| name | query-crm |
| description | File a support case in Salesforce (the CRM) on behalf of a person, via the CRM agent. Use for opening/filing a case or ticket in Salesforce or the CRM. Staff-only workflow (wf-crm) - a customer's request is denied by the gateway, which is by design. |
| tags | ["crm","salesforce","case","ticket","delegation"] |
| examples | ["Open a Salesforce case for James Mitchell about his water-backup claim","File a CRM ticket about the Mitchell household teen-driver quote","Create a support case for the coverage question from adult-002"] |
Query CRM (Salesforce cases)
Use this skill when the user asks to open or file a case/ticket in
Salesforce or the CRM, typically on behalf of a customer.
Tool
- query_crm – Sends the case request to the CRM agent via A2A. The agent
performs a second token exchange (OAuth 2.0 JWT Bearer, RFC 7523) for a
Salesforce access token, creates the Case, and answers with the case number
and link.
Composing the argument
Compose the query argument deterministically (the CRM agent has no LLM):
subject: <short case title>
description: <what happened / what is needed, including who the case is
for, e.g. "on behalf of James Mitchell (james)">
Keep the subject under one line; put every other detail the user gave into
the description. Do not invent details the user did not state.
When to use
- "Open/file/create a case or ticket in Salesforce / the CRM" - use
query_crm, never query_retriever.
- The workflow behind this tool (
wf-crm) is staff-only: when a customer
login asks for it, the gateway denies the hop (red card in the audit
terminal). That denial is the expected demo behavior - report it, do not
retry through other tools.
