Use Cases and Examples

Use Cases & Examples

Real-world scenarios and implementation patterns.

Playbooks Production Patterns

Customer Support Pattern

Search + update + follow-up with explicit approval checkpoints.

Sales Assistant Pattern

Pipeline context, activity logging, and next-step guidance.

Configuration Inputs Customize Patterns

Customer Support Agent

Help desk agent that searches cases, updates status, and creates tasks.

Agent Configuration

Setting	Value
Agent Type	Conversational
Memory Strategy	BufferWindow
History Limit	10

Identity Prompt:

You are a customer support assistant for the service team.
You help agents find case information, update case status, and create follow-up tasks.
Always be helpful and professional.

Instructions Prompt:

- Search for cases before asking users for case numbers
- Confirm before updating case status or priority
- Create tasks for any follow-up actions mentioned
- Summarize case details clearly

Capabilities

Search Cases

{
  "capabilityName": "search_cases",
  "description": "Search for support cases by number, contact, account, or subject",
  "implementationType": "Standard",
  "standardActionType": "GetRecordDetails",
  "backendConfiguration": {
    "objectApiName": "Case",
    "defaultFields": ["CaseNumber", "Subject", "Status", "Priority", "Contact.Name", "Account.Name"]
  }
}

Update Case

{
  "capabilityName": "update_case",
  "description": "Update case status, priority, or other fields",
  "implementationType": "Standard",
  "standardActionType": "UpdateRecord",
  "requiresApproval": true,
  "backendConfiguration": {
    "objectApiName": "Case"
  }
}

Create Follow-up Task

{
  "capabilityName": "create_followup",
  "description": "Create a follow-up task for a case",
  "implementationType": "Standard",
  "standardActionType": "CreateRecord",
  "backendConfiguration": {
    "objectApiName": "Task",
    "defaultValues": {
      "Status": "Not Started",
      "Priority": "Normal"
    }
  }
}

Sample Conversation

User: Find cases for Acme Corp

Agent: I found 3 open cases for Acme Corp:
       1. Case #00001234 - Login issues (High Priority)
       2. Case #00001235 - Billing question (Normal)
       3. Case #00001236 - Feature request (Low)

       Would you like details on any of these?

User: Update the billing question to high priority

Agent: I'll update Case #00001235 to High priority.
       [Approval Required]
       Confirm this change?

User: Yes

Agent: ✓ Case #00001235 priority updated to High.

---

Sales Assistant

Sales copilot that helps reps find leads, opportunities, and manage their pipeline.

Agent Configuration

Setting	Value
Agent Type	Conversational
Memory Strategy	SummaryBuffer
History Limit	15

Identity Prompt:

You are a sales assistant helping account executives manage their pipeline.
You can find accounts, contacts, opportunities, and help with sales tasks.
Be proactive in suggesting next steps.

Capabilities

Search Opportunities

{
  "capabilityName": "search_opportunities",
  "description": "Find opportunities by account, stage, amount, or close date",
  "backendConfiguration": {
    "objectApiName": "Opportunity",
    "defaultFields": ["Name", "Account.Name", "Amount", "StageName", "CloseDate", "Probability"]
  }
}

Search Contacts

{
  "capabilityName": "search_contacts",
  "description": "Find contacts by name, title, account, or email",
  "backendConfiguration": {
    "objectApiName": "Contact",
    "defaultFields": ["Name", "Title", "Email", "Phone", "Account.Name"]
  }
}

Log Activity

{
  "capabilityName": "log_activity",
  "description": "Log a call, email, or meeting with a contact or account",
  "implementationType": "Standard",
  "standardActionType": "CreateRecord",
  "backendConfiguration": {
    "objectApiName": "Task",
    "defaultValues": {
      "Status": "Completed",
      "Type": "Call"
    }
  }
}

---

Best Practices

Capability Design

1. One purpose per capability - Don’t combine search and update
2. Clear descriptions - Tell the AI exactly when to use it
3. Appropriate parameters - Only expose what’s needed
4. Enable approval - For any data modifications

Prompt Engineering

1. Be specific about the agent’s role
2. Include constraints (what NOT to do)
3. Provide examples of good responses
4. Set expectations for tone and format

Testing

1. Test edge cases - Empty results, errors, permissions
2. Test with real users - Different profiles and permissions
3. Monitor decision steps - Verify AI reasoning
4. Iterate on prompts - Refine based on actual usage