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-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-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-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-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-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-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-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-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-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-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-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-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-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-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-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-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-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,,