Salesforce

Set up an AI agent for Salesforce Service Cloud. It reads cases, accounts and Knowledge, drafts replies as case comments, and keeps your records up to date.

eesel's AI agent for Salesforce Service Cloud works inside your Salesforce org. It reads cases and Knowledge articles (and contacts and accounts once you switch them on), drafts replies as internal case comments, and updates records.

Salesforce holds the customer record. Customers rarely write in through Salesforce, so eesel mostly uses it to look up context: which plan the account is on, what is still open, and what your team already told them. Your AI teammate reads cases and knowledge articles, plus contacts and accounts once you switch them on (see Sources), plus anything else you connect, such as your help center, Confluence, Notion or your website, and works with the record in front of it. It can create and update records too, so a conversation ends with Salesforce in the right state instead of a note for someone else to type up later.

In this example the agent read the case, looked up the account, searched twelve other cases, and posted a private case comment.

Your agent works the case with the record in front of it, looking up the account and past cases before it says anything.

Connecting Salesforce has one extra step. eesel's package has to be installed in your Salesforce org before you authorize the connection. Your agent gives you the install link, then the authorization link. The steps below walk through both.

Set up eesel in Salesforce

1

Ask your agent to connect Salesforce

Open the chat in your dashboard and ask it to connect Salesforce. It replies with two steps. First install the eesel AI package in your Salesforce org, because Salesforce needs the package before it allows the connection. The agent gives you an Install eesel AI package link. Prefer to click? Integrations in the left sidebar has the same option.

The agent posts the package install link in the chat.

2

Install the eesel AI package in Salesforce

Open the link as a Salesforce admin. If you are not signed in, Salesforce asks you to sign in first.

Salesforce asks you to sign in before it opens the install page.

The install page then opens. Choose who gets the package: admins only, all users, or specific profiles, whichever fits your team. Tick the box to acknowledge the app, then click Install.

The Salesforce install page for the eesel AI package.

Salesforce then asks you to approve the site the package talks to. That site is oracle.eesel.app, which is eesel. Tick Yes, grant access to these third-party web sites and click Continue.

Salesforce asks you to allow the package to reach eesel.

Salesforce confirms when the install is done. The page shows the package name eesel AI and its version. Click Done.

The package is installed in your org.

3

Authorize the connection

Go back to the chat and tell your agent the package is installed. It gives you a Connect Salesforce link. Open it and approve the connection in Salesforce. You need permission in Salesforce to authorize a connected app.

The agent posts the authorization link once the package is in.

Your agent only sees what the Salesforce user you authorized can see. Object and field permissions in Salesforce are the real limit, so set them there rather than relying on the instructions you give your agent.

This approval is the one step a person has to do in the browser. If an AI agent is doing the setup for you, it hands you the link and waits.

4

Confirm the connection

Back in the chat, your agent notices the connection on its own. It names your org, checks the connection is healthy, and starts reading your records.

The chat confirms Salesforce is connected and healthy.

5

Check what it can read

Integrations > Salesforce in the left sidebar shows the connection and its sources. Each source has its own toggle, and shows a document count once its sync is done. From a terminal, eesel status lists the integration as connected with its source counts.

Each source has its own toggle and its own document count.

A synced source is a snapshot from the last sync. That is what the agent knows going in. The lookup actions read Salesforce live, which is how it checks one record mid-conversation.

6

Create your first automation

Connecting alone does not start your agent. It needs an automation first. Tell it what to handle and it creates an automation. An automation is a Salesforce trigger plus instructions. In the instructions you describe which cases it should handle and what to do with them. It leaves the rest alone.

Ask in chat for the automation you want, and the agent builds it.

It shows up on your Automations page, switched on and ready. From a terminal, eesel automations lists it as on.

The new automation on your Automations page, switched on.

Open the automation to see or change what it does. This one runs on A new Case is created and tells the agent to read the case, draft a reply, and add it as an internal case comment. The trigger event is fixed when the automation is created. So a new automation is required for each different trigger event.

The automation editor, where you change the instructions it follows.

7

Check automation work in Salesforce

Open Salesforce and look at the next case that comes in to see what the automation did there. In this example a customer emailed in about a charge, Salesforce turned the email into a case, and the agent added its drafted reply as an internal case comment for a teammate to review and send.

