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-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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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,,
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",user-action,"The Agentforce for Service dashboard can be customized by selecting metrics, reports, and data visualizations for specific teams or individuals",https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A059,0.0,,
F2-031-S060,F2-031,The system lets a user set up real-time alerts on the service dashboard,user-action,set up real-time alerts,https://www.salesforce.com/service/support-ticketing-tools-systems/,09.txt,5c5b3ecc1695db7cbe7e8f436ac93756acebab9a79ee3fbe02a40c364c08e1e8,extract-a,both,confirmed,F2-031-A060,0.0,,
F2-031-S061,F2-031,The system lets a service rep collaborate internally within the case record,user-action,allows for seamless internal collaboration directly within the record,https://www.salesforce.com/service/cloud/,04.txt,3729c9702c4339b9b3a3aed18d4fb7739b7cfb5a4069da49301ae58b9368c680,extract-b,b,confirmed,F2-031-B020,0.0,,
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,,
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,,
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,,
F2-031-S067,F2-031,"The system lets a supervisor deliver targeted, personalized feedback to service reps based on reviewed interactions",user-action,"deliver targeted, personalized feedback",https://www.salesforce.com/service/contact-center/,05.txt,2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345,verifier,neither,added,F2-031-M001,1.0,0.0,Source says the system delivers feedback automatically; 'supervisor' role invented.