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    Service and field service workflows

    Case orchestration for Salesforce.

    Cases get stuck between teams. Field service work waits on case triage that nobody owns. Customer service and field service run different processes for the same customer. Ortoo Orchestrator handles case intake, triage, routing, and resolution as one defined workflow across both.

    TEAMS RUNNING ON ORTOO ORCHESTRATOR

    IG
    Jaguar Land Rover
    Komatsu
    OppFi
    Sage
    Splunk
    Verivox
    Volvo
    IG
    Jaguar Land Rover
    Komatsu
    OppFi
    Sage
    Splunk
    Verivox
    Volvo

    What it is

    Case orchestration, in plain terms.

    Case orchestration for Salesforce means running case intake, triage, routing, escalation, and resolution as one defined workflow, with every step visible and configurable by operations teams. It covers both customer service desks and field service operations.

    Case orchestration sits inside Ortoo Orchestrator. The workflow coordinates AI, routing, integrations, and operational decisions within one orchestrated structure, so service teams stop maintaining parallel processes that drift apart over time.

    The problem

    Case orchestration is missing when service teams run parallel processes for the same customer

    Salesforce has the objects, the data, and the events. What most teams still lack is the workflow that orchestrates them end to end. Case orchestration is the workflow most service operations admit they need but cannot build out of native Salesforce. Customer service handles inbound cases one way; field service handles dispatch another way; both touch the same customer; neither shares context cleanly.

    By the time a customer escalation reaches the executive inbox, the case has moved through three queues, two reassignments, and a handoff to field service that nobody documented. Reporting cannot explain why the SLA missed.

    Service teams that run parallel processes are running parallel problems.

    Ortoo Orchestrator handles case intake, triage, routing, and resolution as one workflow. Customer service and field service work share the same orchestration layer, with handoffs, escalations, and audit all visible on the Salesforce record.

    // HOW IT WORKS

    Triggered by case context. Not by who is watching the queue.

    1. 01

      // STEP 01

      Cases are captured and triaged on intake.

      Email and portal intake create the case in Salesforce. AI classifies sentiment, intent, and urgency. The case is stamped with the right product line, severity, and routing inputs before any rep sees it.

      1. Email or portal

        Case captured

      2. AI classify

        Sentiment, intent

      3. Stamp inputs

        Severity, product

      Step 01 — Intake
      01
    2. 02

      // STEP 02

      Routing matches the right team and the right rep.

      The routing capability inside Ortoo Orchestrator picks the right team and the right rep, weighing skills, capacity, and SLA in one step. Customer service and field service share the same matching engine, configured differently. This step is handled by the supervisor, triage, routing, and resolution agents inside Ortoo Orchestrator.

      1. Pick team

        Service or field

      2. Best-fit rep

        Skill, capacity

      3. SLA check

        Window watched

      Step 02 — Triage
      02
    3. 03

      // STEP 03

      Resolution and handoffs run as workflow steps.

      Escalations, field service dispatch, and case closure all run as workflow steps with the audit trail on the Salesforce record. Operations sees the full case journey in standard reporting.

      1. Hand off cleanly

        Workflow step

      2. Escalate on risk

        Before breach

      3. Log journey

        Audit on record

      Step 03 — Resolve
      03

    What good case orchestration needs

    Three things separate a working orchestration model from a queue with handoffs.

    Most service teams admit they need orchestration but settle for queues and manual handoffs. Three things make the workflow actually orchestrate rather than just route. The path is operationally realistic: start with one workflow at a time, expand step by step as the team is ready.

    Book a demo

    Shared engine across teams

    Customer service and field service share the same routing and escalation logic, configured per team.

    Workflow steps, not queue jumps

    Every handoff is a workflow step with explicit criteria, not a manual reassignment.

    Audit trail on the record

    Every routing, escalation, and resolution decision lives on the Salesforce case for reporting.

    Before vs after

    What changes when case orchestration runs as a workflow.

    The cases do not change. What changes is whether the orchestration is visible.

    Before

    Before

    1. 01Parallel processes
    2. 02Manual handoffs
    3. 03Queue jumps
    4. 04SLA post-mortem

    Customer service and field service run parallel processes. Reporting cannot explain SLA misses.

    After

    With Ortoo Orchestrator

    1. 01Shared workflow
    2. 02Rule-driven handoffs
    3. 03Workflow steps
    4. 04SLA-aware escalation

    Case orchestration covers both teams. Handoffs, escalations, and resolution are workflow steps with audit trails.

    Where it fits

    Works with the Salesforce tools you already use.

