[SF-SVC / Salesforce Engineering]

Salesforce Service Lab

Brings operational decision support into the service workspace without duplicating the source of truth.

A Service Cloud workspace that brings operational context and decision support into the Case flow.

Status
[active]
My role
Architecture / Apex / LWC / CI-CD / security
Evidence model
Tests / CI / runtime proof

01

Case

Service workflow

02

Workbench

LWC decision UI

03

Gateway

Apex callout

04

Travel Ops

Operational truth

05

Decision

Agent-guided action

Live system traceMedia capture pending

[01 / Business impact]

What changes for the business.

Agents can inspect booking context, recovery options, and compensation guidance without leaving the Case workflow.

Shared Travel Ops APIs keep Salesforce and AI channels aligned on the same operational truth.

Least-privilege identities and exact-main CI make changes auditable and reduce release risk.

[02 / PROOF]

What is already verified.

    01Resolution Workbench deployed on the active Case record page.
    02Live synthetic case rendered booking context and two recovery options.
    03Authoritative compensation proposal returned policy CMP_DELAY_AOG_15PCT v1 and 727.50 MXN.
    04Runtime smoke: 0 DML and 4 callouts; release path uses exact-main validation plus quick deploy.

[03 / UNDER THE HOOD]

Architecture, controls, and implementation.

Technical detail lives here so the business story stays readable first.

Architecture
Service Cloud / Apex / LWC / Named Credentials / GitHub Actions / Travel Ops API
Control boundary
Salesforce owns CRM workflow. Travel Ops owns booking state, recovery catalog, and compensation policy.
Role
Architecture / Apex / LWC / CI-CD / security
Next slice
Internal Agentforce Employee Agent over the same bounded capabilities; execution actions follow after the read-only assist path.

System boundaries

  • — Operational booking data is not duplicated into Salesforce by default.
  • — Human admin and CI/CD machine identities stay segregated.
  • — Recommendation never equals authorization; future writes remain explicitly gated.

Technology surface

SalesforceService CloudApexLWCNamed CredentialsAgentforceGitHub Actions
System index