// Open case (auto-assigned)
await db.doc.update('Case', caseId, {
  Status: 'Open',
  OwnerId: assignedAgentId,
  AssignedDate: new Date()
});

// Start working
await db.doc.update('Case', caseId, {
  Status: 'In Progress',
  FirstResponseTime: new Date()
});

// Resolve case
await db.doc.update('Case', caseId, {
  Status: 'Resolved',
  ActualResolutionTime: new Date(),
  Resolution: 'Reset password link sent. Customer confirmed access restored.',
  ResolutionCategory: 'Technical Support'
});

// Close case
await db.doc.update('Case', caseId, {
  Status: 'Closed',
  ClosedDate: new Date()
});

// Automatic case creation from support@yourcompany.com
{
  Subject: email.subject,
  Description: email.body,
  Origin: 'Email',
  ContactId: findOrCreateContact(email.from),
  AccountId: contact.AccountId,
  Priority: 'Medium',
  Status: 'New'
}

// Trigger: Calculate SLA deadlines
const slaRules = {
  'Platinum': { responseHours: 1, resolutionHours: 4, is24x7: true },
  'Gold': { responseHours: 2, resolutionHours: 8, is24x7: true },
  'Silver': { responseHours: 4, resolutionHours: 8, is24x7: false },
  'Bronze': { responseHours: 8, resolutionHours: 16, is24x7: false },
  'Standard': { responseHours: 24, resolutionHours: 120, is24x7: false }
};

const rule = slaRules[case.SLALevel];

case.ResponseDueDate = addBusinessHours(
  case.CreatedDate,
  rule.responseHours,
  rule.is24x7
);

case.ResolutionDueDate = addBusinessHours(
  case.CreatedDate,
  rule.resolutionHours,
  rule.is24x7
);

// Check for SLA violation
if (now() > case.ResolutionDueDate && case.Status !== 'Closed') {
  case.IsSLAViolated = true;
}

// Trigger: Auto-escalate
if (case.Priority === 'Critical' && !case.IsEscalated) {
  // Immediate escalation for critical cases
  await db.doc.update('Case', case.Id, {
    IsEscalated: true,
    EscalatedDate: new Date(),
    EscalatedToId: await getSeniorSupportManager(),
    EscalationReason: 'Critical priority - automatic escalation'
  });
  
  await sendEscalationNotification(case.Id);
}

// Or escalate on SLA breach
if (case.IsSLAViolated && !case.IsEscalated) {
  await db.doc.update('Case', case.Id, {
    IsEscalated: true,
    EscalatedDate: new Date(),
    EscalatedToId: case.Owner.ManagerId,
    EscalationReason: 'SLA violation - auto-escalated to manager'
  });
}

await db.doc.update('Case', caseId, {
  Resolution: 'Password reset link sent. User successfully logged in.',
  RootCause: 'User forgot password after 90-day mandatory reset policy.',
  ResolutionCategory: 'Technical Support'
});

// Send satisfaction survey after case closure
await sendSatisfactionSurvey({
  caseId: case.Id,
  contactEmail: case.Contact.Email
});

// Customer responds
await db.doc.update('Case', case.Id, {
  CustomerSatisfaction: 'Very Satisfied',
  SatisfactionScore: 5,
  CustomerFeedback: 'Agent was very helpful and resolved issue quickly!'
});

// Input: Case description
"My login is not working. I enter my password but get error: Invalid credentials"

// AI auto-categorization (sets AIAutoCategory field)
{
  AIAutoCategory: 'Technical', // Business category
  // Agent manually sets Type field based on AI suggestion
  Type: 'Problem', // Case type
  Priority: 'High' // Affects user access
}

// AI analyzes case and suggests agent
{
  AISuggestedAssignee: 'john-smith',
  reason: 'John has:
    - 95% satisfaction on password reset cases
    - Lowest current queue (3 cases)
    - Experience with this customer account
    - Available now (not in meeting)'
}

// For case about password reset
{
  AIRelatedKnowledge: ['KB-2026-0015', 'KB-2026-0089', 'KB-2025-0234'],
  articles: [
    {
      id: 'KB-2026-0015',
      title: 'How to Reset Your Password',
      relevance: 98
    },
    {
      id: 'KB-2026-0089',
      title: 'Troubleshooting Login Issues',
      relevance: 85
    }
  ]
}

"Suggested Solution (based on 234 similar cases):

1. Send password reset link to user@example.com
2. Verify email delivery (check spam folder)
3. If link expired, generate new one (valid 24 hours)
4. If still failing, check account status:
   - Is account locked? (unlock required)
   - Is account expired? (reactivate required)

95% of similar cases resolved with Step 1-2.
Average resolution time: 15 minutes."

