Project Overview
This project involved creating a complete Service Cloud implementation for a technology company handling thousands of customer support cases monthly. The solution required custom case management, knowledge base integration, and intelligent routing capabilities.
Solution Architecture
I designed a scalable Service Cloud solution that automated case assignment based on product expertise, case priority, and agent workload. The implementation included custom Lightning Web Components for case management dashboards and real-time analytics.
Key Features
- Intelligent Case Routing: Automated case assignment using custom Apex logic and assignment rules
- Knowledge Base Integration: Seamless integration with internal knowledge management systems
- Custom Dashboards: Built interactive LWC dashboards for case analytics and team performance metrics
- Automated Workflows: Configured Salesforce Flows for case escalation, SLA tracking, and customer notifications
- Mobile Optimization: Ensured all custom components were mobile-responsive for field service teams
Technical Highlights
The solution leveraged Platform Events for real-time case updates, implemented custom Apex REST services for external system integration, and utilized Salesforce Shield for enhanced security and compliance requirements.
Impact
The implementation reduced average case resolution time by 35%, improved first-contact resolution rates, and significantly enhanced customer satisfaction scores. The automated routing system ensured cases reached the right experts faster, improving overall service quality.