🏗️ 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.