Case Report: Using Salesforce Native Features to Track Cases
We are always looking for opportunities to stretch the capabilities of native Salesforce features & functionality to increase the ROI for our clients. In this post, we would like to highlight a recently completed project where we did just that.
A client was looking for a means of tracking cases within their Salesforce org and was considering integrating a third-party application as a potential solution. Their initial request was for assistance with this integration, but after a bit of discovery, we were able to provide a solution using only native Salesforce features and steer them away from a costly third-party integration.
Our solution involved utilizing native Salesforce features & functionality which increased the client’s ROI by expanding the functionality of their Salesforce platform.
We created an approval process that allowed for cases to be automatically sent to an approver for manual review or to be automatically approved based on criteria we set within Salesforce. By working closely with the client and utilizing Salesforce’s native automation we were able to route cases that were approved to their appropriate territory based queues for review by the appropriate team on the client’s side. After approval, the cases were then returned to the appropriate team of investment consultants which could continue to manage the case as needed.
A second automation was created to handle communication between an external investment platform and Salesforce which updated the status of the case appropriately based on the information received. Depending on the response from the investment platform the status would update automatically and be either sent for review by a team of investment consultants or trigger a process in which the appropriate paperwork was automatically attached to the case and routed to the appropriate queue.
By utilizing native Salesforce features & functionality, we were able to increase the client’s ROI on their SFDC investment and they were able to avoid purchasing and subscribing to another third-party application. This project is a great example of how you can maximize results using what you have on hand rather than immediately turning towards third-party applications or custom code.