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Tier & specialist routing

Triage & first response

Classified case → match to product pillar, check entitlement and availability, route, and attach the research the agent would have done.

Target
Level one resolves 80–85%
Systems
Service Cloud knowledge View all 29

How the workflow runs

  1. Case already classified

    Trigger

    Triage has established what the case is about.

  2. Match to product pillar

    Logic

    Work out which specialist group actually owns this problem.

    Pillar matching agent

  3. Check entitlement & availability

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    Confirm the customer is entitled to that tier and that someone is there to take it.

  4. Route with the research attached

    Action

    Hand it over with the lookups the agent would otherwise have spent the first ten minutes doing.

    Specialist routing agent

Also works with

Ticketing & support

  • Zendesk
  • Freshdesk
  • Intercom
  • Salesforce Service Cloud
  • HubSpot
  • Front
  • Gorgias
  • Help Scout
  • Kustomer
  • Gladly
  • Zoho Desk
  • Dixa
  • Re:amaze
  • ServiceNow
  • Jira Service Management

CRM, data & ops

  • Salesforce
  • Gainsight
  • Slack
  • Microsoft Teams
  • Jira
  • Asana
  • Linear
  • Airtable
  • Segment
  • Snowflake
  • Twilio
  • Shopify

Or anything else you run. If it has a REST or GraphQL API, an MCP server, or a database we can reach, the workflow runs against it — however many systems one job needs.

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