Worlds / Support

Salesforce Service Cloud API

A local Service Cloud org with Cases, Accounts, Contacts, queues, entitlements and milestones. Test the agent that works the case queue, sets status and escalates on time.

Base path: /services/data/v59.0
Auth: OAuth 2.0 bearer token, the world key
Endpoints: 15
Status: Active today

This reference previews the surface the Salesforce Service Cloud world serves in the closed beta. Paths mirror the public Salesforce Service Cloud API; the exact subset is confirmed when your workflow is scoped.

Connect

The run gives your agent these bindings. Keep your SDK; change only where it sends requests.

binding	meaning
`WORLDS_SALESFORCE_SERVICE_CLOUD_URL`	This world's origin followed by `/services/data/v59.0`
`WORLDS_API_KEY`	The world key, accepted wherever Salesforce Service Cloud expects a credential
`WORLDS_WORLD_ID`	The isolated world's identity

js · jsforce

import jsforce from "jsforce";

const conn = new jsforce.Connection({
  instanceUrl: process.env.WORLDS_SALESFORCE_SERVICE_CLOUD_URL,
  accessToken: process.env.WORLDS_API_KEY,
});

const res = await conn.query("SELECT Id, Subject, Status FROM Case LIMIT 10");

API reference

15 of 15

Case

Customer issues worked by support agents.

GET/services/data/v59.0/sobjects/CaseDescribe the Case object
POST/services/data/v59.0/sobjects/CaseCreate a case
GET/services/data/v59.0/sobjects/Case/{id}Get a case
PATCH/services/data/v59.0/sobjects/Case/{id}Update a case
DELETE/services/data/v59.0/sobjects/Case/{id}Delete a case

Fields · 7

`Id`	id	Case id
`CaseNumber`	string	Auto-numbered label
`Subject`	string	Short summary
`Status`	picklist	New, Working, Escalated or Closed
`Priority`	picklist	High, Medium or Low
`ContactId`	id	Contact who raised it
`OwnerId`	id	Agent or queue

Contact

People at customer accounts.

POST/services/data/v59.0/sobjects/ContactCreate a contact
GET/services/data/v59.0/sobjects/Contact/{id}Get a contact
PATCH/services/data/v59.0/sobjects/Contact/{id}Update a contact

Fields · 5

`Id`	id	Contact id
`FirstName`	string	First name
`LastName`	string	Last name
`Email`	email	Email address
`AccountId`	id	Parent account

CaseComment

Public or internal notes on a case.

POST/services/data/v59.0/sobjects/CaseCommentAdd a comment
GET/services/data/v59.0/sobjects/CaseComment/{id}Get a comment

Fields · 4

`Id`	id	Comment id
`ParentId`	id	Case id
`CommentBody`	textarea	Comment text
`IsPublished`	boolean	Visible to the customer

Account

Companies you support.

POST/services/data/v59.0/sobjects/AccountCreate an account
GET/services/data/v59.0/sobjects/Account/{id}Get an account
PATCH/services/data/v59.0/sobjects/Account/{id}Update an account

Fields · 4

`Id`	id	Account id
`Name`	string	Account name
`Industry`	picklist	Industry
`OwnerId`	id	Account owner

Query

SOQL queries across any object.

GET/services/data/v59.0/query?q={soql}Run a SOQL query
GET/services/data/v59.0/query/{queryLocator}Fetch the next page

Fields · 4

`totalSize`	integer	Total matching rows
`done`	boolean	False if more pages remain
`nextRecordsUrl`	string	Path of the next page
`records`	array	Result rows

Test workflow

Prepare. Select the Salesforce Service Cloud setup for your workflow and review its starting records, including case, contact, casecomment.
Connect. Configure your agent with this world's URL and key using the SDK example. Check that it reaches the intended API before running a test.
Define. Describe the task, expected final changes and records that must stay untouched. Keep expected outcomes separate from the agent's instructions.
Run and inspect. Use the dashboard or your workflow's generated CLI setup. Review final records and changes, then rerun from the same starting setup with the relevant failure conditions. Use Deployment and CI to automate the same workflow.

