Admin guide
Assign permission set Casefork_Admin to the person who installs Casefork and runs the setup wizard. Assign Casefork_Integration to the Email-to-Case user or the Default Workflow User. Assign Casefork_Manager to the person who reads lift and runs the export. See Install for the wizard steps.
Confidence floor
Section titled “Confidence floor”The packaged default is 0.80. Leave the confidence floor at 0.80 unless you mean to change it. A choice at or above the floor can own the Case. A choice below the floor goes to the review queue. The Needs Review list view shows Casefork choices below that org’s confidence floor and does not name a queue.
The floor is this org’s setting. The Lift tab shows the floor that is in effect for the range you open.
Review queue
Section titled “Review queue”In the setup wizard, enter the API name of a review queue that already exists and can own a Case. The wizard does not save the name until that queue is found. Casefork does not create queues. If that queue is missing when a Case is routed, the Case keeps its current owner and Casefork_Raw_Json__c records missing_review_queue.
Corrections and feedback
Section titled “Corrections and feedback”A person corrects a decision by moving the Case onto a different queue. That move is stored on the same decision row. It does not create a second row.
Feedback to the gateway is off unless you turn it on. The setting is Feedback_On__c. The packaged default is false. When it is true, a correction also sends request_id and label (the final queue API name). It does not send subject or description.
What agents see, and how they make that move, is in the User guide.
Manager permission set
Section titled “Manager permission set”Permission set Casefork_Manager can open the Lift tab and run the export flow. Anyone else sees nothing on the Lift tab. The tab shows counts only. It does not show Case text.
Export
Section titled “Export”The screen flow Casefork Export Decisions ships inactive. Only permission set Casefork_Manager can run it. Activate it only for that permission set when you want a CSV of the decision ledger. The file is the ledger fields for the report window. It has no Case Number, Subject, Description, or token.
Uninstall
Section titled “Uninstall”Uninstall the managed package from Salesforce Setup. The package does not run an uninstall script. Cases remain in the org. Packaged fields and flows leave with the package.
The gateway keeps the usage ledger. Rows older than one year are deleted by the daily retention job. That job does not delete the org’s calibration or its token record. A separate purge of one org deletes that org’s labels, calibration, and feedback, and does not delete the ledger. With --offboard, purge also deletes that org’s token record. Details are in Security and data.