The Challenge

• Customer requests across platforms are currently fragmented, making it challenging for customer service staff to collect requests. Therefore, the client is looking for a solution that can aggregate all their customer’s inquiries via web, email and phone call, into one central platform.
• The process of collecting requests is relatively manual, and the assignment process for customer service representatives is not standardized, resulting in time-consuming operations. Therefore, there is a desire to automate the assignment process for customer service requests.

The Solution

To assist the customer in resolving the issue, the Salesforce team implemented the following solutions:

• Implement user stories (Visualforce, Lightning Component, Community Lightning Page, Apex Trigger/Batch, Process Builder)
• Configure objects (fields, validation rules), and automation processes according to requirements
• Custom metadata types, and custom settings in Salesforce CRM Platform
• Deployment: Changes Sets, Workbench, Salesforce CLI tool

The Result

• Unified handling of customer inquiries across different platforms results in a smoother and more responsive customer service experience.
• The automation and streamlining of the request collection process reduce turnaround times, ensuring that customer requests are addressed promptly.
• The flexibility of custom metadata types and settings allows for tailored solutions that align with the customer’s unique requirements
• Effective deployment methods lead to improved operational efficiency, saving time and resources.