Triage agent Cross-system context Guardrails Workato-orchestrated

SYNaTRA

Synthetic Triage Assistant

Ticket triage + context engine for Customer Success teams handling complex enterprise accounts. SYNaTRA retrieves and summarizes related Salesforce Cases, Jira issues, and subscription signals into a single, source-attributed response.

Executive summary Key features Architecture Impact

Internal workflow tool; identifiers redacted.

Executive Summary

Why it exists, what it does, and how it stays safe.

The problem

Customer Success teams lose valuable time assembling context across multiple systems.

  • Manual search + re-summarizing slows live customer conversations.
  • Prior fixes, active contracts, and product context are scattered.
  • Inconsistent narratives reduce confidence and first-contact resolution.

The solution

One concise, source-attributed triage response built from Salesforce, Jira, and Snowflake signals.

  • Parses issue text → builds SOQL/JQL/SQL queries → ranks matches → summarizes resolutions.
  • Outputs a Slack/Teams-ready response with evidence references (Case IDs + Jira keys).
  • Guardrails: scoped access, PII masking, no persistence beyond the response.
  • LLM / Agents
  • Retrieval + Summarization
  • Workato
  • Salesforce
  • Jira
  • Snowflake
Key features Architecture

Workflow Overview

High-level view of how SYNaTRA assembles context across systems.

Workato workflow diagram for SYNaTRA
Workato workflow: connectors + steps that assemble the triage response.

Key Features

How SYNaTRA assembles context, searches systems, and stays safe.

Unified customer context

Builds a concise overview with contract/subscription signals and relevant history.

  • Salesforce: Accounts, Cases, Contracts
  • Snowflake: subscription facts (canonical view)

Issue-aware search across systems

Converts issue descriptions into queryable patterns across Salesforce + Jira.

  • SOQL/JQL keyword queries (optional SOSL patterns)
  • Scoped lookback (e.g., last 12 months)

Summaries + scores + next steps

Produces brief resolution summaries with similarity/confidence labeling and evidence references.

  • Source attribution: Salesforce Case IDs + Jira keys
  • Suggested next step in human-usable language

Guardrails + privacy

Built for safe internal use: scoped credentials, PII masking, and no storage beyond the response.

  • Integration-user access patterns
  • Fail-safe messaging when systems are unavailable

System Architecture

How a short issue description becomes a structured triage report.

Flow (high level)

  • Inputs: issue_description + optional customer_identifier (AccountId / ContractId / CustomerId)
  • Customer identification: fuzzy account matching + top candidates if ambiguous
  • Query builder: tokenizes issue text → generates SOQL/JQL (optional SOSL patterns)
  • Record fetch: Salesforce Cases/Contracts + Jira issues + Snowflake subscription data
  • Summarize & score: resolution summaries + similarity/confidence per record and overall
  • Assemble response: one narrative output for Slack / Teams / Workbot

If Salesforce or Jira are unavailable, SYNaTRA fails safely with a user-friendly message.

Architecture Overview

Architecture design for SYNaTRA.

High-level architecture diagram of SYNaTRA
Architecture: Salesforce + Jira + Snowflake + summarization layer → a single triage response.

Impact

Outcome-focused improvements for Customer Success workflows.

Faster time-to-context

  • Reduces manual searching across tools during live customer conversations.
  • Standardizes what “good context” looks like for triage.

Better first-contact resolution

  • Surfaces prior fixes and patterns earlier.
  • Improves consistency of next-step guidance.

Broader context coverage

  • Summarizes relevant Salesforce + Jira history in one response.
  • Includes subscription/contract signals where available.

Safer operations

  • Source attribution reduces ambiguity and “trust gaps.”
  • Guardrails + scoped access patterns fit internal workflows.

Use Cases

Where SYNaTRA fits day-to-day CS workflows.

Account + issue triage

Provide issue text + AccountId → receive relevant history, contract context, and a suggested next step.

Issue-only research

Provide only issue description → ranked likely matches + summaries, even before the customer is confirmed.

CS Ops coaching & playbooks

Use structured outputs to standardize playbooks and coach recurring issue patterns.

Incident context capture

During escalations, generate a fast narrative with the most relevant historical evidence.

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