Service Cloud Automation & Case Management
Challenge
At the start of the project, a large backlog of unresolved cases had built up that the service team could no longer keep pace with. The process needed to stay human while running with the greatest possible technical support.
My Role & Solution
- Developed automations to relieve the service team
- Built tailored custom components
- Optimized the case management process while preserving personal contact
- Delivered with Apex and LWC in a clean DevOps pipeline