Demo / Data & sources
Data and sources
What is live, what is fictional, and what is simulated. Every answer the demo gives traces to one of the sources on this page.
At a glance
| Component | Demo status |
|---|---|
| Salesforce connection | Live queries on every call |
| Customer and order records | Fictional |
| Policy knowledge | Retrieved live by the demo |
| Carrier tracking and temperature readings | Simulated |
Salesforce Live
A real Salesforce org, queried live over authenticated API access on every call. Identity, prescriptions, order status, and open cases come from here. Change a record and the next call reflects it. The records describe Acme Pet Pharmacy, a fictional business, and no real person.
Contact
Used for: identifying the caller by phone number, addressing them by title and last name, and telling a pet owner from a prescriber.
Fields read
NameSalutationLastNamePhoneCustomer_Type__cPortal_Type__cAccountId
Prescription
Used for: answering “where is my order?”, judging whether a processing order is on track or overdue, and reporting refills remaining and auto-refill status.
Fields read
Pet_Name__cMedication__cDosage_Form__cRefills_Remaining__cAutoRefill__cLast_Order_Status__cTracking_Number__cCold_Chain__cOrder_Date__c
Case
Used for: recognizing an existing issue the caller mentions. Open cases only.
Fields read
CaseNumberSubjectStatusDescription
Access is read-only through fixed query templates. The tools never write to Salesforce.
Policy knowledge base Live
Policy articles the agent retrieves during the call: prescription refills and veterinarian authorization, controlled substances, compounded medications, standard and cold-chain shipping, order status and processing time, returns, account management, and the boundaries on dosing advice. For order timing, the processing-time policy (compounded medications typically ship within five business days) is compared with the order date in code to decide whether an order is on track or overdue. The judgment is a calculation on the record, not a guess and not a fixed sentence.
Shipping carrier Simulated
The one simulated source. The carrier tool returns canned tracking for the demo’s tracking numbers: status, city, expected time, and a cold-chain indicator. The shipment dates it reports are fixtures and are labeled as examples wherever they appear on this site. The tool interface matches a live carrier integration; a production carrier adapter keeps that interface while mapping and validating the selected provider’s responses.
What the scenarios exercise
| Element | Covered by |
|---|---|
| Owners and prescribers | Four fictional pet owners and two fictional veterinarians |
| Order status: shipped, delivered, processing | Bailey (shipped); Luna (delivered and processing); Biscuit and Ziggy (processing) |
| On track versus overdue | Processing orders judged against the five-business-day policy from their order dates |
| Cold chain: normal versus excursion | Bailey’s insulin (normal) versus Ziggy’s insulin (excursion, safety warning) |
| Refills: available versus none left | Bailey’s Enalapril and Ziggy’s methimazole have no refills left |
| Controlled substances | Prescriber calls retrieve the controlled-substance policy and route to the prescriber queue |
| Open cases | Sarah Mitchell’s open case is surfaced when she refers to it |
| Identification edge cases | A number shared by two records; a caller not on file who gives the account phone number |
What changes for your environment
We map your Salesforce objects, configure authenticated access, define caller lookup and verification requirements, connect your policies and queues, and test the target workflows. The processing-time window and the overdue threshold are yours to set. The demo’s lookup, policy, and routing logic carries over; the records, policies, and carrier are replaced with yours.