Service requests, sorted the day they arrive

Service requests for certificates, endorsements, claims and cancellations often wait in a shared inbox until someone reads and routes each one. This demo shows every request opened as a case with its type, priority, client and policy, a high-priority cancellation explained on the case, and a reply drafted for the producer to review.

Overview

This video is for account managers, service teams and producers at an insurance agency. Service requests arrive by email: certificates of insurance, endorsements, claim notices and sometimes a client who wants to cancel. In many agencies they wait in a shared inbox until someone reads each one and passes it on, and a cancellation can sit there for days.

What you'll see

A producer opens his service queue. Every request is already a case with its type, priority and client: two cancellation risks, a claim notice, an endorsement and two certificate requests, each opened the day the email arrived. He opens the high-priority case, a client asking to cancel its cyber liability policy. The case explains itself: why it was flagged, the linked policy, the email thread and a summary of the client's reason. On the case's activity, a reply to the client contact is already drafted.

How it works in Salesforce

Service Request Triage, an Agentforce agent, reads each inbound service email together with the client's policies and contacts. It opens a case on the account with a category, priority, owner and the related policy linked, writes a summary, and drafts a reply. Cancellation threats are marked as high priority so they reach the right person quickly. The cases are standard Salesforce cases; the classification, routing and drafting are PS Advisory configuration on Agentforce.

Where people stay in control

The case is created and routed automatically; the drafted reply is not sent until the producer reviews it and sends it himself. The agent sorts and routes requests and drafts responses; the conversation with the client stays with a person.

Configured for your organization

PS Advisory provides Service Request Triage as a foundational agent in its Agentforce for Insurance accelerator, so service teams start from a working pattern rather than from scratch. It is configured to your Salesforce org, including your request categories, priorities and routing to the right owner.

Live Salesforce screens. Client data and emails are simulated.