API name, and your email address.

Next, set up OAuth for your Connected App:

Save the Connected App, then click the Manage button on the next screen.

Click Edit Policies, then on the policies page under OAuth Policies, make sure Permitted Users is set to “All users may self authorize” and IP Relaxation is set to “Relax IP Restrictions”.

At the bottom of the page, set the Client Credentials flow to run as an admin account by clicking on the “Run as Lookup” icon next to the input field and selecting an admin in the window that appears.

Save your changes, then go to the App Manager again, and view the app you just created using the dropdown menu next to it.

In the API (Enable OAuth Settings) section, click on Manage Consumer Details.

On the Consumer Details page, you’ll be presented with a consumer key and secret, you can save these for later.

After connecting to Salesforce, you should be able to select an identity from the Fin AI Agent Identity dropdown in Deploy > Salesforce Cases.

Fin will reply as this user when a case is assigned to it in Salesforce. We recommend creating a new user for it and making it explicit that it's an AI Agent, rather than a human.

You can use your own email address by appending “+fin” to the name (e.g. dean+fin@examply.io). You need to use a real email address because you'll need to verify the email address in Salesforce. Make sure that “Service Cloud User” is ticked so that Fin can reply to cases.

You can customize how Fin responds to customers and hands off to your team when it’s unable to help by clicking on Manage Answer and hand-off in the “Workflow” section in Channels > Salesforce cases.

You can tailor this experience by:

Once you’ve finished customizing the workflow, click Save changes.

To configure which case origins Fin should treat as email to case, select all of the channels that apply in the Email-to-Case origins dropdown

Then click Save to update your configured channels.

Next, verify your email domain to ensure that emails sent from Fin are delivered successfully.

Go to Channels > Salesforce cases and click + Add email domain below the “Email Domain Verification” section. You'll need to enter:

Click Add email to save, you will receive a green pop up banner confirming that your email domain has been added.

To test Fin, go to Channels > Salesforce cases and select Turn Fin on at the bottom of the page, then assign a case to the “Fin AI Agent” you created in Salesforce.

Fin won't be live to your customers immediately, Fin will only respond to tickets assigned to it. Once you’re ready for Fin to answer customer questions, use Flows or Case Assignment Rules in Salesforce to automatically assign new cases to Fin.

When a customer sends an email or submits a form, that will create a case in Salesforce. Using Salesforce's Case Assignment Rules or Flows, the case will automatically get assigned to Fin.

For any case that gets assigned to Fin, it'll apply the fin-involved topic.

If Fin has relevant knowledge available to answer, Fin will respond and cite the sources it used, and apply the following tags:

If the question is ambiguous, Fin will ask clarifying questions. If Fin doesn't have an answer, it'll hand-off the ticket to your desired case queue or user. Customers can ask follow-up questions and Fin will follow the same process.

If the customer says that it helped, the “fin-soft-resolution” topic will be removed and “fin-hard-resolution” applied.

If the customer asks to talk to the team, Fin will assign the case to a specific queue or user of your choice, remove the “fin-soft/hard-resolution” topics and apply the “fin-routed-to-team” topic.