PebblePebble
Product
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Pebble + Salesforce

Agentic support for your hardest Service Cloud cases

Pebble resolves the 30% of cases that are too complex for Agentforce: the ones that need real investigation, not a knowledge-base answer.

Pebble digs through your logs, database, and code, then posts the root cause as an internal Chatter note on the Case before your team even opens it. It even drafts the customer reply, ready to review and send.

Salesforce
Pebble's internal note and linked Jira issue on a Salesforce CaseCasePebbleTo: InternalWHAT IS HAPPENINGWHY IT STARTED TODAYWORKAROUND FOR TODAYSUGGESTED REPLYDetailsPEBBLE STATUSInvestigatingJira Issues(1)SUP-1247In Progressinvestigation attached

It works the case like your best support engineer

When Pebble picks up a case it reads the thread, then investigates the systems where the answers live: your codebase, Sentry, Datadog, GCP and AWS logs, a read-only database connection, past cases, docs, and Slack history.

How it works in three steps

Step 1. Case comes in from your customer. Pebble gets to work, investigating across your systems.

A new Salesforce Case, with Pebble already investigatingCasesCasePebble StatusInvestigatingSSam at Acme· just nowOur Q3 report exports have been failing since this morning.Nothing changed on our end. Can you take a look?Pebble is investigatingCodebaseSentryLogs…DatabasePast CasesNo rep has opened the case yet.

Human-approved by default: nothing goes to a customer until your rep sends it

Pebble writes internal Chatter notes and updates its own status field. In Salesforce there is no customer-facing send path at all — not a setting you have to remember to leave off. The draft reply lives inside the internal note, and your rep reviews, edits, and sends it.

Only internal users can set Pebble going: a flag that arrives from a community or portal login is rejected before any run starts.

When Pebble can't resolve something, it says so: an internal note with what it found and what it needs, or a filed ticket. It does not guess to a customer.

Response mode: internal notes only, with Pebble's guardrails listed — factual, self-contained, high confidence with fallback to an internal note, no promised ETAs or future actions, and an audit note on every action

When it's really a bug, engineering gets the ticket with the investigation attached

Pebble files the Jira or Linear ticket, investigation attached, and opens a GitHub PR ready to review. Engineering starts from a proposed fix, not a one-line escalation.

An engineering ticket filed by Pebble: root cause, cited evidence, and a ready PR with passing checks and a Review PR button

How is Pebble different from Agentforce?

Agentforce answers questions. Pebble investigates problems.

Agentforce resolves the cases your knowledge base already answers. Pebble works the ones it can't: investigating your code, logs, and database, and posting what it finds for your rep to approve. Run both, and an escalation rule splits the queue by setting a field. Run Pebble alone, and it works exactly the same way: flag the case, no Agentforce required.

You decide which cases Pebble touches

Pebble does not barge into every case:

Set Pebble Status to “Ask Pebble”.A packaged picklist field on the Case. Your rep picks the value, the packaged Flow fires, and Pebble goes to work — no new tool for them to learn.
Or let your org set it.Because the trigger is just a field value, anything that can set a field can hand work to Pebble: an escalation rule, an Omni-Channel route, a queue, your own Flow.
You see it get picked up.Pebble writes Investigating back to the same field within seconds, and clears it once the note is posted — so nobody is left wondering whether to wait.
Auto-triage is there if you want it.Optional: Pebble investigates every new case automatically and posts its findings as a note. Off by default, and most teams scope with the field instead.
Pebble settings: the trigger criteria, a dedicated Pebble user for clean note attribution, and response mode with internal notes only

Setup: install the package, connect your sources, flag a case

  1. Install the Pebble package into your org — it brings the Pebble Status field and the Flow that fires on it
  2. Add Pebble Status to your Case page layout, and create a dedicated “Pebble” user for clean note attribution
  3. Connect the org to Pebble over OAuth — production or sandbox, Pebble handles either
  4. Connect investigation sources: GitHub for code, Sentry, Datadog, CloudWatch or GCP for logs, a read-only database, your issue tracker
  5. Flag your first case

Flag one case to see what it does. The more sources connected, the deeper the investigations.

96%
issue close rate
1 in 3
technical tickets resolved without a code change
< 5 min
to root cause
< 25 min
to a fix ready to review

Common questions

Have more specific questions or want to see how it works?

Let's chat.