// Angry customer detected
if (case.AISentimentAnalysis === 'Angry') {
  await db.doc.update('Case', case.Id, {
    Priority: 'High',
    IsEscalated: true,
    EscalatedToId: customerSuccessManagerId
  });
  
  await sendImmediateNotification({
    to: customerSuccessManagerId,
    message: `Angry customer detected: ${case.CaseNumber}`
  });
}

// Submit for review
await db.doc.update('Knowledge', articleId, {
  Status: 'In Review',
  ReviewerId: await getKnowledgeReviewer()
});

// Publish article
await db.doc.update('Knowledge', articleId, {
  Status: 'Published',
  PublishedDate: new Date(),
  UrlName: generateUrlSlug(article.Title) // e.g., 'how-to-reset-password'
});

// Public FAQ
{
  Title: 'How to Reset Your Password',
  Category: 'FAQ',
  Visibility: 'Public',
  RequireLogin: false
}

// Internal troubleshooting guide
{
  Title: 'Advanced Database Troubleshooting',
  Category: 'Troubleshooting',
  Visibility: 'Internal',
  RequireLogin: true
}

// Major update
await db.doc.update('Knowledge', articleId, {
  VersionNumber: 2.0,
  VersionNotes: 'Updated for 2026 product release. Added new section on AI features.',
  LastReviewedDate: new Date(),
  NextReviewDate: addMonths(new Date(), 6) // Review in 6 months
});

// Minor update
await db.doc.update('Knowledge', articleId, {
  VersionNumber: 2.1,
  VersionNotes: 'Fixed typos and updated screenshots.'
});

// View tracking
{
  ViewCount: 1523,
  HelpfulCount: 1289,
  NotHelpfulCount: 45,
  HelpfulScore: 96.6, // (1289 / (1289 + 45)) * 100
  AverageRating: 4.7,
  CasesResolvedCount: 234 // Cases linked to this article
}

// Identify top articles
const topArticles = await db.find('Knowledge', {
  filters: [['Status', '=', 'Published']],
  orderBy: { field: 'HelpfulScore', direction: 'desc' },
  limit: 10
});

// Input: Long article content (2000 words)
// AI Output:
"This article explains how to reset your password in 3 simple steps:
1. Click 'Forgot Password' on login page
2. Check email for reset link (valid 24 hours)
3. Create new password meeting security requirements

Common issues covered: email not received, link expired, account locked."

// For article "How to Reset Password"
{
  AIRelatedArticles: [
    'KB-2026-0089: Troubleshooting Login Issues',
    'KB-2026-0156: Account Security Best Practices',
    'KB-2025-0245: Two-Factor Authentication Setup'
  ]
}

// AI creates vector embedding for semantic search
{
  AIEmbedding: "[0.123, -0.456, 0.789, ...]", // 1536-dimension vector
  AIQAScore: 94 // Quality score for Q&A usage
}

// Semantic search example
const results = await semanticSearch(
  "I can't log in",
  { 
    collection: 'knowledge',
    topK: 5
  }
);
// Returns: "How to Reset Password" (even though query didn't mention "password")

// Customer asks question
const question = "My password isn't working";

// AI retrieves relevant articles
const context = await vectorSearch(question, 'Knowledge');

// AI generates answer
const answer = await aiGenerateAnswer({
  question: question,
  context: context,
  sources: true
});

console.log(answer);
// "To reset your password:
// 1. Click 'Forgot Password' on the login page
// 2. Enter your email address
// 3. Check your email for a reset link
//
// Sources: KB-2026-0015, KB-2026-0089"

// 1. Customer submits case via email
const caseData = {
  Subject: 'Cannot access my account',
  Description: 'I try to log in but it says my password is incorrect',
  Origin: 'Email',
  ContactId: contactId,
  AccountId: accountId,
  Priority: 'Medium',
  Status: 'New'
};

const newCase = await db.doc.create('Case', caseData);

