Case Triage & Routing
Every new case classified, checked for duplicates and sent to the right team in minutes, with the reason written on the case.
The fit.
- Cloud
- Service Cloud
- Who it’s for
- Service managers, team leads and admins in support teams handling a steady case volume across several queues, products or regions
- Typical go-live
- 3–5 weeks
- Runs as
- Agentforce agent in your org
Built to order in your org. Not a template.
Optional automatic routing, only after it has proven itself on your case types.
Fixed price, USD
- Simple
- $6,500
- Standard
- $11,500
- Complex
- Fixed quote after the Readiness Assessment.
What needs to change.
New cases land in a general queue with a vague subject, the wrong type and no priority. Someone has to read each one, guess the product, check whether the same customer already opened a case yesterday, and move it on. Misrouted cases bounce between teams, wait longer and breach their SLAs, and your reports on case type are only as good as whoever filled in the picklist.
What it does.
- Reads each new case (subject, description, first email or message, account and contact) and proposes Type, Product, Reason, Priority and Sentiment using your picklist values and definitions
- Applies your hard rules first ("anything from a Platinum account is at least High", "legal threats go to Escalations") and only then uses AI judgement
- Flags likely duplicates and related cases, same contact, same asset, same issue in the last few days, and offers to link or merge them
- Routes the case to the right queue or skill through your existing Omni-Channel set-up, instead of replacing it
- Writes a short, plain-language reason on the case ("Billing, mentions invoice #, refund; customer tier Gold; tone frustrated")
- Lets reps and leads override in one click. Their corrections inform rule tuning during support and under a retainer after that.
Price.
Prices in USD. Simple and Standard are fixed scope. Complex is scoped after the assessment.
| Tier | Your org looks like | Arkeforce price (USD) |
|---|---|---|
| Simple | One case record type, up to 5 queues, 4 classified fields | $6,500 |
| Standard | 2–3 record types, skills-based routing, customer tiers, duplicate detection | $11,500 |
| Complex | Several business units or languages, Omni-Channel redesign, Einstein Case Classification in the mix | $14,500 to $22,500Typical range. Fixed quote after the Readiness Assessment. |
- What you pay Salesforce
- Agentforce entitlements and Flex Credits, billed by Salesforce
- What you pay anyone else
- Nothing for this agent.
- What you pay Arkeforce
- The tier price above, fixed before we start.
Outcomes we target.
| Outcome | How we measure it | Typical 90-day target, tracked with you |
|---|---|---|
| Less manual triage | Cases needing a person to classify ÷ new cases | −50 to −70% |
| Fewer misroutes | Cases transferred between queues after first assignment | −30% |
| Accurate classification | Agent suggestions accepted without change | 85%+ on the top 10 case types |
| Faster first assignment | Median minutes from creation to owner assignment | −40% |
Targets are targets, not measured results or guarantees. Tracked with you during the 30-day support window and under a retainer after that.
Sample exchange.
Illustrative examples, not results from a client engagement.
Lead:Why did case 00041872 go to Billing?
Agent:The customer mentions an invoice number and asks for a refund, which matches your Billing, Refund rule. Priority is High because the account is Gold tier. Confidence 0.91.
Lead:Show me today's possible duplicates.
Agent:Three pairs. The strongest: 00041901 and 00041872, same contact, same order number, opened 40 minutes apart. Want me to link them, or prepare a merge for your approval?
Rep:Reclassify everything in the General queue as Technical.
Agent:I can't bulk-change cases that way. I can re-run triage on up to 10 cases at a time and show you each suggestion before anything changes.
Built for your org.
- We map the agent to your case fields, record types, picklists, queues and skills, and write your classification rules with your team, so "Product" means your product list and "Priority" follows your definitions. It works from day one without years of case history, and it only sees and changes what each user is already allowed to.
Installed as a package in your org, source visible to your admin.
AI classification and chat can consume Flex Credits. Agentforce testing, including sandbox tests, can consume requests and credits. We confirm metering against your licences.
Compared with what’s already out there.
| Option | What it covers | When it may be enough |
|---|---|---|
| Native Agentforce | Einstein Case Classification predicts case fields; Einstein Case Routing runs assignment or skills-based rules after classification.Source · 2026-10-28 | Your existing classification predicts the right values and your routing rules cover the job. |
| Salesforce in Claude | The prebuilt sales plugin is not a verified substitute for this recurring record-level workflow.Source · 2026-10-28 | Check the job, access and scope against your org. |
| AgentExchange | Distribution Engine lists case routing, reassignment, escalation and SLA rules.Source · 2026-10-28 | Your problem is assignment and distribution rather than case understanding. |
| Third-party offerings | Xebia ServiceAssistX offers case categorisation, deduplication and recommended resolutions.Source · 2026-10-28 | Its scope fits your service operation after a review of licensing and data handling. |
| Arkeforce | Every new case classified, checked for duplicates and sent to the right team in minutes, with the reason written on the case. | |
Verified on 2026-10-28. Availability and licensing can change; we confirm them for your org.
If your cases are high-volume, well-labelled and you already pay for Einstein Case Classification, native may be enough, we'll tell you in the fit report.
See the full comparison →What’s included.
- Discovery of your org and a written fit report, including an agreed sample of recent cases scored against your current routing
- Configuration to your case fields, picklists, queues, skills and customer tiers
- Sandbox testing with your data, including adversarial tests
- A suggest-only first two weeks in production (the agent recommends; people decide)
- Admin, lead and rep training
- 30 days of post-launch support
Prerequisites.
- Service Cloud with cases as your main work item
- Enterprise, Performance or Unlimited Edition with Salesforce Foundations or an Agentforce 1 Edition; required add-ons depend on the actions used.
- Agentforce enabled with Employee agents, and entitlements for AI classification
- Omni-Channel routing (queue-based or skills-based), or we set up basic queue routing as part of the Complex tier
- Optional: Einstein Case Classification, Slack (daily triage digest)
Retainer (optional, monthly).
Tuning, threshold changes and re-checks after Salesforce releases come out of your retainer hours.
- Essentials $1,000/mo with 3 hours
- Growth $3,000/mo with 10 hours
- Partner $5,500/mo with 20 hours plus one integration per quarter
Retainer prices in USD.
Trust and safety.
- Suggest-only by default; changes to case fields or ownership need a person's approval unless you choose to switch on automatic routing for specific, proven case types
- Never closes, deletes or emails a case; merges always need explicit approval
- Treats customer text as information, never as instructions, a customer can't talk the agent into raising their priority
- Respects each user's existing Salesforce permissions
Start with the job.
Tell us what needs to happen and where it gets stuck. We’ll check the fit and agree the scope before anything is built.
Not sure yet? Explore the Readiness Assessment →