{"database": "pub10", "table": "features", "is_view": false, "human_description_en": "where app_id = \"F2-031\", form = \"user-action\" and verification = \"confirmed\" sorted by feature_id", "rows": [["F2-031-S001", "F2-031", "The system lets a service rep work with customer context, cases, conversations, and essential tools in one workspace", "user-action", "Unify customer context, cases, conversations, and essential tools in one workspace", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A001", 0.0, null, null], ["F2-031-S002", "F2-031", "The system lets a service rep follow AI-generated turn-by-turn plans and real-time guidance across channels", "user-action", "Accelerate rep productivity with dynamic, turn-by-turn plans, Agentforce actions, and real-time guidance across all channels including live messaging, voice, and case records", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A002", 0.0, null, null], ["F2-031-S003", "F2-031", "The system lets a service leader monitor rep and AI agent conversations, performance, trends, and handoffs in real time", "user-action", "Monitor rep and AI agent conversations, performance, trends, and handoffs in real time", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A003", 0.0, null, null], ["F2-031-S004", "F2-031", "The system lets a service rep create AI-generated replies grounded in customer context and organizational knowledge", "user-action", "Create AI-generated replies grounded in customer context, structured and unstructured data, and organizational knowledge", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A004", 0.0, null, null], ["F2-031-S005", "F2-031", "The system lets a service rep get AI responses grounded in organizational knowledge from multiple sources, including third-party data", "user-action", "Ground AI responses in unified organizational knowledge from multiple sources, including external unstructured content and third-party data", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A005", 0.0, null, null], ["F2-031-S009", "F2-031", "The system lets a service rep connect with subject matter experts in an external team-chat tool to resolve complex cases", "user-action", "Enable service reps to connect with subject matter experts in Slack and resolve complex cases without leaving their workspace", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A009", 0.0, null, null], ["F2-031-S010", "F2-031", "The system lets a service rep get AI-powered assistance with case data and knowledge inside an external team-chat tool", "user-action", "AI-powered assistance right inside Slack", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A010", 0.0, null, null], ["F2-031-S011", "F2-031", "The system lets a service leader view reports and dashboards on swarming activity and outcomes", "user-action", "Give service leaders visibility into swarming activity and outcomes", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A011", 0.0, null, null], ["F2-031-S012", "F2-031", "The system lets a service rep see the full case history in a unified customer inquiry thread", "user-action", "By providing service reps with instant access to the full case history", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A012", 0.0, null, null], ["F2-031-S013", "F2-031", "The system lets a manager view reports and dashboards of team performance against goals such as first-contact resolution and customer satisfaction score", "user-action", "They are provided at-a-glance charts showing exactly how the team is tracking against key goals, like first-contact resolution and customer satisfaction score", "https://www.salesforce.com/service/cloud/", "04.txt", "3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-a", "both", "confirmed", "F2-031-A013", 0.0, null, null], ["F2-031-S014", "F2-031", "The system lets a service rep manage interactions, cases, incidents, knowledge, and assets centrally", "user-action", "centrally managed interactions, cases, incidents, knowledge, and assets", "https://www.salesforce.com/service/", "02.txt", "4d81186541266ab97e8acbfa9d2a5c5424c436f7596ddf96a370d40446167e44", "extract-a", "both", "confirmed", "F2-031-A014", 0.0, null, null], ["F2-031-S015", "F2-031", "The system lets a field technician receive real-time remote service and access to expert assistance", "user-action", "real-time remote service and access to expert assistance", "https://www.salesforce.com/service/", "02.txt", "4d81186541266ab97e8acbfa9d2a5c5424c436f7596ddf96a370d40446167e44", "extract-a", "both", "confirmed", "F2-031-A015", 0.0, null, null], ["F2-031-S016", "F2-031", "The system lets a user view customer and asset data together on one platform", "user-action", "bringing customer and asset data together on one unified platform", "https://www.salesforce.com/service/", "02.txt", "4d81186541266ab97e8acbfa9d2a5c5424c436f7596ddf96a370d40446167e44", "extract-a", "both", "confirmed", "F2-031-A016", 