#Service Cloud117 personnes en discutent

Hi Joakim,

One use case I can think of is having Claude summarize long email threads or case histories and automatically generate a concise case summary for agents. That alone could save a significant amount of time. 

It could also assist with drafting case responses, suggesting knowledge articles, or generating recommended next steps based on similar resolved cases.

For case creation and updates, I'd see Claude working best as a copilot that proposes values or summaries, while Salesforce Flows or Apex handle the actual record creation and field updates to maintain governance and auditability. 

I'd be interested to hear how others are integrating external AI assistants alongside Salesforce's native Agentforce capabilities.

@Vishal Verma

Thank you for your advice!  

I have already tried the first three steps. We share the HAR files with our internal IT team whenever the issue occurs, but they haven't identified the root cause yet. I will consult them about "Temporarily disabling Secure and Persistent Browser Caching" next.

I have attached a screenshot of the error, which reads: "There's an issue connecting to Omni-Channel. Hang tight, we're trying to reconnect." 

 When going online, the screen freezes here, but another device shows the user is actually logged in. As a daily workaround, restarting the browser restores the connection. This happens randomly every day and does not affect everyone.   

This usually happens when Email-to-Case routing is not fully configured or the email isn’t reaching Salesforce properly.

Please check:

• Ensure Email-to-Case is enabled and the routing address is verified
• Use the exact generated Email-to-Case address (not your personal email)
• Confirm the email is being sent from an external inbox and not blocked by spam filters
• Check if a Case Assignment Rule or Auto-Response Rule is interfering
• Verify Cases are not being created under a different queue or user

Also, note that “no case was created” usually means Salesforce never received the email, so recheck the forwarding/setup email configuration carefully.

@mohit salesforce

, Since you were creating the case manually was the following the root cause?:  

I am going to assume you checked "Send notification email to contact" instead of letting the rule fire 

When creating or editing a case manually, there is a checkbox at the bottom of the page layout that says "Send notification email to contact". 

The Trap: Checking this box bypasses your Auto-Response Rules entirely. Instead, it triggers the basic, system-wide notification template defined in your Support Settings. 

The Fix: Uncheck this box. To make the Auto-Response Rules run for manual creation, you must look for the checkbox labeled "Assign using active assignment rule" (if available) or rely strictly on the channel logic.  

If I am correct, can you please mark this as best answer or most helpful for others that might run into the same problem? 

Thank you in advance. Be well - Katende

@Janet Siggers Foster

Yes, this is possible, but not really through the standard email reports alone.

Since the emails are being sent via Flow, a common approach is to log each send event in a custom object or EmailMessage tracking setup.

You can populate fields like email type, case status, and timestamp at the same time the Flow sends the email, and then report on that object. 

If you don’t want custom logging, another option is using Enhanced Email reporting, but it’s usually not enough for “by email type” level tracking in journey-based flows.

So in most cases, teams go with a simple Flow-based logging approach for accurate reporting. 

Hope it works!