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
F2-031-S006,F2-031,The system automatically recommends relevant knowledge articles to a service rep based on the current case and similar past cases,automation,Recommend relevant knowledge articles based on the current case and similar past cases,https://www.salesforce.com/service/cloud/,04.txt,3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680,extract-a,both,confirmed,F2-031-A006,0.0,,
F2-031-S007,F2-031,The system automatically analyzes customer interactions to identify knowledge gaps,automation,Automatically analyze customer interactions to identify knowledge gaps,https://www.salesforce.com/service/cloud/,04.txt,3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680,extract-a,both,confirmed,F2-031-A007,1.0,1.0,
F2-031-S008,F2-031,The system automatically generates new or updated knowledge articles with AI,automation,generate new or updated articles with AI,https://www.salesforce.com/service/cloud/,04.txt,3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680,extract-a,both,confirmed,F2-031-A008,0.0,,
F2-031-S018,F2-031,The system automatically handles routine customer tasks with AI agents across channels,automation,Provide 24/7 support for customers across every channel with AI agents that handle routine tasks with empathy and context,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-a,both,confirmed,F2-031-A018,0.0,,
F2-031-S019,F2-031,The system automatically directs cases to agents using intelligent routing and full customer history,automation,Automatically direct cases with combined intelligent routing and full customer history,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-a,both,confirmed,F2-031-A019,0.0,,
F2-031-S027,F2-031,The system automatically reviews human and AI agent interactions against defined quality standards,automation,Automatically review 100% of human and AI agent interactions against defined quality standards,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-a,both,confirmed,F2-031-A027,0.0,,
F2-031-S028,F2-031,The system automatically surfaces coaching opportunities from reviewed interactions,automation,surface coaching opportunities,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-a,both,confirmed,F2-031-A028,0.0,,
F2-031-S030,F2-031,The system automatically captures customer sentiment and feedback as interactions happen,automation,capturing sentiment and feedback as it happens,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-a,both,confirmed,F2-031-A030,0.0,,
F2-031-S032,F2-031,The system automatically triggers workflows such as scheduling appointments and managing orders on behalf of a customer,automation,independently triggers complex workflows like scheduling appointments and managing orders,https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A032,0.0,,
F2-031-S033,F2-031,The system automatically escalates a case that requires expert assistance to the service team with complete customer context,automation,"When a case requires expert assistance, the agent seamlessly escalates the issue, passing complete customer context to your service team",https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A033,0.0,,
F2-031-S035,F2-031,The system automatically offers real-time support and rebooks a customer when a disruption such as a canceled flight happens,automation,"When disruptions happen, like a canceled flight, Casey automatically offers real-time support and takes immediate action to rebook",https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A035,0.0,,
F2-031-S036,F2-031,"The system automatically launches automated support when real-time signals indicate an issue, before a case is opened",automation,"uses real-time signals to spot issues and launch automated support instantly, before a case is ever opened",https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A036,0.0,,
F2-031-S040,F2-031,"The system automatically matches each appointment to the right person based on skills, availability, and history",automation,"match every appointment to the right person based on skills, availability, and history",https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A040,0.0,,
F2-031-S042,F2-031,The system automatically refines the help agent's responses from every interaction,automation,It automatically refines how it responds so it can resolve more issues over time,https://www.salesforce.com/service/customer-self-service/,07.txt,8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b,extract-a,both,confirmed,F2-031-A042,0.0,,
F2-031-S049,F2-031,The system automatically routes calls to the right reps and prioritizes urgent issues using rules and real-time data,automation,"to send calls to the right reps, prioritize urgent issues",https://www.salesforce.com/service/call-center-integration/,08.txt,acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4,extract-a,a,confirmed,F2-031-A049,0.0,,
F2-031-S050,F2-031,The system automatically surfaces caller history to the rep handling a call,automation,surface caller history instantly,https://www.salesforce.com/service/call-center-integration/,08.txt,acee0e7adde8739e1edfeb21f99de56e5c730e0cc7cdd09940ad85ca31277ea4,extract-a,a,confirmed,F2-031-A050,0.0,,
F2-031-S052,F2-031,The system automatically routes tickets,automation,automates routing,https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A052,0.0,,
F2-031-S053,F2-031,The system automatically categorizes tickets with AI,automation,"uses AI to categorize, prioritize, and resolve simple issues automatically",https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,corrected,F2-031-A053,1.0,1.0,
F2-031-S054,F2-031,The system automatically resolves simple issues with AI,automation,resolve simple issues automatically,https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A054,0.0,,
F2-031-S055,F2-031,The system automatically assigns a sentiment score to customer inquiries,automation,assign a sentiment score to customer inquiries,https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A055,1.0,1.0,
F2-031-S057,F2-031,The system automatically provides case wrap-up summaries,automation,providing case wrap-up summaries,https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A057,0.0,,
F2-031-S062,F2-031,The system automatically captures every conversation in the customer record in real time,automation,ensure every conversation is captured in real time,https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,extract-b,b,confirmed,F2-031-B028,0.0,,
F2-031-S065,F2-031,The system automatically prioritizes tickets with AI,automation,"It centralizes ticket management, automates routing, and uses AI to categorize, prioritize, and resolve simple issues automatically.",https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-b,b,confirmed,F2-031-B064,0.0,,