# Salesforce Service Cloud MCP

> Salesforce Service Cloud MCP connects your AI client directly into Salesforce Service Cloud. It lets you manage customer support cases, search internal knowledge articles, and track team performance metrics—all through natural conversation. Instead of navigating multiple tabs or writing complex queries, you simply ask your agent to find a case number, check the full history on a ticket, or count how many high-priority issues are open right now.

## Overview
- **Category:** industry-titans
- **Price:** Free
- **Tags:** case-management, ticket-resolution, knowledge-base, support-metrics, customer-service, internal-comments

## Description

This MCP lets you handle customer support workflows without ever leaving your chat window. When an issue comes in, your client can instantly search through Salesforce Knowledge articles for documented solutions. If the problem is complex, you don't just get an answer; you can check the full case history, seeing every internal note and public comment that built up over time. You can also create new cases immediately—specifying if it came from web forms or a phone call, and setting its initial priority. Need to know how busy your team is? Ask for aggregate metrics by status and priority. Vinkius makes connecting this powerful system easy; you just connect your client once, and the whole catalog becomes available.

It's about having an expert support agent built right into your conversation flow.

## Tools

### sf_add_case_comment
Adds either an internal note or a public response to update the conversation thread on a support case.

### sf_create_case
Creates a new support ticket, allowing you to specify its subject, priority (High/Medium/Low), and where it originated from.

### sf_case_comments
Retrieves the complete conversation thread for any case, showing both private agent notes and public customer comments.

### sf_case_metrics
Generates a summary report detailing how many cases are open at every combination of status and priority.

### sf_cases_by_status
Lists all current support tickets that share the same operational status, useful for focusing on 'New' or 'Escalated' work.

### sf_search_cases
Searches the entire case database using a number or subject line to locate specific customer issues quickly.

### sf_search_knowledge
Searches Salesforce's built-in knowledge base for documented answers and articles related to a given topic.

### sf_update_case
Changes the progress of an existing case, such as moving it from 'New' to 'Working' or raising its priority level.

## Prompt Examples

**Prompt:** 
```
How many open P1 cases do we have?
```

**Response:** 
```
🎟️ **Open Case Metrics**

| Status | Priority | Count |
|---|---|---|
| New | High | 3 |
| Working | High | 7 |
| Escalated | High | 2 |

⚠️ **12 high-priority cases** currently open
```

**Prompt:** 
```
Find a knowledge article about password reset
```

**Response:** 
```
📚 Found 3 articles:
1. **How to Reset Your Password** — Step-by-step guide
2. **Password Policy FAQ** — Requirements and best practices
3. **Two-Factor Authentication Setup** — Adding extra security
```

**Prompt:** 
```
Create a high-priority case: Login page returning 500 error
```

**Response:** 
```
✅ **Case Created!**
- Subject: Login page returning 500 error
- Priority: High
- Status: New
- Origin: Web
```

## Capabilities

### Search for solutions
Quickly find internal knowledge articles using natural language queries.

### Analyze case volume
Get counts of open cases, grouped by status (New, Working) and priority (High, Medium).

### View full ticket history
Retrieve all public and internal comments attached to a specific support case.

### Initiate new issues
Create a brand-new support case, defining its priority, origin, and linking it to the correct customer record.

### Update ticket status
Advance a case's lifecycle stage or escalate its urgency directly.

## Use Cases

### Diagnosing a slow-moving outage
A Success Team Lead needs to know why a customer's issue has been open for three days. Instead of opening the ticket and scrolling, they ask their agent to check sf_case_comments for all internal notes, immediately seeing which department last touched it and why.

### Handling an emergency spike
The CS Manager notices a sudden increase in high-priority tickets. They prompt the agent to run sf_case_metrics, instantly getting a quantitative breakdown of how many issues are open by status (e.g., 'Escalated') and priority.

### Onboarding a new support rep
A training session requires the agent to find documentation on a rare error code. The trainee simply asks for it, and the system uses sf_search_knowledge to pull up the exact, current internal article.

### Logging customer feedback mid-call
A Support Agent finishes a call and needs to log both an action (sf_update_case) and a follow-up task. They tell their agent to update the case status to 'Working' and add a comment detailing the next steps.

## Benefits

- Resolve issues faster by instantly searching the Knowledge Base. Instead of manually checking documentation, you ask your agent to find articles on a topic like 'password reset' and get direct links and summaries.
- Get an immediate view of queue health using sf_case_metrics. You can ask for a breakdown—for example, how many Medium priority cases are stuck in the 'Working' status right now—without running complex reports.
- Never lose context again. When you need to review a ticket, use sf_case_comments to pull up every comment, whether it was an internal note or something the customer saw.
- Keep your data clean by using sf_update_case. You can move a case from 'New' to 'Working' and escalate its priority with a single command, logging the progress automatically.
- Streamline intake processes by using sf_create_case. If you get an email alert, you tell your agent to create it immediately, setting the correct origin and high priority.

## How It Works

The bottom line is you get immediate, conversational insights into your entire support queue without writing any code.

1. Connect your AI client to the Vinkius Marketplace using this MCP. This gives your agent direct access to all Salesforce Service Cloud data.
2. Ask your agent a question, like 'Show me all open high-priority cases.' The tool runs the necessary queries against the live case records.
3. Your client returns structured data (like a table or summary) detailing the exact status and count of the issues you asked about.

## Frequently Asked Questions

**How can I find out how many high-priority cases we have?**
Use sf_case_metrics to generate an aggregate report. This tool counts all open cases and groups them by both status and priority, giving you a precise count of your P1 backlog.

**What is the best way to check if a solution exists?**
Run sf_search_knowledge. This searches Salesforce’s internal knowledge base directly, returning article titles, summaries, and URLs so you know immediately if the answer is documented.

**Do I need to open Salesforce to update a case?**
No. You can use sf_update_case through your AI agent to advance a ticket's status or escalate its priority, logging the change without ever leaving your conversation window.

**How do I start a new support ticket using this MCP?**
Use sf_create_case. You provide the subject and description, and you specify critical details like the priority (High/Medium/Low) and the origin channel (Web/Phone/Email).

**Can I see all notes on a case?**
Yes. The sf_case_comments tool pulls every single comment—both internal agent discussions and public customer replies—giving you a complete conversation record.