// 2. AI auto-categorizes and assigns
// (Automatic via trigger)
{
  AIAutoCategory: 'Technical',
  AISuggestedAssignee: 'agent-john-smith',
  AIRelatedKnowledge: ['KB-2026-0015', 'KB-2026-0089'],
  AISuggestedSolution: '...',
  AISentimentAnalysis: 'Neutral',
  OwnerId: 'agent-john-smith'
}

// 3. Agent reviews AI suggestions and responds
await db.doc.update('Case', newCase.Id, {
  Status: 'In Progress',
  FirstResponseTime: new Date()
});

await sendEmailToCustomer({
  caseId: newCase.Id,
  template: 'first-response',
  content: 'I\'ve sent a password reset link to your email...'
});

// 4. Agent resolves case
await db.doc.update('Case', newCase.Id, {
  Status: 'Resolved',
  ActualResolutionTime: new Date(),
  Resolution: 'Sent password reset link. Customer confirmed successful login.',
  ResolutionCategory: 'Technical Support',
  RootCause: 'User forgot password',
  LinkedKnowledgeArticleId: 'KB-2026-0015'
});

// 5. Customer satisfaction survey
await sendSatisfactionSurvey(newCase.Id);

// 6. Customer responds (via email link)
await db.doc.update('Case', newCase.Id, {
  CustomerSatisfaction: 'Very Satisfied',
  SatisfactionScore: 5,
  CustomerFeedback: 'Quick response and clear instructions!'
});

// 7. Auto-close after 3 days
await db.doc.update('Case', newCase.Id, {
  Status: 'Closed',
  ClosedDate: new Date()
});

// 8. Update knowledge article stats
await db.doc.update('Knowledge', 'KB-2026-0015', {
  CasesResolvedCount: increment(1)
});

// 1. Create draft article
const article = await db.doc.create('Knowledge', {
  Title: 'How to Reset Your Password',
  Category: 'FAQ',
  SubCategory: 'Account Access',
  Tags: 'password, reset, login, access',
  Summary: 'Step-by-step guide to reset your password',
  Content: `
    # How to Reset Your Password
    
    If you've forgotten your password, follow these steps:
    
    ## Step 1: Navigate to Login Page
    Go to https://app.hotcrm.com/login
    
    ## Step 2: Click "Forgot Password"
    Below the login form, click the "Forgot Password?" link
    
    ## Step 3: Enter Email Address
    Enter the email address associated with your account
    
    ## Step 4: Check Your Email
    You'll receive a password reset link within 5 minutes
    
    ## Step 5: Create New Password
    Click the link and create a new password that meets requirements:
    - At least 8 characters
    - One uppercase letter
    - One number
    - One special character
    
    ## Troubleshooting
    - **Didn't receive email?** Check spam folder
    - **Link expired?** Generate a new reset link (valid 24 hours)
    - **Account locked?** Contact support@hotcrm.com
  `,
  Status: 'Draft',
  Visibility: 'Public',
  RequireLogin: false,
  AuthorId: currentUserId
});

// 2. AI generates summary and embeddings
// (Automatic via trigger)
{
  AIGeneratedSummary: '...',
  AIEmbedding: '[0.123, -0.456, ...]',
  AIQAScore: 92
}

// 3. Submit for review
await db.doc.update('Knowledge', article.Id, {
  Status: 'In Review',
  ReviewerId: knowledgeManagerId
});

// 4. Reviewer approves
await db.doc.update('Knowledge', article.Id, {
  Status: 'Published',
  PublishedDate: new Date(),
  UrlName: 'how-to-reset-password',
  NextReviewDate: addMonths(new Date(), 6)
});

// 5. Article gets views and feedback
// (Tracked automatically)
{
  ViewCount: 1523,
  HelpfulCount: 1289,
  NotHelpfulCount: 45,
  HelpfulScore: 96.6,
  CasesResolvedCount: 234
}

// 6. Periodic review
await db.doc.update('Knowledge', article.Id, {
  LastReviewedDate: new Date(),
  NextReviewDate: addMonths(new Date(), 6),
  VersionNumber: 1.1,
  VersionNotes: 'Updated screenshots for new UI'
});