Search Salesforce case history to find precedent for specialised or unusual activity requests.
When you encounter a specialised or unusual activity type — crypto exchanges, DAOs, non-custodial wallets — the written SOP may not capture every nuance. Searching previous Salesforce case records through Glean can help you see how similar requests were actually handled, what additional documents were required, and which external regulators were involved.
This approach helps you set accurate expectations and avoid missing requirements, and may identify when the written SOP needs updating.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
Open Glean and search for the activity type or a close equivalent, e.g. non-custodial wallet activity requirements.
Review the SOP-level answer Glean provides first, to confirm the baseline written requirement.
Ask a follow-up question specifically targeting case history: Show me previous cases involving this activity type and how they were resolved.
Review the Salesforce case records Glean surfaces, noting any additional documents or approvals that were required beyond the written SOP.
If precedent differs from the written SOP, flag this to your manager — it may mean the SOP needs updating, or the case had unique circumstances worth documenting.
You receive a specialised activity request for a DAO (decentralised autonomous organisation). 1. Search Glean: "DAO activity requirements" 2. Glean returns the baseline SOP: [hypothetical example: proof of governance structure, token distribution plan, smart contract audit]. 3. Follow-up query: "Show me previous cases involving DAO activity and how they were resolved." 4. Glean surfaces [N] Salesforce cases: - Case [SF-XXXXX]: [hypothetical: required additional legal opinion on token classification]. - Case [SF-YYYYY]: [hypothetical: external regulator requested supplementary AML controls documentation]. 5. You note both cases required documents beyond the written SOP. 6. You flag to [your manager] that the DAO SOP may need updating to reflect these additional requirements.
Find previous Registry cases involving [activity type, e.g. crypto exchange or DAO]. Summarise what documents were ultimately required and which external regulator, if any, was involved.
Search email and Teams history to get fully briefed on a case before meeting with Compliance or other departments.
Compare written SOPs against how cases were actually processed to identify gaps between documented procedure and real practice.