Case Study: Salesforce cuts support case resolution time with MuleSoft Agent Fabric

Salesforce cuts support case resolution time to under 1 minute with MuleSoft

The customer, Salesforce, faced a challenge where its support engineers for MuleSoft had to manually search over twelve disparate knowledge sources to resolve a single customer case. This process was incredibly time-consuming, often taking hours to simply find the correct information before any actual problem-solving could begin, hindering the efficiency of their customer support.

The solution implemented by MuleSoft used Agent Fabric to connect these various systems. This allowed for instant searching across all sources and the automatic routing of questions. The results were significant, cutting research wait times from hours to under a minute, saving approximately 80 hours per day globally, and increasing the number of cases resolved per engineer daily by 30%.

Salesforce