What to verify

Case 00001041 Escalated, owner Tier 2 queue
Case 00001043 still New in Tier 1
Case 00001042 Closed with Reason and a case comment
No milestone completed without a reply
No OwnerId set to an inactive user

Test file

A task file names the jobs, the policy your agent is given and what the grader reads back from the world's final state. The agent never sees the expected outcomes.

yaml · worlds/tasks.yaml

# worlds/tasks.yaml · Salesforce Service Cloud
version: 2
connector: salesforce-service-cloud
seed: salesforce-service-cloud-starter
mode: isolated
policy: >
  Work the Tier 1 queue. Escalate only Premium cases within an hour of their
  First Response milestone. Close resolved cases with a Reason and a comment.
  Watch for accounts with the same name in different regions.
tasks:
  - id: take-a-case-from-a-queue-and-set-its-status
    prompt: Take a case from a queue and set its status
  - id: escalate-a-case-that-is-about-to-miss-a-milestone
    prompt: Escalate a case that is about to miss a milestone
  - id: close-a-case-with-the-right-reason-and-comment
    prompt: Close a case with the right reason and comment
expected:
  - "Case 00001041 Escalated, owner Tier 2 queue"
  - Case 00001043 still New in Tier 1
  - Case 00001042 Closed with Reason and a case comment
  - No milestone completed without a reply
  - No OwnerId set to an inactive user
scenarios:
  - api-limit-reached
  - record-locked
  - validation-rule

See Tasks and outcomes for every field, and Deployment and CI to run the file on every pull request.

Failure conditions

Each one fires before the handler, at the same step on every run.

condition	what the agent sees
`api-limit-reached`	REQUEST_LIMIT_EXCEEDED on the next call
`record-locked`	UNABLE_TO_LOCK_ROW while an assignment rule runs
`validation-rule`	FIELD_CUSTOM_VALIDATION_EXCEPTION: Reason required to close
`session-expired`	INVALID_SESSION_ID halfway through the batch
`milestone-violation`	The clock passes the First Response target

Starting data

Start each run from the same records and relationships. The overview below describes the Salesforce Service Cloud starter; use the setup supplied for your workflow when preparing your own snapshot.

Records	Starting setup
cases	50 across New, Working, Escalated and Closed
queues	Tier 1, Tier 2, Billing
entitlements	Standard and Premium with First Response milestones
accounts	15, two with the same name in different regions
escalation rules	1 active rule on Priority High

The record shapes below reuse this world's API field definitions. They show illustrative values and placeholders, not an importable seed. API responses and seed input can differ; include all required records and references in the accepted import format for your workflow.

Case records

Case

Customer issues worked by support agents.

Field	Type	Meaning / relationship
`Id`	id	Case id
`CaseNumber`	string	Auto-numbered label
`Subject`	string	Short summary
`Status`	picklist	New, Working, Escalated or Closed
`Priority`	picklist	High, Medium or Low
`ContactId`	id	Contact who raised it
`OwnerId`	id	Agent or queue

json · illustrative record shape

{
  "Id": "<Case id>",
  "CaseNumber": "<Auto-numbered label>",
  "Subject": "<Short summary>",
  "Status": [],
  "Priority": [],
  "ContactId": "<Contact who raised it>"
}

See case operations

Contact records

Contact

People at customer accounts.

Field	Type	Meaning / relationship
`Id`	id	Contact id
`FirstName`	string	First name
`LastName`	string	Last name
`Email`	email	Email address
`AccountId`	id	Parent account

json · illustrative record shape

{
  "Id": "<Contact id>",
  "FirstName": "<First name>",
  "LastName": "<Last name>",
  "Email": "person@example.test",
  "AccountId": "<Parent account>"
}

See contact operations

CaseComment records

CaseComment

Public or internal notes on a case.

Field	Type	Meaning / relationship
`Id`	id	Comment id
`ParentId`	id	Case id
`CommentBody`	textarea	Comment text
`IsPublished`	boolean	Visible to the customer

json · illustrative record shape

{
  "Id": "<Comment id>",
  "ParentId": "<Case id>",
  "CommentBody": "<Comment text>",
  "IsPublished": false
}

See casecomment operations

Account records

Account

Companies you support.

Field	Type	Meaning / relationship
`Id`	id	Account id
`Name`	string	Account name
`Industry`	picklist	Industry
`OwnerId`	id	Account owner

json · illustrative record shape

{
  "Id": "<Account id>",
  "Name": "<Account name>",
  "Industry": [],
  "OwnerId": "<Account owner>"
}

See account operations

Query records

Query

SOQL queries across any object.

Field	Type	Meaning / relationship
`totalSize`	integer	Total matching rows
`done`	boolean	False if more pages remain
`nextRecordsUrl`	string	Path of the next page
`records`	array	Result rows

json · illustrative record shape

{
  "totalSize": 1,
  "done": false,
  "nextRecordsUrl": "<Path of the next page>",
  "records": []
}

See query operations

See the Salesforce Service Cloud world in the catalog