Salesforce Hive support case research agents
Salesforce support engineers use Hive agents to research MuleSoft cases across scattered knowledge sources in under a minute.
Author: MuleSoft
What was done
Salesforce built Hive with MuleSoft Agent Fabric to help MuleSoft support engineers answer customer questions without manually searching more than a dozen systems. Each source is exposed as an MCP server, while an Agent Broker routes each question to the right source or specialized agent and returns an answer with links to the underlying material. The workflow is available in Slack and coding tools for case research, live customer chats, documentation lookup, known-issue search, and troubleshooting. MuleSoft reports wait time for research dropped from hours to under one minute, with about 80 global hours saved per day on querying and a 30% increase in cases resolved per engineer daily.