No second tab
Assistance appears in the case your agent is already in. It sounds small, and it is the biggest single determinant of whether an AI layer is still used six months later.
Resolution Agent
AI Companion for Salesforce
Ascendo working inside Salesforce Service Cloud. Suggested resolutions, related history and drafted responses in the case record your agents already have open — no second tab, and nothing to copy between systems.
- Assistance inside the case record, not a second tool
- Grounded in your own closed cases and documentation
- Drafts the agent edits and approves
- Salesforce stays the system of record
The context is already in the CRM. The answer is not.
Salesforce knows a great deal about your customer: who they are, what they bought, what they have contacted you about. What it does not know is how to fix the thing in front of the agent.
So the agent joins customer context to the technical answer by hand, on every case, all day. Anything that solves this by adding a second application makes it worse: three places instead of two, and the first tab closed when the queue builds up.
What sits behind a suggestion
The agent stops being the integration point between the CRM and the technical answer.
- Step 1
Your closed cases are indexed
Resolved cases and the notes attached to them are read in, so the system knows how your team has actually solved things.
- Step 2
Joined to your documentation
Those cases are reasoned over together with service manuals, knowledge articles and anything else you have connected.
- Step 3
Surfaced in the case
The likely resolution, similar cases and a drafted response appear against the record, with sources attached.
- Step 4
The agent decides
Nothing reaches a customer without approval, and what agents accept or edit feeds the next suggestion.
What changes for a Salesforce team
One of these decides adoption and the other two decide whether the answers are any good.
Customer context and technical answer in one place
Salesforce holds the account, history and entitlement; Ascendo holds the resolution. The agent stops being the manual join between them.
Grounded in your closed cases
Suggestions are built from work your own team did, which is what makes them specific to your products and your customers.
Why the usual approaches fall short
Every one of these leaves an agent joining the customer context to the technical answer by hand.
A standalone AI console beside Salesforce
The agent leaves the case to use it and pastes the result back.
A general assistant with no access to your cases
Fluent and generic. It has never seen your products or the cases you closed last quarter.
Knowledge base search inside Salesforce
Returns articles matching the words in the case, leaving the judgement exactly where it was.
Writing more knowledge articles
Worth doing, and it does not solve retrieval. The article that would have helped usually already existed.
What things are called
Where the Salesforce vocabulary and the Ascendo vocabulary meet.
- Case
- The Salesforce record an agent works. Ascendo attaches to it rather than replacing it.
- Service Cloud
- The Salesforce product your support team works in day to day.
- ResolveGPT
- Ascendo’s resolution capability surfacing real-time recommendations inside the platform an agent is already using.
- Grounding
- Restricting what the system answers from to your own documentation and resolved cases.
- Write-back
- Returning an Ascendo result into the Salesforce record so it stays complete.
Frequently Asked Questions
No. Suggested resolutions, related cases and drafted replies appear against the case record they already have open, so there is no second console and nothing to copy between systems.
Resolution Agent
Run it against your closed cases
The quickest test is on cases you have already resolved, where you know the answer. Send us a representative sample and we will show you what would have been suggested.
Talk to us