The customer email, with the drafted reply under it as an internal case comment.

From Claude Code, Cursor or a terminal. The same setup works as commands: eesel login, then eesel integrations connect salesforce (a person approves it in the browser; if the receipt has no link, ask eesel chat for one), eesel integrations download start to copy your sources in, and eesel automations to see and switch on the automations. Trigger keys for this page are in the Triggers table below. Full command reference: The eesel CLI. Step-by-step: Set up from Claude Code or the terminal. From an MCP client: Claude Code and MCP clients.

Sources, triggers and actions

Sources

Sources are what it learns from. Toggle each one on or off for each agent from the Salesforce page under Integrations:

Source	Description	When you connect
Cases	Your Salesforce support cases	On
Contacts	Your Salesforce contacts	Off until you switch it on
Accounts	Your Salesforce accounts	Off until you switch it on
Knowledge Articles	Your Salesforce Knowledge base	On

Contacts and Accounts still sync when you connect, but the agent can't search them until you switch them on for that agent. They hold names, emails and phone numbers, and an agent that answers your customers could otherwise answer anyone out of your customer directory. This covers searching the synced copy only: the "Look up contact" and "Look up account" actions below still read Salesforce live, so this does not stop the agent from reading a contact on request.

eesel indexes what the connecting Salesforce user can see. Salesforce sharing rules don't apply to the indexed copy, so everyone who talks to the agent can reach everything that user could see in the sources you switch on. Connect with a user whose access fits what the agent may read.

Every other integration on the agent is also a source. Salesforce answers "what is true for this account" and your help center answers "how does this work", so connect both. See Integrations.

Triggers

Triggers are the Salesforce events an automation can run on:

Trigger	Fires when	Best for	Key
A new Case is created	A case is added, however it got there	Picking up new cases, including ones created from customer email	salesforce_new_case
A Case is updated	An existing case is modified	Following a case through its lifecycle	salesforce_case_updated
A new Lead is created	A lead is added	Picking up new leads	salesforce_new_lead
A Lead is updated	An existing lead is modified	Reacting to a change on a lead	salesforce_lead_updated
A new Contact is created	A contact is added	Picking up new contacts	salesforce_new_contact
A Contact is updated	An existing contact is modified	Reacting to a change on a contact	salesforce_contact_updated
A new Account is created	An account is added	Picking up new accounts	salesforce_new_account
An Account is updated	An existing account is modified	Reacting to a change on an account	salesforce_account_updated
A new Opportunity is created	An opportunity is added	Picking up new opportunities	salesforce_new_opportunity
An Opportunity is updated	An existing opportunity is modified	Reacting to a change on an opportunity	salesforce_opportunity_updated
A new Campaign is created	A campaign is added	Picking up new campaigns	salesforce_new_campaign
A Campaign is updated	An existing campaign is modified	Reacting to a change on a campaign	salesforce_campaign_updated

Each kind of record has its own trigger, and the Salesforce page under Integrations lists the ones your connection offers. One trigger watches one kind of record, so a case automation and a lead automation are two separate automations. The same goes for which records it takes: describe the records you want in the instructions and the agent skips the rest, recording what it passed over on the agent's Activity page.

Actions

Actions are what it can do:

	Action	What it does
Respond	Add case comment	Adds a comment on a case. Mark it internal and only your team sees it. Start here: the agent drafts, a human sends
	Send email	Sends an email from Salesforce. This one reaches the customer
Manage	Create or update a case	Creates a case, updates its fields, or closes it
	Create or update a record	Creates or updates a contact, account, lead, opportunity, task or note
Look up	Read case / Search cases	Reads a case in full and finds cases by subject, contact or id
	Look up contact / Look up account	Finds a contact or an account and reads it live from Salesforce

You stay in control the whole way. Adjust your AI agent's access to knowledge and its action permissions to your liking. See Actions and Approvals.

The lookup actions only read, so they cannot change your data. A write can create a duplicate contact or lead by mistake, so tell the agent to search before it creates. Sending email reaches outside your team.

Limitations

• The package has to stay installed. Without the eesel AI package in your org, the connection and the actions stop working.

• It only sees what the authorized user sees. Object, field and sharing permissions in Salesforce set the real limit.

• Records only, no chat. Triggers run on Salesforce records. There is no trigger for Salesforce chat or messaging sessions.

