WeDid: Salesforce Customer Community for Self-Help Portal

Challenges

A software company needs an one stop support portal for their customer. Currently, support tickets are being raised via email and website only. Ideally, they would like to open up the knowledge base access to their customer so that they can search and resolve their issue.

 

Solution:

Implement Service Cloud as a console for Support Engineer. The customer can logins to customer community to raise a support ticket, find knowledge base and raise their question via chatter answer. The premium customer can even have access for a live chat.

Related Objects Case, Article
Components Customer community
Service Cloud implementation
Entitlement Management
Chatter Answer
Knowledge Base
Live Agent
Email to Case
Web to Case
Complexity High