Service workflow orchestration
Cases bounce. Queues fill. Someone has to step in and fix it by hand.
Service Cloud, Email-to-Case, and Omni-Channel are all running. None of them own the handoffs between them. Ortoo Orchestrator adds the coordination layer that owns those handoffs, so intake, triage, routing, escalation, and resolution are handled as one connected process inside Salesforce.
- 100% Salesforce native
- Every decision logged
- AI only where you configure it
- Per-work-item pricing
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Your tools handle the steps. Ortoo Orchestrator handles the whole case.
Ortoo Orchestrator handles every case along one defined path: intake, triage, routing, escalation, and resolution, each step in order and logged in Salesforce. Cases stop bouncing between teams, queues stop filling, and your people stop stepping in to fix routing by hand. You set the rules once, and every case follows them.
Service operations hit the same failures at scale.
The failures happen in the spaces between the tools: between intake and assignment, between assignment and escalation, between escalation and resolution. Work gets stuck there, and people fill the gaps by hand.
Problem
Senior agents spend hours triaging, and native routing cannot weigh more than one variable.
Fix
AI-assisted triage on intake, plus multi-factor routing on top of Omni-Channel that weighs skills, capacity, territory, and SLA.
Problem
SLA breaches surface after the fact, and escalation paths break under volume or out-of-office.
Fix
SLA-aware routing surfaces risk before breach, and configured escalation fires automatically, with out-of-office continuity.
Problem
Routine inquiries tie up live agents.
Fix
Deflection routes self-serviceable cases away from agents, so they handle the work that needs them.
Problem
Native Email-to-Case is limited to the Case object, and reply threading breaks on outbound emails.
Fix
Email orchestration extends to any Salesforce object, and replies route back to the originating record automatically.
Three steps the system handles so your team does not have to.
This is the part Salesforce leaves to your team. Ortoo Orchestrator handles it instead: deterministic logic controls each decision, AI runs only where you configure it, and every step is logged on the Salesforce record.
Inbound email, web forms, chat, and portal submissions become structured Salesforce records on arrival. Data is standardised at intake. Manual logging stops at the door. Senior agents are free to work cases, not sort them.
Email-to-case orchestrationWhat changes day to day.
Routing works the first time.
Cases reach the right team without reassignment.
Queues stop building up.
Cases are handled in sequence instead of waiting.
SLA risk surfaces before the breach.
Escalation fires on configured criteria, not after the fact.
Exceptions stop creating manual work.
Configured logic adjusts as conditions change.
Senior agents work cases, not triage.
Triage and routing happen automatically on intake.
Cost stays predictable.
Pricing follows work completed, not token usage.
Salesforce-native. Full audit on every decision.
Ortoo Orchestrator runs natively inside Salesforce on the existing data model, security model, and automation layer. No external workflow engine. No data duplication. Every routing decision, classification, and escalation logs on the Salesforce record. Where workflows reach external systems, support platforms, AI providers, or data warehouses, Orchestrator handles those callouts inside the same workflow definition.
Coordination layer
Ortoo Orchestrator
Salesforce Service Cloud
Cases, queues, rules, Email-to-Case, Omni-Channel, flows
External stack
Support platforms, AI providers, knowledge bases, analytics
Set the rules once. Every case follows them.
Describe the outcome in plain language. Intake, triage, routing, escalation, and resolution are handled as one defined sequence inside Salesforce, so every case follows the same path. Deterministic logic where it should be deterministic, AI only where the operations team has configured it.
Triage this case and assign to the right specialist.
AI cuts triage time. Governance keeps the cost predictable.
AI classification, sentiment scoring, and email summarisation make service triage faster and more accurate. But AI applied without boundaries introduces unpredictable cost and unpredictable behaviour. Ortoo Orchestrator keeps both under control. Deterministic logic handles routing decisions, escalation criteria, and SLA management. AI runs only where the operations team has configured it to run, not as a default applied to everything. Every AI decision logs on the Salesforce record.
Classify this case and tag the right product area.
Ortoo Orchestrator supports any LLM provider.
Service in action: Sage Intacct
Sage Intacct's customer support operation handles over 40,000 cases annually, with 10-15% year-over-year growth. The team needed case automation that could scale beyond manual triage and assignment, without scaling headcount in proportion.
