Use cases | Ortoo Orchestrator

Workflow orchestration use cases.

The triage, routing, assignment, conversion, and other orchestration patterns Ortoo Orchestrator handles inside Salesforce.

Service workflows

13 use cases

  1. Intelligent case routing in Salesforce: skills, capacity, SLA
    Skills, capacity, and SLA evaluated together at the point of assignment.
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  2. Interpret replies automatically in Salesforce
    Read sentiment, intent, and urgency on every case reply, with the next action triggered automatically.
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  3. How to assign cases in Salesforce: skills, capacity & SLA
    Route Salesforce cases on skills, capacity, workload, and SLA, configured by operations.
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  4. Salesforce IT support ticketing system
    Intake, triage, routing, and escalation as one IT ticketing workflow, native to Salesforce.
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  5. Salesforce sentiment analysis & case triage
    Score sentiment on every inbound case, trigger the right action, and report it as Salesforce data.
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  6. Case orchestration for Salesforce
    One orchestration layer for customer service and field service case work.
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  7. Salesforce Email-to-Case with AI triage and routing
    AI triage and routing on top of Email-to-Case, in one workflow step.
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  8. Advanced email automation in Salesforce
    Intake, classification, routing, and reply capture as one workflow on any object.
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  9. Case escalation in Salesforce, handled automatically
    Fire SLA, sentiment, and severity escalations before the breach, not after.
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  10. Case assignment to the first available service agent
    Route cases to the first agent who is online, has capacity, and matches the skills.
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  11. Salesforce email management for service teams
    High-volume service inbox handling with intake, triage, routing, and reply threading.
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  12. Salesforce work order assignment
    Match work orders to engineers by certification, location, travel time, and capacity.
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  13. Patient and provider workflows in Salesforce
    Patient, member, and provider workflows as defined orchestration with audit on every step.
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Revenue workflows

12 use cases

  1. How to convert leads automatically in Salesforce
    Convert qualified leads to accounts, contacts, and opportunities without manual handoff.
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  2. Salesforce territory assignment
    Stamp the territory, match the right rep, log every decision, configured by ops.
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  3. AI-personalised sales emails in Salesforce
    Generate personalised outbound and autoresponder emails per recipient from live Salesforce data.
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  4. Automating sales tasks and follow-ups in Salesforce
    Trigger, assign, and escalate follow-up tasks so pipeline does not depend on rep memory.
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  5. AI lead qualification in Salesforce
    Score every lead against the same criteria on intake, with the decision logged on the record.
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  6. How to assign leads in Salesforce: skills, capacity & territory
    Match every lead to the right rep on skills, capacity, territory, and SLA, in one step.
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  7. Use AI to enrich leads in Salesforce
    Attach firmographic, behavioural, and intent data to every lead on intake.
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  8. AI lead triage in Salesforce: automate lead triage
    Classify, score, and route every inbound lead on intake, with AI applied where it matters.
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  9. Automate Salesforce lead distribution
    Fair allocation, value-aware prioritisation, and capacity-aware matching in one workflow.
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  10. Salesforce territory management for sales teams
    Stamp, match, and reassign every record against the current territory model.
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  11. Email-to-Lead in Salesforce: capture and route on intake
    Turn inbound enquiry email into structured, routed Salesforce leads on intake.
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  12. Salesforce opportunity assignment
    Reassign opportunities to the right AE as deal size, product, and tier shift.
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Outbound workflows

2 use cases

  1. Salesforce mass communications with Comms Manager
    Send personalised outbound at scale from live Salesforce data, with the audit trail on the record.
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  2. Distribute emails from Salesforce
    Send outbound and transactional email from Salesforce against live data, with audit on every record.
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Intake workflows

1 use case

  1. Email to any Salesforce object, standard or custom
    Turn inbound email into a structured Salesforce record on any object, standard or custom, with replies threaded back.
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Custom workflows

1 use case

  1. Salesforce custom object assignment
    Route any standard or custom Salesforce object with the same engine, configured by ops.
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