Overview

A Service Cloud admin points Casefork at their queues. A new Case with a paragraph body lands on the right queue, or on Needs Review, with a confidence number on the record.

Casefork does not replace Omni-Channel, write the reply, route live chat, or train on historical Cases. The customer holds a Casefork token for their org. This package never ships a live token.

How a decision flows

Casefork tries the cheapest confident answer first and calls an LLM only when that answer is still below the floor.

1. Rules and near-duplicates. A new Case that matches a prior Case this org already accepted can take that queue without a new generation.
2. A per-org classifier. When this org has enough labeled decisions, Casefork scores the queues from that org’s own history.
3. An LLM, only below the floor. If the earlier steps do not clear the org’s confidence floor, one upstream call makes the choice. A score that is still below the floor goes to the review queue.

The number on the Case is the confidence after calibration. The response the org can see is the choice, the confidence, the probability map, a request id, and the other-label sentence. It does not include a provider name or a price.

Pricing

$149 per org per month, flat. The gateway is included. Pricing is not encoded as Salesforce seats.

Next

Install the managed package, then read Measuring lift and Security and data.