CASEY 1
Your support team resolves cases. But do you know what each customer actually costs you? Without time tracked against every case, every meeting, every interaction — your renewal conversation is a guess.
Every case handled. Every customer cost visible.
CASEY 1 is an AI customer support agent for Salesforce, powered by Agentforce and built into Klient PSA. It picks up every case, reads your plain language routing rules, creates the task, assigns it, and resurfaces everything the human needs to resolve it — with a confidence score on every packaged response. Nothing sends without human approval. And every interaction is logged against the customer's support project — so at renewal, you know exactly what they cost.
What Does CASEY 1 Actually Deliver for Your Business?
The cost of slow support is not a theory. These numbers come from independent research on what B2B support teams actually deliver — and what customers do next.
- 7-hour response times.
- 61% of agent time on triage, not customers.
- 9.8% EBITDA — and most firms don't know which customers are costing them.
Industry research cited above is drawn from independent studies. Numbers reflect industry-wide averages — individual results vary by team size, case volume, and existing process maturity.
What Does CASEY 1 Do?
Case in. Task created. Best resource assigned.
CASEY 1 is a Salesforce Agentforce agent built into Klient PSA. It picks up every case, links it to the customer's support project, reads your routing rules, creates and assigns the task, surfaces the information the human needs, scores confidence, and holds every response for human approval — for $1,000 one-time.
🏗️ Support Project Created — financial container for every case, task, and hour logged
When a new customer is signed, CASEY checks whether a support project exists for that account. If one exists, CASEY links to it. If not, CASEY creates one on the spot. The support project is the financial container for the entire customer relationship — every case, every task, every hour logged against it.
This is what makes true customer cost visible at renewal. Without the support project, time disappears into the void.
📋 Routing Rules Read — plain language rules, consistent assignment every time
When a case arrives, CASEY reads your plain language routing rules to determine what task to create and who to assign it to. No code. You write rules like "If case type is billing, assign to finance team. If priority is critical, create urgent task and notify Sarah." CASEY follows them every time, consistently.
The rules live in plain text. You update them without a developer. CASEY reads them on every case.
✅ Task Created, Assigned & Notification Sent — linked to support project, time captured automatically
Based on the routing rules, CASEY creates the task in Klient PSA, assigns it to the right person, and sends a notification. The task is linked to the support project so time logged is automatically captured against the customer's cost record.
The assigned person knows immediately — what the case is, who sent it, what they need to do. No inbox hunting, no manual linking.
🔍 Case Helper — similar cases, KB articles, code context. One place.
CASEY resurfaces available information to help the assigned human resolve the case faster. Similar resolved cases from history. Knowledge Base articles recommended by KNOWWY if available. Code context from DEVY if relevant.
Everything in one place — the human doesn't need to search. They just need to decide.
📊 Confidence Level — score on every packaged response, visible before human sends
Every packaged response CASEY assembles carries a confidence score. High confidence means similar cases resolved it, KB articles confirm it, the path is clear. Low confidence means the human needs to investigate further before responding.
The score is always visible — the human always knows what they're working with before they review and send. Nothing goes out blind.
👁️ You Review — You Approve
CASEY never sends anything. Every packaged response waits for human review and approval. The human reads the case, checks the confidence level, reviews the recommended response, and sends. The outcome is always a human decision.
CASEY can also be exposed on the Salesforce Community for on-demand live customer interaction — with the same human-in-the-loop model applying every time. No response leaves without a human confirming it.
That's Autonomous Project Delivery — and it starts with you in control.
- Customer support case submitted in Klient PSA
- Support project created or linked (account → project)
- Task created, assigned, and notification sent
- Case helper bundle (similar cases, KB articles, code context)
- Confidence score on every packaged response
- Packaged response held for human review and approval
Is CASEY 1 Safe to Run in My Salesforce Org?
CASEY 1 reads cases and searches Knowledge — it never closes a complex case without human involvement, and no resolution happens outside your org.
What Do People Ask About CASEY 1?
Can CASEY resolve cases without a human?
CASEY resolves L1 cases autonomously using sourced Knowledge Base articles. For L2 and L3 cases, CASEY classifies and routes — but a human agent handles the resolution. CASEY never closes a complex case without human involvement.
What makes routing "smart"?
CASEY classifies each case by topic, urgency, and customer tier before routing. The assigned agent receives full case context — description, classification, customer history. They can act immediately. No time spent reading and sorting a blank record.
What happens if no Knowledge Base article matches?
CASEY flags the gap immediately — routing the case to a human and alerting the content team that a new article is needed. This is how CASEY makes the Knowledge Base smarter over time. Repeated unmatched cases on the same topic surface as a pattern, not noise.
How does SLA monitoring work?
CASEY tracks the SLA commitment on every open case and fires an alert before the deadline, not after. If a case is at risk of breaching, CASEY escalates before the clock runs out. Your team sees the risk in time to act — not after the breach has already happened.
Is CASEY 1 a subscription or one-time?
One-time. $1,000 USD once. The only ongoing cost is Salesforce Flex Credits — approximately 20 per execution. One execution = one case handled end to end. Credits are purchased directly from Salesforce. Confirm current rates with Salesforce — pricing is governed by your agreement.
Does CASEY work with Salesforce Knowledge?
Yes. CASEY is built on Salesforce Agentforce and searches Salesforce Knowledge natively — same org, same records, no integration required. KB articles are the source CASEY uses to resolve L1 cases. No external knowledge system is needed.