Salesforce Community ( Experience) Cloud Implementation

Client:

The Client is a video game and software development company based in USA.

Requirement:

• To build an environment where developers and gaming users can collaborate, communicate, and share the insights via central platform.
• Members of this global community rely on their portal as a vital source of technical and professional information, resources, and services. For several years, this group used the previous Salesforce Partner Portal system as their central access point, but it did not include features that would allow them to extend their use of the Salesforce platform. They started to consider other ways to organize and manage their communications to better serve their members.
• Members of this global community rely on their portal as a vital source of technical and professional information, resources, and services. For several years, this group used the previous Salesforce Partner Portal system as their central access point, but it did not include features that would allow them to extend their use of the Salesforce platform. They started to consider other ways to organize and manage their communications to better serve their members.

Solution Delivered:

• We developed Single-Sign On to simplify and standardize the user authentication.
• Case Management has helped them managing the case separately and enabled them for auto case management based on the given criteria. This has improved case resolution time drastically.
• Case survey was built by us so that they can get the feedback.
• Articles and Knowledge base was quite essential which allows the users to get tailor-made solutions without looking after the support.

Delivered Results:

The implementation of Single Sign-On simplified user authentication by allowing seamless access to multiple applications. Case Management improved efficiency through separate case handling and automated resolution based on criteria, significantly reducing case resolution time. Additionally, the integration of Case Surveys and a Knowledge Base enhanced user experience by gathering feedback and providing tailored solutions, reducing support dependence.