• One trigger per automation. The trigger event is fixed when the automation is created, so each trigger needs its own automation.

• Synced sources are a snapshot. What it learned from your cases and articles is as of the last sync. The lookup actions read Salesforce live.

• Writes can create duplicates. Tell your agent to search before it creates a contact or lead.

Troubleshooting

Connection didn't complete?

Check the eesel AI package is installed in your Salesforce org, because the authorization step fails without it. Check you have permission in Salesforce to authorize a connected app. Then complete every prompt: closing the flow partway leaves the connection incomplete. Start the connection again from the chat or from Integrations in the left sidebar.

Agent isn't using Salesforce data?

Check the source is toggled on under Integrations, and that the record type is within what the authorized Salesforce user can see. Also check your Instructions tell it when to look a record up, for example "before answering a billing question, look up the account by the customer's email". A record the lookups cannot find usually does not exist, or is not visible to the authorized user, so check its sharing and field permissions in Salesforce.

Trigger not firing?

Check the automation watches the kind of record you expect. A case automation does not fire on a new lead. Then confirm the automation is enabled on your agent's Automations page, and that at least one action is enabled.

Actions failing?

The eesel AI package has to stay installed in your Salesforce org. If it was removed, the actions stop working. Install it again, then re-authorize from the integration's page.

FAQ

How do I add an AI agent to Salesforce Service Cloud?

Ask your agent in the eesel chat to connect Salesforce, install the eesel AI package it links you to, approve the connection in Salesforce, then ask for an automation. A Salesforce admin has to do the install and the approval in the browser.

Your agent gives you the install link first, and once the package is in, the authorization link. A good first automation is "draft a reply as an internal case comment on every new case". Your cases, contacts, accounts and articles then sync on their own. The steps are in Set up eesel in Salesforce.

Can the Salesforce AI agent draft replies on a case, or does it send them?

Either, depending on how you set it up. It can draft replies as internal case comments that stay inside your team for a person to review and send, or reach the customer directly with Send email.

It does nothing until you create an automation and enable an action, so you can test with a human in the loop first. To have the agent answer customers itself, connect the helpdesk they write into and let Salesforce supply the account context.

Can I limit which Salesforce cases or records the AI agent handles?

Yes. Describe the records you want in the automation's instructions, and the agent skips the rest. The first check reads the case's standard fields, so it can skip by subject, priority, origin, status or email address.

Each trigger watches one kind of record, so a case automation and a lead automation are two separate automations. For a hard rule, keep records out of reach with Salesforce permissions, because your agent only sees what the authorized Salesforce user can see.

What is the eesel AI managed package for Salesforce?

It is an app you install in your Salesforce org, and Salesforce needs it in place before it allows the connection.

Installing it asks you to approve one site, oracle.eesel.app, which is eesel. If you uninstall it, the connection stops working.

Is eesel a Salesforce chatbot, or does it replace Agentforce?

No, it is not a chat widget inside Salesforce. It is an AI agent that works your cases and records, and you can run it alongside Agentforce or instead of it.

If you want a chatbot on your own website, use the eesel chat bubble and let Salesforce supply the account context.

Can I connect Salesforce to Claude or ChatGPT?

Yes, through eesel. Once Salesforce is connected, you can talk to your eesel agent from Claude, ChatGPT or Cursor, and it works with your Salesforce data.

See Use eesel from Claude and other assistants, Use eesel from ChatGPT and Claude Code and MCP clients.

What reporting do I get for the Salesforce AI agent?

The Activity page lists every case or record your agent handled, and the Reports page shows volume, triggers and approvals over time.

Each Activity entry links to the record in Salesforce and shows what it searched, each action it took, who approved it, and its reasoning. You can also ask your agent for a written report, or put one on a schedule.

How do I disconnect eesel from Salesforce?

Open Salesforce under Integrations in the left sidebar and remove the connection.

If you installed the eesel AI managed package, also uninstall it from your Salesforce org to fully revoke access.

Related pages

• Helpdesk for the job your teammate takes on in a ticket queue

• Automations and Schedules for triggers, instructions and schedules

• Actions and Approvals for choosing what your agent may do

• Integrations overview for how sources, triggers and actions fit together

• Set up from Claude Code or the terminal