Your support team creates Cases all day. Some are routine questions. Some are ticking time bombs from customers about to file BBB complaints, post negative reviews, or cancel contracts. The problem? They all look the same in the queue.

This tutorial shows you how to add automatic risk scoring to every new Salesforce Case using the RiskDetect API. When a Case is created, an Apex trigger sends the description to our AI analysis endpoint and stores the result as a Risk Assessment record linked to the Case.

How It Works

New Case created
→
Apex trigger fires
→
API analyzes text
→
Risk Assessment saved

The trigger uses @future(callout=true) so it runs asynchronously. Case creation isn't slowed down at all. The risk score appears on the record within a few seconds.

What You'll Build

Skip the build?

If you want all of this pre-built and ready to install, the RiskDetect Salesforce package includes everything in this tutorial plus email triggers, task triggers, an account-level dashboard, and a permission set. Install in under 10 minutes.

Step 1: Create the Custom Object

First, create a custom object to store risk assessment results.

Setup > Object Manager > Create > Custom Object

Label:          Risk Assessment
Plural Label:   Risk Assessments
Object Name:    Risk_Assessment
Record Name:    Risk Assessment Name (Auto Number: RA-{0000})

Fields:
  Risk_Score__c       Number(3, 0)    - Score from 0-100
  Risk_Level__c       Picklist        - low, medium, high, critical
  Signals__c          Long Text Area  - Detected risk signals
  Summary__c          Long Text Area  - AI-generated summary
  Source_Type__c      Picklist        - case, email, call, task
  Source_Text__c      Long Text Area  - Original analyzed text
  Related_Case__c     Lookup(Case)    - Link back to source Case
  Related_Account__c  Lookup(Account) - Link to Account

Step 2: Create the Service Class

This Apex class handles the API call and stores results.

RiskRadarService.cls

public class RiskRadarService {

    private static final String API_URL = 'https://riskdetect.app/api/analyze';

    @future(callout=true)
    public static void analyzeInteraction(
        String text, String sourceType,
        Id relatedCaseId, Id relatedAccountId
    ) {
        HttpRequest req = new HttpRequest();
        req.setEndpoint(API_URL);
        req.setMethod('POST');
        req.setHeader('Content-Type', 'application/json');

        Map<String, Object> body = new Map<String, Object>{
            'text' => text,
            'type' => sourceType
        };
        req.setBody(JSON.serialize(body));

        Http http = new Http();
        HttpResponse res = http.send(req);

        if (res.getStatusCode() == 200) {
            Map<String, Object> result =
                (Map<String, Object>) JSON.deserializeUntyped(
                    res.getBody()
                );

            Risk_Assessment__c assessment = new Risk_Assessment__c(
                Risk_Score__c = (Decimal) result.get('score'),
                Risk_Level__c = (String) result.get('risk_level'),
                Signals__c = JSON.serialize(result.get('signals')),
                Summary__c = (String) result.get('summary'),
                Source_Type__c = sourceType,
                Source_Text__c = text.left(131072),
                Related_Case__c = relatedCaseId,
                Related_Account__c = relatedAccountId
            );
            insert assessment;
        }
    }
}

Why @future?

Salesforce doesn't allow HTTP callouts from trigger context directly. The @future(callout=true) annotation runs the method asynchronously, which means the API call happens in a separate transaction. The Case saves instantly. The risk score appears moments later.

Step 3: Create the Trigger

CaseRiskTrigger.trigger

trigger CaseRiskTrigger on Case (after insert) {
    for (Case c : Trigger.new) {
        String text = '';
        if (c.Subject != null) text += c.Subject + '\n';
        if (c.Description != null) text += c.Description;

        if (String.isNotBlank(text)) {
            RiskRadarService.analyzeInteraction(
                text, 'case', c.Id, c.AccountId
            );
        }
    }
}

That's it. Every new Case with a description now gets automatically scored.

Step 4: Add the Remote Site Setting

Salesforce requires you to whitelist external API endpoints before making callouts.

  1. Go to Setup > Remote Site Settings
  2. Click New Remote Site
  3. Set the name to RiskDetect_API
  4. Set the URL to https://riskdetect.app
  5. Check Active and click Save

Step 5: Test It

Create a new Case with this description:

This is unacceptable. I've called three times about this issue 
and nobody can give me a straight answer. If this isn't resolved 
by end of week, I'm filing a BBB complaint and leaving reviews 
on every platform I can find.

Wait 5-10 seconds, then check the Risk Assessments related list on the Case. You should see:

Now create a second Case with a normal question:

Hi, could you send me a copy of my latest invoice? Thanks!

This should score 5-15 with a "low" risk level. The system correctly differentiates between routine requests and escalation risks.

Going Further

Add email and call transcript triggers

The same pattern works for EmailMessage and Task objects. When an inbound email arrives or a call log is saved, fire the same analyzeInteraction method. The full RiskDetect package includes these triggers pre-built.

Build an account-level dashboard

Create a Lightning Web Component that queries all Risk Assessments for an Account, shows aggregate stats, and highlights the highest-risk interactions. This gives CSMs a single view of account health based on real communication signals.

Set up Slack alerts for critical scores

Add a check in the service class: if the score is above 70, use the RiskDetect Alert API to send a Slack notification to your CS channel. Critical risks get surfaced in seconds, not the next morning.

Want all of this pre-built?

The RiskDetect Salesforce package includes triggers for Cases, Emails, and Tasks, plus an account dashboard, score badges, and a permission set. Install in under 10 minutes.

View Install Guide

Key Takeaways