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SYNaTRA — Synthetic Triage Assistant

Workato-orchestrated Customer Success triage across Salesforce, Jira, and Snowflake.

Primary users: CS Ops, CSMs, and Customer Success Representatives (internal use only).

The Problem

Customer Success teams lose valuable time piecing together context across Salesforce, Jira, and subscription systems. Manual searches, inconsistent summaries, and scattered historical resolutions increase time-to-context and slow first-contact resolution. Critical information such as active contracts, product mix, and prior fixes is often buried across tools, making live customer conversations harder than they need to be.

The Solution

SYNaTRA is a synthetic triage assistant that retrieves and summarizes customer history from Salesforce Cases, Jira Tickets, and Snowflake subscription data into a single, concise view. It parses an issue description, searches across systems using SOQL, JQL, and SQL, scores the similarity and confidence of matches, and returns an actionable, formatted triage summary ready to use in real time during Slack, MS Teams, or Workbot conversations.

Workato Workflow diagram of SYNaTRA the SYNthetic TRiage Assistant
Workato Workflow diagram of SYNaTRA the SYNthetic TRiage Assistant Salesforce, Jira, Snowflake, and LLM skills into a single triage response.

Key Features

How SYNaTRA assembles context, searches systems, and keeps data safe.

UC

Unified Customer Context

Searches Salesforce for Accounts, Cases, Contracts, and Subscriptions, and Snowflake for subscription details, then builds a concise customer overview with active plans, status, and total MRR.

Data sources: Salesforce (Case, Contract, Account), Snowflake subscription tables.
IS

Issue-Aware Search Across Systems

Converts short issue descriptions into keyword strings and constructs SOQL and JQL queries. Searches Salesforce Cases and Jira issues (DSSD, DS, COPS) for relevant historical tickets within a 12-month window.

Tech: SOQL, JQL, optional SOSL.
SS

Summaries, Scores, and Next Steps

For each Salesforce Case and Jira issue, SYNaTRA generates ≤150-word summaries of historical resolutions, adds confidence and similarity scores, and labels records with source references (e.g., SF-Case-12345, JIRA-6789). It then proposes the next best action in friendly, live-usable language.

GR

Guardrails, Access Rules, and Safety

Uses integration-user credentials for Salesforce and Jira, masks PII (emails, phone numbers, tokens) in summaries, and avoids any persistent storage beyond the current response. Designed for internal use only.

System Architecture

How SYNaTRA orchestrates connectors and skills into a triage report.

SYNaTRA orchestrates multiple connectors and skills to transform a short issue description into a structured triage report:

  • Inputs: issue_description (free text) and optional customer_identifier (AccountId, ContractId, CustomerId).
  • Customer Identification: Salesforce account search skill with fuzzy matching and top-5 candidates when only a name is provided.
  • Keyword & Query Builder: Tokenizes issue text and builds JQL and SOQL/SOSL keyword queries.
  • Record Fetching: Salesforce Cases & Contracts, Jira tickets, Snowflake subscription data (12-month lookback).
  • Summarization & Scoring: Resolution summaries with similarity and confidence metrics at record and overall result levels.
  • Insight Assembly: Final message composed into a readable chat response for Slack, MS Teams, or Workbot.

If Salesforce or Jira are unavailable, SYNaTRA responds with a user-friendly error: “I couldn’t reach Salesforce or Jira right now — please try again shortly or check your connection settings.”

High-level architecture diagram of the SYNaTRA synthetic triage assistant
High-level view of how SYNaTRA orchestrates Salesforce, Jira, Snowflake, and LLM skills into a single triage response.

Impact & Results

Targeted outcomes for Customer Success teams.

Time-to-context

50% reduction in average time-to-context for CS Ops and CSMs.

FCR uplift

Improved first-contact resolution rate by surfacing prior fixes faster.

Breadth of context

Up to 100 Salesforce cases and 100 Jira issues summarized per request.

Execution window

Maximum runtime ≤ 5 minutes for full triage execution, with no data persisted.

Use Cases

Where SYNaTRA fits day-to-day CS workflows.

AT

Account + Issue Triage

A CSM provides an issue description and an AccountId. SYNaTRA identifies recent Salesforce Cases and Jira tickets, summarizes resolutions, retrieves active contracts and products, and returns a complete context package for live customer calls.

IR

Issue-Only Research

When only a short issue description is available, SYNaTRA searches Jira and historical Salesforce Cases using keyword-based queries. It ranks and summarizes likely matches and proposes next steps, even before a specific customer is identified.

CP

CS Ops Coaching & Playbooks

CS Ops teams use SYNaTRA’s structured outputs—customer overview, case list, Jira issue list, and suggested actions—to design standard playbooks and improve coaching for handling recurring issue patterns.

Get in Touch

Interested in creating your own internal Customer Success? Email Sarah at Sarah.Brown@naturallylogical.com

Note: Access is restricted to internal employees; operational details and PII are guarded and not persisted.