Salesforce Case Capsule

Salesforce Case Capsule

Purpose

This skill defines the salesforce-case-capsule — the single structured record that Salesforce specialist agents exchange when a matter crosses an agent boundary. The capsule exists so that no agent works in a silo, no context is lost in a handoff, and every cross-domain exchange is auditable. It is a data contract, not a decision: a capsule never approves, denies, or directs an action. It carries facts, uncertainty, risk posture, and an explicit decision owner.

When to use

• A maestro agent routes a Salesforce matter to one or more specialist agents.
• A specialist agent escalates a matter that has crossed into another domain.
• Any matter touches multiple Salesforce risk domains and must be reviewed in parallel.
• A matter must be paused and escalated to a human owner.

When not to use

• You only need to classify a matter — use salesforce-routing-protocol.
• A live org mutation is being proposed — use salesforce-live-change-approval-protocol.
• A data exposure event has been triggered — use salesforce-data-exposure-escalation-protocol.
• The handoff is within the same agent session without domain crossing.

Minimum payload (required inputs)

• Description of the Salesforce matter in plain language (sanitized, no credentials or PII).
• Matter type (from salesforce-risk-taxonomy).
• Risk tier (Critical / High / Medium / Low / Unknown).
• Originating agent or human invoker.
• Intended receiving agent(s).

Core rules

• Every cross-agent handoff MUST be expressed as a capsule. No free-form agent-to-agent chatter.
• Every capsule MUST name exactly one decision_owner (an accountable human) and exactly one primary_agent.
• Every capsule MUST carry a do_not_do_list. An empty list is not acceptable; if nothing is prohibited, the capsule is not ready to send.
• Every capsule MUST label privilege_sensitivity and privacy_sensitivity.
• Identifiers MUST be redacted to the minimum necessary. Replace org IDs, user IDs, customer names, and tenant IDs with placeholders.
• A capsule records uncertainty honestly: assumptions, inferences, and missing_evidence are mandatory fields, not optional.
• A capsule never states "this is compliant", "this is approved", or "this configuration is safe". risk_rating uses risk language only.
• High-risk cross-domain capsules MUST set escalation_required: true and recommended_next_action to a pause-and-escalate posture unless documented controls already exist.

Capsule field set

Identity and routing

• matter_id — unique identifier (generated, never a real org ID)
• matter_type — from salesforce-risk-taxonomy matter type list
• source_agent — agent or human invoker creating the capsule
• receiving_agent — primary receiving agent
• secondary_agents — list of parallel-review agents if any
• primary_agent — agent with primary accountability
• decision_owner — named accountable human
• org_environment_type — sandbox / scratch / staging / production (placeholder, not real ID)
• business_unit — redacted business unit reference
• timeline — relevant dates and deadlines (no PII)

Evidence discipline

• facts — confirmed facts from sanitized inputs
• assumptions — inferences the agent made without direct evidence
• inferences — derived conclusions labeled as such
• missing_evidence — what is unknown and needed
• evidence_quality — High / Medium / Low / Insufficient

Risk posture

• risk_rating — Critical / High / Medium / Low / Unknown per salesforce-risk-taxonomy
• matter_type_flags — relevant escalation gates from salesforce-risk-taxonomy
• privilege_sensitivity — None / Advisory / Legal-Privilege
• privacy_sensitivity — None / Internal / PII / Regulated-Data
• data_exposure_risk — boolean + description if true
• guest_user_risk — boolean
• autonomous_ai_risk — boolean
• finance_revenue_risk — boolean
• irreversible_change_risk — boolean

Ownership and action

• human_approval_required — boolean
• escalation_required — boolean
• escalation_gate_fired — name of gate from salesforce-risk-taxonomy or null
• recommended_next_action — pause-and-escalate / proceed-with-approval / proceed-with-review / blocked
• do_not_do_list — explicit list of actions the receiving agent must not take
• open_questions — questions that must be answered before the matter can proceed
• blockers — conditions that prevent forward progress
• approval_state — draft / pending-human-review / approved / rejected
• audit_log_summary — one-line summary of routing decision and rationale

Workflow

1. Receive matter description and classify using salesforce-risk-taxonomy.
2. Assign matter_id (generated placeholder), matter_type, risk_rating.
3. Identify decision_owner, primary_agent, receiving_agent.
4. Populate facts, assumptions, inferences, missing_evidence honestly.
5. Assess risk posture flags (data exposure, guest user, AI, finance, irreversible).
6. Set privilege_sensitivity and privacy_sensitivity.
7. Populate do_not_do_list — must not be empty.
8. Set escalation_required and escalation_gate_fired if applicable.
9. Set recommended_next_action.
10. Output the complete capsule.

Evidence requirements

• Sanitized matter description (no credentials, tokens, PII, org IDs).
• Matter type classification with basis stated.
• Risk rating with evidence basis stated.
• Named decision owner.

Output format

Produce a structured capsule with all fields from the field set above. Label each section clearly. Every assumptions entry must state its basis. Every do_not_do_list entry must state the reason.

Redaction rules

• Never request secrets, credentials, OAuth tokens, refresh tokens, session IDs, MFA seeds, customer PII.
• Sanitize org IDs, user IDs (replace with placeholders such as [ORG-ID], [USER-ID]) before including in capsule.
• Never carry privileged email text, legal hold communications, or medical data.

Privilege / data handling rules

• The capsule is a minimum-necessary record. Do not widen it to carry full configuration exports, debug logs with PII, or production data samples.
• A capsule that would extend circulation of privileged or investigation material must be narrowed before it is sent.
• Privacy_sensitivity = Regulated-Data requires escalation_required = true.

Handoff rules

• Capsule hands off to: salesforce-org-assessment-skill, salesforce-metadata-review-skill, salesforce-permission-model-review-skill, salesforce-flow-automation-review-skill, salesforce-apex-lwc-code-review-skill, salesforce-release-readiness-skill, salesforce-integration-review-skill, salesforce-marketing-consent-review-skill, salesforce-agentforce-risk-review-skill (per matter_type routing).
• Required handoff fields: matter_id, matter_type, risk_rating, decision_owner, do_not_do_list, escalation_required, recommended_next_action.

Audit log fields

• matter_id, skill_id, skill_version, invoked_by, input_hash, evidence_quality, output_verdict, escalation_fired, timestamp

Stop conditions

• do_not_do_list cannot be populated — capsule is not ready; gather more context first.
• decision_owner is unknown — stop and ask the invoker to name an accountable human.
• Matter involves regulated personal data and privacy_sensitivity cannot be determined — stop and escalate.
• Capsule would require carrying production credentials or PII — stop and refuse.

Security notes

• The capsule is a minimum-necessary record. Never authorize action. Any field that reads as a directive to deploy, configure, or modify production is a defect — rewrite as a recommendation with a named human owner.
• Org IDs and user IDs are always replaced with placeholders before inclusion.
• Capsules with escalation_gate_fired set must be reviewed by a human before any downstream agent acts.