case-triage

name	case-triage
description	Reviews and triages Salesforce cases — open, escalated, aging, and by account. Use when the user asks "what cases are open in Salesforce", "any escalations", "support issues at [account]", "triage my Salesforce cases", "case backlog", or "is anything blocking this customer".
license	MIT
metadata	{"author":"Troy Taylor","version":"1.0","pattern":"discovery"}
cowork.category	Service
cowork.icon	Ticket

Case Triage

What This Skill Does

Surfaces open Salesforce cases, ranks them by urgency and customer impact, and connects service issues to the revenue at stake on the same account.

When to Activate

• User asks about open cases, escalations, or the support backlog
• User asks whether anything is blocking a customer
• User asks for case status on a specific account or contact

Workflow

1. Scope the request. Default to cases owned by the signed-in user (getUserInfo for the Id). If the user names an account, resolve it with find and scope by AccountId.

2. Pull open cases:

   SELECT Id, CaseNumber, Subject, Status, Priority, Origin, Type, Reason,
          IsEscalated, Account.Name, AccountId, Contact.Name, Contact.Email,
          Owner.Name, CreatedDate, LastModifiedDate
   FROM Case
   WHERE IsClosed = false AND OwnerId = '005XXXXXXXXXXXXXXX'
   ORDER BY IsEscalated DESC, CreatedDate ASC LIMIT 100
   

3. Pull cases for a named account:

   SELECT Id, CaseNumber, Subject, Status, Priority, IsEscalated,
          Contact.Name, Owner.Name, CreatedDate
   FROM Case
   WHERE IsClosed = false AND AccountId = '001XXXXXXXXXXXXXXX'
   ORDER BY CreatedDate ASC LIMIT 50
   

4. Measure aging. Compute days open from CreatedDate. Flag anything open longer than 7 days at High priority, or 30 days at any priority.

5. Correlate with revenue — a High case on an account with a deal closing this quarter is the real priority:

   SELECT Id, Name, AccountId, Account.Name, StageName, Amount, CloseDate
   FROM Opportunity
   WHERE IsClosed = false AND AccountId IN ('001XXXXXXXXXXXXXXX')
   ORDER BY CloseDate ASC LIMIT 25
   

6. Read the case thread when the user asks about one specific case:

   SELECT Id, CommentBody, CreatedDate, CreatedBy.Name
   FROM CaseComment WHERE ParentId = '500XXXXXXXXXXXXXXX'
   ORDER BY CreatedDate DESC LIMIT 20
   

7. Report grouped as Escalated / High / Aging / Rest, with the revenue correlation called out explicitly.

Output Format

Open cases — 17 · 2 escalated · 4 aging

Escalated

Case	Account	Subject	Priority	Days open	Revenue at stake
00012345	Acme Corp	Login outage	High	12	Acme Renewal $450K closes 2026-09-30

High priority · Aging (30+ days) — same table shape.

Triage recommendation — 3 to 5 named cases in the order to work them, each with the reason (escalation, age, revenue exposure, customer tier).

Handling Edge Cases

• Custom status and priority values: Orgs frequently customize these. Read real values with getObjectSchema and object-name: Case before filtering.
• CaseComment visibility: Comment access can be restricted; if the query errors or returns nothing, report the case without the thread rather than failing the whole request.
• Queue-owned cases: OwnerId can be a Queue (Group) rather than a User, so an owner-scoped query may miss unassigned work. If the user asks about the team backlog, filter by account or omit the owner filter instead.
• Priority sort order: Priority is a picklist sorted alphabetically, not by severity — High < Low < Medium alphabetically. Sort the results yourself into High → Medium → Low rather than trusting ORDER BY Priority.
• No open cases: Say so and offer recently closed cases from the last 30 days as context.

Handling Authentication

If a tool call fails because the user has not connected to Salesforce yet:

1. Tell the user: "I need to connect to Salesforce to pull those cases. You should see a sign-in prompt — please complete it and I'll try again."
2. Do NOT retry the tool call immediately. Wait for the user to confirm.
3. If they are already connected and still get an auth error, suggest disconnecting and reconnecting the Salesforce connector from Sources & Skills.
4. If the org does not use Service Cloud, the Case object may be unavailable — say so rather than reporting an empty backlog.