Service Cloud Subsystem

The Service Cloud delivers high-velocity support capabilities, moving from reactive ticket handling to proactive customer success using Knowledge and AI.

1. Domain Model (Schema)

1.1 Core Objects (`packages/support`)

Object Name	API Name	Description	Key Fields
Case	`case`	A customer issue or request.	`subject`, `priority`, `status`, `origin`
Case Comment	`case_comment`	Thread of communication.	`body`, `is_public`
Knowledge Article	`knowledge_kav`	Help content.	`title`, `body_html`, `category`, `status`
SLA Policy	`entitlement`	Support agreement.	`account_id`, `start_date`, `sla_minutes`

1.2 Relationship Diagram

erDiagram
    ACCOUNT ||--o{ CASE : "logs"
    CONTACT ||--o{ CASE : "logs"
    CASE ||--o{ CASE_COMMENT : "has"
    CASE }o--o{ KNOWLEDGE_KAV : "attaches"
    ACCOUNT ||--o{ ENTITLEMENT : "purchases"

2. Business Logic (Automation)

2.1 Omni-Channel Routing (`case.route.action.ts`)

Trigger: after_create
Logic:
1. Check Case.origin (Email, Phone, Web).
2. Check Case.priority.
3. Find available Agent in support_queue.
4. Assign owner_id based on "Least Active" or "Skill Match".

2.2 SLA Countdown (`case.sla.hook.ts`)

Trigger: on_create, on_update.
Logic:
- If priority == 'Critical', set target_resolution_time = Now + 2 hours.
- If status != 'Closed' AND Now > target_resolution_time, Trigger Escalation alert to Manager.

2.3 Knowledge Deflection (AI) (`knowledge.search.action.ts`)

Action: When User is typing case Subject on Portal.
Logic: Vector Search (embedding(subject)) against Knowledge Base.
Output: Return Top 3 Articles. If user clicks "Solved", abort Case creation.

3. User Experience (UI)

3.1 Agent Console (`service_console.app.ts`)

A "Split View" application designed for high-density work.

Left Panel: List of "My Open Cases".
Center Panel: Current Case Workspace (Details, Chatter).
Right Panel: Knowledge Sidebar & AI Agent (Suggested Replies).

3.2 Knowledge Editor (`knowledge.page.ts`)

Layout: Rich Text Editor for Content, Sidebar for Version/Language control.

4. Security & Access

Public: Can read is_public=true Knowledge Articles.
Customer: Can Create/Read own Cases.
Support Agent: Can Read/Edit All Cases in assigned Queue.

Service Cloud

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