    Case orchestration for field service operations

    Field ServiceDispatch

    Field service teams need routing that accounts for location, certification, equipment, and travel time. The orchestration workflow extends to Work Orders, Service Appointments, and Service Resources, with the same rule and skills logic applied to mobile service work.

    Case orchestration for customer service operations

    Customer serviceService Cloud

    Customer service desks run on the same orchestration engine, configured for case intake, triage, and tiered support routing. The workflow handles escalation criteria, SLA breaches, and CSAT triggers as workflow steps.

    Case orchestration with Agentforce and Omni-Channel

    AgentforceOmni-Channel

    The orchestration workflow runs alongside Agentforce and Omni-Channel. Agentforce handles agent-led conversational moments; Omni-Channel handles channel routing; the workflow handles structured case execution with the audit trail compliance teams expect.

    Built for service operations

    One execution layer for service and field service.

    Customer service and field service share one execution layer.

    When both teams run on the same orchestration workflow, the same customer gets a single coherent service experience. Handoffs between teams are workflow steps, not manual reassignments that lose context. The workflow runs from intake to resolution as one connected execution.

    Operations owns the orchestration logic, not engineering.

    Routing rules, escalation criteria, and handoff conditions live in Salesforce setup, configurable by the team that owns service operations. Changes happen at the speed of policy shifts, not at the speed of release cycles.

    Specialised agents do the work, not a single generalist AI.

    Each step is owned by a specialised agent with a defined role, including the Supervisor, Triage, Routing, and Resolution Agents relevant to this workflow. Agents pass context between steps, AI is applied only where interpretation adds value, and deterministic logic controls the rest.

    SentimentIntentSeverityProduct lineLocationCertificationCapacitySLA windowCustomer tier

    Signals the orchestration workflow evaluates

    Components of case orchestration

    Four elements every case orchestration workflow needs to cover.

    Ortoo Orchestrator provides the engine. Routing, escalation, and handoff rules are configured by service ops.

    Same matching logic across customer service and field service, configured per team.

    // RULE CONFIG

    Field service handoff, SLA-aware

    channel
    Email-to-Case
    team
    Service, then field
    skill
    Certification + equipment
    SLA
    4h response, 24h resolve
    escalation
    Manager at 75% window
    audit
    Per step on record

    IF severity = high AND on-site required THEN classify, dispatch field engineer, escalate at 75% of SLA.

    Case studies

    Teams running case orchestration end to end.

    Related use cases

    Adjacent service workflows in Ortoo Orchestrator.

    FAQ

    Common questions

    What does case orchestration cover that native Service Cloud does not?+

    Native Service Cloud handles case intake and queue assignment. The orchestration workflow inside Ortoo Orchestrator adds AI triage, multi-factor routing, SLA-aware escalation, and shared workflow across customer service and field service that native Service Cloud does not provide.

    How does this work with Salesforce Field Service?+

    The orchestration workflow extends to Work Orders, Service Appointments, and Service Resources. Location, certification, equipment, and travel time become routing inputs alongside skills and capacity, all in the same workflow.

    Does this work with Agentforce and Omni-Channel?+

    Yes. The workflow runs alongside Agentforce and Omni-Channel. Agentforce handles agent-led conversational moments; Omni-Channel handles channel routing; the workflow handles structured case execution and the audit trail.

    Can the same workflow handle both customer service and field service teams?+

    Yes. Both teams run on the same orchestration engine, configured differently. Handoffs between teams are workflow steps with explicit criteria, so context follows the case through the journey.

    How are SLA breaches handled?+

    SLA risk is a routing input. The workflow re-prioritises, escalates, or reassigns cases as the SLA window narrows, before the breach occurs. Every escalation action is logged on the case for compliance reporting.

    Can operations teams adjust orchestration rules without code?+

    Yes. All routing, escalation, and handoff logic is configured declaratively inside Salesforce setup. Service ops adjusts the workflow as the business changes, without Apex or Flow rebuilds.

    Can we use our own LLM provider?+

    Yes. Bring-your-own-LLM is supported, so teams running an OpenAI, Anthropic, or Google enterprise contract route AI calls through their own provider, with costs and audit trails on their own bill.

    Where does the case journey live for reporting?+

    Every step, including intake classification, routing decision, escalation actions, and resolution timing, is logged on the Salesforce case record. Standard reports surface the full journey automatically.

    Orchestrate cases end to end

    Map the case orchestration workflow your service teams should be running.

    Book a 30-minute conversation. We will walk through your current service and field service processes and where one orchestration layer removes the parallel work.

    Installs natively into Salesforce. Start with one workflow, expand to others as the team is ready. Pricing follows work completed, not token usage.