Key takeaways
AI for your support team, without the Agentforce commitment. Live in days, not months.
Why this integration matters
If your team runs support on Salesforce Service Cloud, you've probably been pitched Agentforce. You've also seen the implementation timeline (3 to 6 months, often requiring a Salesforce SI partner or a team of internal developers) and wondered if there's a faster path.
Mosaic AI connects to Salesforce Service Cloud in days via the REST API. It adds AI assistance, cross-system knowledge, and churn signal intelligence on top of your existing cases and records, without a full Agentforce commitment.
- Eliminate the hunt-and-peck through Salesforce records to build context
- Surface answers from Confluence, Zendesk, and Slack alongside Salesforce data
- Detect churn risk and account health signals from case patterns, automatically
- Deploy in days, not months, with no SI partner required
Key use cases
Auto-summarize cases on open.
When an agent opens a case, Mosaic instantly generates a summary (case history, previous resolutions, and relevant account context), so agents are up to speed in seconds, not minutes.
Surface answers from Salesforce, Confluence, and Zendesk in one view.
Mosaic searches simultaneously across Salesforce knowledge articles, Confluence documentation, Zendesk ticket history, and Slack threads, then synthesizes the result into a single, cited answer.
Draft AI-assisted case replies and handoff notes.
Mosaic's AI Assist suggests draft replies based on the case context and your company's knowledge base. Agents review, edit, and send, reducing handle time without removing human judgment from the loop.
Detect churn signals before they reach your CSM team.
Mosaic's Intelligence layer analyzes Salesforce case patterns to identify which accounts are generating escalating friction, recurring errors, or sentiment deterioration, signals that often precede churn. Support leaders see this in the Mosaic Intelligence dashboard before the customer success team hears about it.
Automate workflows triggered by case events.
Mosaic's Workflows builder supports automations (escalation routing, Slack alerts for high-value account Severity 1 cases, cross-system notifications) configured by your Mosaic onboarding team during implementation.
How it works
1. Connect: Configure OAuth in Salesforce, create a dedicated Mosaic API user, and complete the connection in the Mosaic integrations dashboard. Your Customer Success Manager walks you through the process.
2. Sync: Mosaic indexes your Salesforce cases, account records, contact records, and knowledge articles. Initial indexing typically completes in 24–48 hours. Add Confluence, Zendesk, and Slack to complete your knowledge graph.
3. Generate: Agents see AI-powered case summaries, knowledge suggestions, and reply drafts in their workflow. Your Mosaic CSM schedules a first data review (showing initial case insights, knowledge gap flags, and early churn signals) within 1–2 weeks of going live.
Feature breakdown
Data sync
- Indexes cases, account records, contact records, and knowledge articles
- Continuous re-indexing as new cases and records are updated
- Cross-referenced with Confluence documentation, Zendesk tickets, and Slack threads
Automation
- Automatic case tagging, priority scoring, and routing rules based on case content
- Write-back: Mosaic can write case summaries and record updates back to Salesforce in configured workflows
- Mosaic-configured multi-step automations spanning Salesforce, Confluence, Zendesk, and Slack
Permissions & governance
- All automated workflow actions are logged for audit and review
- No data leaves Salesforce through unofficial channels
ROI and benefits
- Higher productivity: A B2B SaaS team in IT management reports a 15% productivity increase across their support organization after deploying Mosaic on their Salesforce environment.
- Reduced QA overhead: An enterprise team reports reduced QA overhead after using Mosaic's intelligence layer on their Salesforce case data.
- Better context: Customers report that Mosaic aggregates and organizes Salesforce information in a way that native tools don't, and that the AI layer multiplies the value of existing data.
Works with your full stack
Mosaic extends Salesforce with the knowledge that lives outside it:
- Zendesk: tickets, macros, Help Center articles
- Confluence: documentation, runbooks, product guides
- Slack: indexed internal threads and customer conversations
- Google Drive, Notion, Snowflake: and 100+ more
Security & reliability
- Authentication: OAuth; no passwords stored
- Audit logs: All automated actions logged for review
- Compliance: SOC 2 Type II certified, ISO 27001:2022 certified, and GDPR compliant
- Data privacy: Mosaic never trains on your data
See the Salesforce integration in action
Book a demo. Live in days, no SI partner required.
Or compare Mosaic AI vs. Salesforce Agentforce before you decide.
Frequently Asked Questions
How long does setup take?
The OAuth connection and configuration completes in a day. Initial case indexing typically takes 24–48 hours. Agents see AI-powered suggestions in their workflow within 2–3 days of starting setup.
Does Mosaic AI work inside the Salesforce Service Cloud console?
Mosaic AI surfaces insights in a browser sidebar or, for some workflows, directly in the Salesforce agent console. Your onboarding team will configure the experience that fits your agents' existing workflow.
Does Mosaic AI support bidirectional data sync with Salesforce?
Mosaic reads from Salesforce continuously. Write-back capabilities (writing case summaries, updating records) are available for specific workflow configurations. Discuss with your Mosaic CSM during onboarding.
Can Mosaic AI automatically triage and tag incoming Salesforce cases?
Yes. Mosaic configures automatic tagging, priority scoring, and routing rules based on case content, triggered without manual classification.
Does the Mosaic AI Salesforce integration use OAuth authentication?
Yes. Mosaic connects to Salesforce using OAuth, the standard authentication protocol. No passwords stored.
Does Mosaic AI provide audit logs for Salesforce automation actions?
Yes. All automated actions taken by Mosaic workflows are logged for audit and review.