The challenge
- Case volumes growing 10-15% per year across multiple product lines and customer tiers
- Manual triage consuming senior-agent time at the expense of resolution capacity
- Complex case distribution requirements that Salesforce native routing could not handle
- Dynamic case actions, instructions to case owners and managers, required custom Flow or Apex to build and maintain
The impact
- 50% faster case resolution
- 55% improvement in case deflection
- Workflow now provides dynamic instructions to case owners and managers under configured conditions
- Service operation scales to growing case volumes without proportional headcount growth
“Ortoo has helped us to take case automation to even greater levels. We started the year talking about dynamic actions as a concept, and ended it as a reality where the workflow is now not only assigning cases, but also providing instructions to the case owners and managers under various conditions.”
Anthony Johnson, Customer Support Operations Director, Sage Intacct
When case volume scales and the team needs orchestration, performance lifts in measurable ways.
Rapid7
SLA-aware routing and proactive escalation for a global security operation handling complex case workloads.
Read the case studySplunk
International service routing across multiple locations, for a team that previously could not offer round-the-clock coverage.
Read the case studyEquativ
Fair workload distribution across agents, with multiple factors weighed together. SLA compliance moved from target to result.
Read the case studyRelated pages
Intelligent case routing
Multi-factor routing for support cases and service queues.
Read moreCase orchestration for Salesforce
Case intake, triage, routing, and resolution as one connected execution.
Read moreSalesforce email management for service teams
High-volume email-to-case as a single workflow.
Read moreEscalating high-priority cases automatically
Multi-signal escalation that fires before SLA breach.
Read moreSalesforce Email-to-Case with AI triage
AI-driven case intake and triage on top of native Email-to-Case.
Read moreRevenue workflow orchestration
Companion solution for lead, opportunity, and territory workflows.
Read moreCommon questions from service operations leaders.
How does service workflow orchestration differ from case assignment?
Case assignment puts a case on an agent. Ortoo Orchestrator defines and runs the entire journey: intake, classification, routing, escalation, resolution, and post-resolution automation. Assignment is one step inside the orchestration. The rest, how the case arrives, how it is classified, whether SLA risk fires an escalation, what happens after resolution, runs automatically without anyone managing it manually.
How does this work alongside Salesforce Omni-Channel?
Ortoo Orchestrator layers multi-factor routing on top of Omni-Channel, adding skills, capacity, territory, and SLA weighting to what native Omni-Channel handles. Existing Omni-Channel configuration stays in place. Operations teams gain self-service routing control without IT involvement for every change.
What is the difference between case routing and case orchestration?
Routing directs a case to an agent. Orchestration governs what happens before, during, and after: intake structure, AI triage, SLA monitoring, escalation criteria, resolution capture, and post-resolution automation. Most operations have routing. Orchestration is the governance layer built around it.
Does this work with Salesforce Service Cloud?
Yes. Ortoo Orchestrator runs natively inside Salesforce Service Cloud on the existing data model and security model. No external system of record; no data duplication. All case data, routing decisions, and workflow actions log on the Salesforce record.
How long does it take to get one service workflow running?
Most teams start with one workflow: email-to-case triage, SLA-aware routing, or escalation handling. Validation on real production volume typically takes weeks, not quarters. No replatforming. No IT migration project. The workflow runs natively on the existing Salesforce instance, and teams expand from there as confidence builds.
What AI is included, and how is it governed?
AI capabilities include case classification, sentiment analysis, and email thread summarisation. Each runs on categories the operations team configured; none runs as a default. All AI decisions log on the Salesforce record. Ortoo Orchestrator supports any LLM provider.
What is the difference between service workflow orchestration and Salesforce Omni-Channel?
Omni-Channel distributes work across queues and channels. It assigns a case to an agent based on availability and configured capacity. Service workflow orchestration governs what happens before, during, and after that assignment: intake structure, AI triage, SLA monitoring, escalation criteria, resolution capture, and post-resolution automation. Omni-Channel is one step inside service workflow orchestration. Most teams running Omni-Channel find that routing handles the assignment but nothing governs the stages around it.
How does Ortoo Orchestrator work alongside Salesforce Omni-Channel?
Ortoo Orchestrator layers multi-factor routing on top of existing Omni-Channel configuration, adding skills, capacity, territory, and SLA weighting to what native Omni-Channel handles. Existing Omni-Channel setup stays in place. Operations teams gain routing control they can adjust themselves without IT involvement for every change. Over time, teams typically find they can simplify or replace the Omni-Channel routing layer as Orchestrator takes on more of the routing work, but that transition happens at whatever pace the team chooses.
See where your cases get stuck, and how to fix it.
Book a 30-minute session. We will walk through the current case flow and identify where one connected workflow removes the manual steps, SLA risk, and escalation failures.
Installs natively into Salesforce. Start with one workflow, expand to others as the team is ready. Pricing follows work completed, not token usage.