0.0, null, null], ["F2-031-S017", "F2-031", "The system lets an employee get conversational resolutions to IT requests where they work", "user-action", "delivering instant, conversational resolutions for employees, directly where they work", "https://www.salesforce.com/service/", "02.txt", "4d81186541266ab97e8acbfa9d2a5c5424c436f7596ddf96a370d40446167e44", "extract-a", "both", "confirmed", "F2-031-A017", 0.0, null, null], ["F2-031-S020", "F2-031", "The system lets a customer resolve issues through self-service across digital channels", "user-action", "Deliver concierge-style self-service across every digital channel", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A020", 0.0, null, null], ["F2-031-S021", "F2-031", "The system lets an administrator build AI agents", "user-action", "Build AI agents", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A021", 0.0, null, null], ["F2-031-S022", "F2-031", "The system lets an administrator manage routing", "user-action", "manage routing", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A022", 0.0, null, null], ["F2-031-S023", "F2-031", "The system lets a service rep view cases from every channel in one unified view", "user-action", "connects every case from every channel into one, unified view", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A023", 0.0, null, null], ["F2-031-S024", "F2-031", "The system lets a supervisor forecast staffing demand and plan capacity", "user-action", "native forecasting and capacity planning", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A024", 1.0, 1.0, "Supervisor role not named in this section; excerpt is a fragment."], ["F2-031-S025", "F2-031", "The system lets a supervisor build schedules for service reps", "user-action", "Build smarter schedules", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A025", 0.0, null, null], ["F2-031-S026", "F2-031", "The system lets a supervisor track attendance", "user-action", "track attendance", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A026", 0.0, null, null], ["F2-031-S029", "F2-031", "The system lets a supervisor adjust agent status, queues, and skill assignments using real-time adherence and analytics", "user-action", "Use real-time adherence and analytics to spot trends and proactively adjust agent status, queues, and skill assignments based on live signals", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A029", 0.0, null, null], ["F2-031-S031", "F2-031", "The system lets a user survey employees and customers", "user-action", "Survey employees and customers to surface trends", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A031", 0.0, null, null], ["F2-031-S034", "F2-031", "The system lets a customer search and chat through a single prompt bar", "user-action", "a single prompt bar for search and chat", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A034", 0.0, null, null], ["F2-031-S037", "F2-031", "The system lets a customer find answers and solve issues themselves with knowledge articles", "user-action", "Help customers answer commonly asked questions and solve issues themselves with knowledge articles", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A037", 0.0, null, null], ["F2-031-S038", "F2-031", "The system lets a customer book appointments on their own", "user-action", "Let customers book, reschedule, and manage appointments on their own terms", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A038", 0.0, null, null], ["F2-031-S039", "F2-031", "The system lets a customer reschedule appointments on their own", "user-action", "Let customers book, reschedule, and manage appointments on their own terms", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A039", 0.0, null, null], ["F2-031-S041", "F2-031", "The system lets an administrator set up the help agent with guided, no-code setup", "user-action", "guided, no-code setup in Salesforce or Slack", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A041", 0.0, null, null], ["F2-031-S043", "F2-031", "The system lets an administrator build and launch a branded customer service portal using templates and drag-and-drop", "user-action", "build and launch a branded customer service portal with prebuilt templates and easy-to-use, drag-and-drop functionality", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A043", 0.0, null, null], ["F2-031-S044", "F2-031", "The system lets an administrator publish the customer service portal as a mobile app for iOS and Android", "user-action", "Transform your customer service portal into a pixel-perfect mobile app for iOS and Android", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A044", 0.0, null, null], ["F2-031-S045", "F2-031", "The system lets an administrator connect an existing external cloud telephony provider to the service workspace", "user-action", "Connect your