- Our Work
- Manufacturing
Service Cloud for a service team split across the US and EU
A public case form, regional routing and case lifecycle automation in a small first phase, then warranty, entitlements and SLAs in the second.
The problem
Customers and dealers had no structured way to submit a support case. Requests were triaged by hand before reaching the US or EU team, agents sent their own acknowledgement and closure emails, and case status depended on someone remembering to update it.
The client wanted structure without buying a large implementation up front.
The approach
We agreed an à la carte first phase: four workstreams picked from a longer list, with the rest written down as later options. I built in a sandbox, ran UAT with the service team, and deployed with a validate-then-quick-deploy script and a rollback script beside it.
What I built
- A custom Lightning Web Component case form on a public Experience Cloud page, with a honeypot, server-side reCAPTCHA verification and find-or-create contact matching
- US and EU queues with assignment rules, and region-aware sender and reply-to addresses held in custom metadata
- Six Flows covering acknowledgement, waiting on customer, revert, auto-resolve, auto-close and reopen
- An automated end-to-end browser test suite for the public form
- Phase 2, built and signed off in sandbox: warranty terms as versioned metadata, entitlement sync, coverage shown on the case, four SLA processes on regional business hours, and 30 Knowledge articles written from the client’s fault-code document
Outcome
- Cases route themselves to the right regional team, with no manual triage.
- Six automated steps carry a case from acknowledgement to closure.
- Live in a single deployment, with warranty and SLA tracking following in stages.
Next step
Tell me what is stuck.
A first conversation is 30 minutes with the person who would do the work. You will leave knowing whether I am the right fit and roughly what it would take.