Pluno for Salesforce Service Cloud

Pluno runs as a full AI agent inside Salesforce Service Cloud. It installs as an app, learns from your past cases and help center articles, and works on cases and chats where your agents already work. You keep Service Cloud as it is: your queues, routing and reports stay in place.

What Pluno does in Service Cloud#

• Resolves cases on its own. Pluno answers cases and chats, including Enhanced Chat, when your knowledge gives it a complete answer, and hands the rest to your team with a summary.
• Drafts replies for your agents. On every case, agents get a suggested reply with the sources behind it.
• Escalates issues to engineering. Bugs go to the places your engineering and product teams work, such as Slack or Jira, with the full context, and updates come back to the case.
• Tags cases. Pluno fills case fields so routing and reporting stay accurate.
• Reviews every conversation for quality against your own criteria.

The modules that answer from knowledge share it, so what Pluno learns from your past cases helps across them.

How setup works#

The Pluno team sets up Service Cloud with you. It usually takes a few hours to a day or two, depending on your org.

You will need:

• A Salesforce admin who can install apps in your org.
• An idea of where you want to start: automatic answers, help for your agents, or escalations to engineering.

On your onboarding call, the team installs Pluno with you, connects your knowledge, and sets up the modules you want to start with.

Book a call with the Pluno team, or email us.

Try it first#

The Pluno team can run a free simulation on your 50 most recent cases and show you, side by side, how Pluno would have answered each one. Nothing is deployed. Ask for one when you get in touch.