existing CCaaS provider with a range of out-of-the-box integrations", "https://www.salesforce.com/service/call-center-integration/", "08.txt", "acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4", "extract-a", "both", "confirmed", "F2-031-A045", 1.0, 1.0, "Role 'administrator' not named in source."], ["F2-031-S046", "F2-031", "The system lets a customer contact the service organization through channels such as website, mobile app, SMS, WhatsApp, and phone", "user-action", "Meet customers on their preferred channels from your website, mobile app, SMS, WhatsApp, over the phone, and more", "https://www.salesforce.com/service/call-center-integration/", "08.txt", "acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4", "extract-a", "both", "confirmed", "F2-031-A046", 0.0, null, null], ["F2-031-S047", "F2-031", "The system lets a service rep see a unified customer view across all phone and digital channels", "user-action", "Service reps have a unified customer view across all phone and digital channels", "https://www.salesforce.com/service/call-center-integration/", "08.txt", "acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4", "extract-a", "both", "confirmed", "F2-031-A047", 0.0, null, null], ["F2-031-S048", "F2-031", "The system lets a service rep see phone calls as data in the agent workspace", "user-action", "Phone Calls as Data in the Agent Workspace", "https://www.salesforce.com/service/call-center-integration/", "08.txt", "acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4", "extract-a", "both", "confirmed", "F2-031-A048", 0.0, null, null], ["F2-031-S051", "F2-031", "The system lets a supervisor view activity across all channels", "user-action", "Supervisors can have visibility across all channels", "https://www.salesforce.com/service/call-center-integration/", "08.txt", "acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4", "extract-a", "a", "confirmed", "F2-031-A051", 0.0, null, null], ["F2-031-S056", "F2-031", "The system lets a service rep manage multiple records on a single screen in a tab-based workspace", "user-action", "A tab-based service console workspace allows users to manage multiple records on a single screen", "https://www.salesforce.com/service/support-ticketing-tools-systems/", "09.txt", "5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8", "extract-a", "both", "confirmed", "F2-031-A056", 0.0, null, null], ["F2-031-S058", "F2-031", "The system lets a customer send photos, videos, and audio in addition to text", "user-action", "Customers can send photos, videos, and audio in addition to text", "https://www.salesforce.com/service/support-ticketing-tools-systems/", "09.txt", "5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8", "extract-a", "both", "confirmed", "F2-031-A058", 0.0, null, null], ["F2-031-S059", "F2-031", "The system lets a manager customize the service dashboard by selecting metrics, reports, and data visualizations for specific teams or individuals", 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"3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680", "extract-b", "b", "confirmed", "F2-031-B020", 0.0, null, null], ["F2-031-S063", "F2-031", "The system lets an administrator build AI voice agents that serve customers", "user-action", "Build AI voice agents that sound human and serve customers autonomously 24/7.", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-b", "b", "confirmed", "F2-031-B042", 0.0, null, null], ["F2-031-S064", "F2-031", "The system lets an administrator deploy an AI help agent across voice, web, portals, SMS, and WhatsApp", "user-action", "deploys across voice, web, portals, SMS, and WhatsApp.", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-b", "b", "confirmed", "F2-031-B044", 0.0, null, null], ["F2-031-S066", "F2-031", "The system lets a service rep share an AI-generated reply with one click or edit it before sending", "user-action", "Reps can share replies with a single click or edit them before sending.", "https://www.salesforce.com/service/support-ticketing-tools-systems/", "09.txt", "5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8", "extract-b", "b", "confirmed", "F2-031-B073", 0.0, null, null]], "truncated": false, "filtered_table_rows_count": 43, "expanded_columns": [], "expandable_columns": [[{"column": "pipeline_id", "other_table": "candidates", "other_column": "candidate_id"}, "statement"], [{"column": "app_id", "other_table": "apps", "other_column": "app_id"}, "name"]], "columns": ["feature_id", "app_id", "statement", "form", "excerpt", "source_url", "source_file", "source_sha256", "found_by", "found_by_runs", "verification", "pipeline_id", "audited", "audit_correct", "audit_note"], "primary_keys": ["feature_id"], "units": {}, "query": {"sql": "select feature_id, app_id, statement, form, excerpt, source_url, 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