How Thunai Brain Maps Enterprise SOPs and Product Details From Salesforce for a Fortune 100 Retailer

• Industry: Retail
• Company Size: 10,000+
• Headquarters: United States
• Agents Used: Thunai Omni, Thunai Brain, Thunai MCP

Client Overview

Our client is a Fortune 100 MRO retailer and distributor for facility managers, property operators, and procurement teams across the United States.

Their operations run on a large and constantly updated library of SOPs, product details, and warranty information spread across Salesforce and separate internal documents.

The client needed one place to bring all of this together, map the relationships between documents, and separate sensitive data from general agent access.

The Challenges: Disconnected Knowledge, No Document Relationships, Unprotected Sensitive Data

The volume of operational knowledge the team worked with daily was growing faster than agents could keep up with, which led to the issues covered below:

• No Single View of Operational Knowledge: SOPs, product specifications, and warranty details were spread across Salesforce and separate documents. Agents had no way to confirm whether the information they landed on was current or contradicted by something sitting elsewhere.
  
• No Visibility Into How Information Related: Documents covering the same product or policy had no mapped relationship to each other. Agents had no way to tell which ones supported each other or which ones conflicted. Meaning, the team regularly worked from partial information without knowing it.
  
• Sensitive Customer Data Was Not Separated: Payment details, delivery addresses, and personal customer information sat within the same knowledge base, all agents could access - not reliable for data privacy compliance.

Our Intelligent Solution

We connected Thunai Brain directly to the client's Salesforce database through Thunai MCP. SOPs, product details, warranty information, and customer data are fed into Thunai Brain automatically, where the system organises, maps, and governs every document from one place.

• Knowledge Graph Mapping Across All Documents: Thunai Brain built a knowledge graph across every SOP, product specification, and warranty document pulled from Salesforce. The system mapped relationships between documents, flagging which ones supported each other, overlapped, or conflicted.
  
• Contradiction Detection and Learning Sets: Where Thunai Brain detected conflicting guidance, the system surfaced those contradictions side by side for review. Administrators logged the correct resolution, and the platform automatically built a Learning Set from that decision (These can be created manually as well if required).
  
• Continuous Updates From Salesforce via Thunai MCP: As product details, warranty terms, and SOPs were updated in Salesforce, Thunai Brain pulled in those changes automatically. As updates entered Salesforce, Thunai Brain continuously monitored for new inconsistencies and immediately flagged contradictions for review. Otherwise, this problem could remain undetected indefinitely.
  
• Sensitive Information Management Using Thunai SafeMind: Payment information, delivery addresses, and other sensitive personal data were managed in the Thunai Brain through Safe Mind technology. Safe Mind enforces role-based access controls, making sure sensitive customer information is accessible only to authorized personnel.

Conclusion

Agents work with a knowledge base where document relations have already been mapped, and any contradictions have been identified before they lead to any issues.

In this process, the confusing, busy work like cross-referencing multiple sources has been removed from the everyday business routine.

Safe Mind helps make sure sensitive customer information stays protected without any manual access controls for the team to manage.  

Also, the support team now operates from a knowledge base they can rely on.