query-crm

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.