FortiAgent connects to Salesforce to retrieve live account records, case history, contact entitlements, and opportunity data — so every AI support response is grounded in what your CRM actually holds about the customer.
FortiVault governs every Salesforce-grounded response before it reaches the customer — measuring accuracy per query category, gating automation where accuracy hasn't been proven, and logging the full data trail for every AI decision.
Why CRM Data Matters
Enterprise customers have accounts, contracts, entitlements, and case histories. An AI support agent that responds from a generic knowledge base — without knowing the customer's account tier, their contract terms, or what they raised last week — gives imprecise answers at best and wrong ones at worst.
FortiAgent retrieves the customer's Salesforce record before every response. Account tier, contracted entitlements, open cases, and renewal status are all available to inform the response — so enterprise customers get answers grounded in their specific situation, not a generic knowledge base entry.
FortiVault governs what gets automated from that data. Account management queries and commercial responses are gated at higher accuracy thresholds — ensuring AI doesn't make commitments or provide information about contracts and entitlements until accuracy in those categories has been proven.
Salesforce Connector Capabilities
Live account records
FortiAgent retrieves the customer's account record from Salesforce before responding — account status, tier, contract terms, and associated contacts. AI responses are grounded in the actual account state.
Case history
FortiAgent retrieves open and historical case records from Salesforce to provide contextually aware responses — understanding what issues a customer has raised before and what resolutions were applied.
Contact and entitlement data
FortiAgent retrieves contact-level data and entitlements from Salesforce — support tier, SLA level, authorised contacts — to ensure responses are appropriate to the customer's contracted support level.
Opportunity and renewal context
FortiAgent can retrieve opportunity data from Salesforce to inform responses to renewal, upgrade, and commercial queries — ensuring AI support responses don't contradict what the account team has in play.
Case creation and updates
FortiAgent can create or update cases in Salesforce as a write-back action — logging the AI interaction, the customer query, and the resolution in the CRM record. Every write-back is logged in the FortiVault audit trail.
Custom object support
FortiAgent can be configured to retrieve data from custom Salesforce objects — product licences, subscription records, or any data model specific to your Salesforce implementation — through registered connector API calls.
Common Enterprise Support Queries
"What are my contracted support hours?"
FortiAgent retrieves the customer's entitlement record from Salesforce and responds with their actual contracted support terms — not a generic policy from the knowledge base.
"I raised a ticket last week — what's the status?"
FortiAgent retrieves the relevant case record from Salesforce and provides an accurate status update. FortiVault logs the Salesforce query and response in the audit trail.
"Can you escalate this to a senior engineer?"
FortiAgent retrieves the case record and customer tier from Salesforce, then creates an escalation record or updates the case priority as a write-back action, governed by your configured escalation policy.
"My account shows the wrong plan."
FortiAgent retrieves the account record from Salesforce and verifies the current plan. If there is a discrepancy, the response is routed to human review — account data changes are gated at a higher accuracy threshold.
"When does my contract renew?"
FortiAgent retrieves the account and opportunity data from Salesforce to provide an accurate renewal date. Commercial queries can be configured to notify the account team as a write-back action.
Architecture
Support query received
Customer sends an account, entitlement, case, or contract query through the FortiAgent support widget.
Salesforce connector called
FortiAgent calls the relevant Salesforce object — Account, Case, Contact, or Opportunity — with the customer's identifiers to retrieve live CRM data.
Grounded response generated
FortiAgent generates a response using live Salesforce data and your configured knowledge base. No general training data — only what Salesforce returned.
FortiVault governs
FortiVault checks the Trust Score for this query category. Auto-sends if accuracy meets threshold; routes to human review if not. Salesforce call logged in audit trail.
Live CRM data in every response. Account and entitlement queries governed by FortiVault's category-level Trust Score.