Salesforce Service Cloud Case Management

naftiko: "1.0.0-alpha1"

info:
  label: "Salesforce Service Cloud Case Management"
  description: >-
    Unified workflow capability for customer service case management in
    Salesforce Service Cloud. Combines REST API case CRUD with Live Agent
    chat initiation for complete customer service resolution workflows.
    Designed for service agents and customer service AI assistants.
  tags:
    - Salesforce
    - Service Cloud
    - Case Management
    - Customer Service
    - Help Desk
    - Support
    - CRM
  created: "2026-05-02"
  modified: "2026-05-02"

binds:
  - namespace: env
    keys:
      SALESFORCE_ACCESS_TOKEN: SALESFORCE_ACCESS_TOKEN
      SALESFORCE_LIVE_AGENT_TOKEN: SALESFORCE_LIVE_AGENT_TOKEN

capability:
  consumes:
    - import: salesforce-service-rest
      location: ./shared/service-cloud-rest-api.yaml
    - import: salesforce-live-agent
      location: ./shared/live-agent-api.yaml

  exposes:
    - type: rest
      port: 8080
      namespace: case-management-api
      description: "Unified REST API for Salesforce Service Cloud case management."
      resources:
        - path: /v1/cases
          name: cases
          description: "Case lifecycle management"
          operations:
            - method: POST
              name: create-case
              description: "Create a new customer service case"
              call: "salesforce-service-rest.create-case"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/cases/{caseId}
          name: case
          description: "Individual case operations"
          operations:
            - method: GET
              name: get-case
              description: "Get case details"
              call: "salesforce-service-rest.get-case"
              with:
                caseId: "rest.caseId"
              outputParameters:
                - type: object
                  mapping: "$."
            - method: PATCH
              name: update-case
              description: "Update case status or details"
              call: "salesforce-service-rest.update-case"
              with:
                caseId: "rest.caseId"
              outputParameters:
                - type: object
                  mapping: "$."
            - method: DELETE
              name: delete-case
              description: "Delete a case"
              call: "salesforce-service-rest.delete-case"
              with:
                caseId: "rest.caseId"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/contacts
          name: contacts
          description: "Contact management for service"
          operations:
            - method: POST
              name: create-contact
              description: "Create a contact"
              call: "salesforce-service-rest.create-contact"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/contacts/{contactId}
          name: contact
          description: "Individual contact"
          operations:
            - method: GET
              name: get-contact
              description: "Get a contact"
              call: "salesforce-service-rest.get-contact"
              with:
                contactId: "rest.contactId"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/accounts/{accountId}
          name: account
          description: "Account for service context"
          operations:
            - method: GET
              name: get-account
              description: "Get account details"
              call: "salesforce-service-rest.get-account"
              with:
                accountId: "rest.accountId"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/query
          name: query
          description: "SOQL query"
          operations:
            - method: GET
              name: query
              description: "Query service data"
              call: "salesforce-service-rest.query-service-data"
              with:
                q: "rest.q"
              outputParameters:
                - type: object
                  mapping: "$."
        - path: /v1/chat/initiate
          name: live-chat
          description: "Live chat initiation"
          operations:
            - method: POST
              name: initiate-live-chat
              description: "Initiate a live chat session"
              call: "salesforce-live-agent.initiate-chat"
              outputParameters:
                - type: object
                  mapping: "$."

    - type: mcp
      port: 9090
      namespace: case-management-mcp
      transport: http
      description: "MCP server for AI-assisted Salesforce Service Cloud case management."
      tools:
        - name: get-case
          description: "Get customer service case details by ID"
          hints:
            readOnly: true
            idempotent: true
          call: "salesforce-service-rest.get-case"
          with:
            caseId: "tools.caseId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: create-case
          description: "Create a new customer service case with subject, description, priority, and contact"
          hints:
            readOnly: false
            destructive: false
          call: "salesforce-service-rest.create-case"
          outputParameters:
            - type: object
              mapping: "$."
        - name: update-case-status
          description: "Update case status, priority, or description"
          hints:
            readOnly: false
            idempotent: true
          call: "salesforce-service-rest.update-case"
          with:
            caseId: "tools.caseId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: close-case
          description: "Close a customer service case by updating status to Closed"
          hints:
            readOnly: false
            idempotent: true
          call: "salesforce-service-rest.update-case"
          with:
            caseId: "tools.caseId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: delete-case
          description: "Delete a case record"
          hints:
            readOnly: false
            destructive: true
            idempotent: true
          call: "salesforce-service-rest.delete-case"
          with:
            caseId: "tools.caseId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: get-contact
          description: "Get contact details for a customer"
          hints:
            readOnly: true
            idempotent: true
          call: "salesforce-service-rest.get-contact"
          with:
            contactId: "tools.contactId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: create-contact
          description: "Create a new contact record for a customer"
          hints:
            readOnly: false
            destructive: false
          call: "salesforce-service-rest.create-contact"
          outputParameters:
            - type: object
              mapping: "$."
        - name: get-account
          description: "Get account information for service context"
          hints:
            readOnly: true
            idempotent: true
          call: "salesforce-service-rest.get-account"
          with:
            accountId: "tools.accountId"
          outputParameters:
            - type: object
              mapping: "$."
        - name: query-cases
          description: "Query cases using SOQL for filtering by status, priority, account, or agent"
          hints:
            readOnly: true
            idempotent: true
            openWorld: true
          call: "salesforce-service-rest.query-service-data"
          with:
            q: "tools.q"
          outputParameters:
            - type: object
              mapping: "$."
        - name: initiate-live-chat
          description: "Initiate a live chat session with a service agent"
          hints:
            readOnly: false
            destructive: false
          call: "salesforce-live-agent.initiate-chat"
          outputParameters:
            - type: object
              mapping: "$."
        - name: send-chat-message
          description: "Send a message in an active live chat session"
          hints:
            readOnly: false
            destructive: false
          call: "salesforce-live-agent.send-chat-message"
          outputParameters:
            - type: object
              mapping: "$."
        - name: end-chat-session
          description: "End an active live chat session"
          hints:
            readOnly: false
            destructive: false
          call: "salesforce-live-agent.end-chat-session"
          outputParameters:
            - type: object
              mapping: "$."