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Comprehensive Salesforce transformation for sales & support operations

The customer’s business was expanding rapidly, and they aimed to evolve their Salesforce environment to handle complex and frequently changing business processes and to enhance the customer support experience. Itransition performed comprehensive customization of the existing setup to meet the customer’s unique requirements and implemented an integrated customer support and knowledge base portal with advanced case routing and self-service capabilities.

40%

faster issue resolution

30%

increase in first-contact resolution rate

25%

reduced agent workload

30%

faster case assignment

All technologies used

Salesforce

Engagement model

Dedicated team

About the customer

Our customer is an international provider of IT solutions designed to ensure data security, operational continuity, and compliance for businesses worldwide.

Industry

Software & Hi-tech

HQ

EMEA

Company type

Private

The challenge

The customer was undergoing rapid business growth and encountered several challenges:

  • Complex and frequently changing business processes requiring extensive customization across Salesforce Sales and Service clouds to fit the customer’s unique workflows
  • Multiple disconnected platforms – forums, knowledge base, and inquiry submission – without a unified solution, which created a fragmented experience for end users.
  • Legacy support portal lacking advanced functionality such as live chat and modern self-service options

The solution

At a glance

Itransition carried out extensive customization of Salesforce Sales and Service applications to support daily activities and business processes. We also implemented an integrated customer support and knowledge base portal with advanced case routing and self-service capabilities.

Sales & Service cloud customization

To fully support the customer's operations and business processes, our team performed comprehensive customization of the Salesforce Sales and Service apps. We focused on aligning Salesforce functionality with the operational requirements of the sales and support teams, while ensuring scalability for future needs.

Our activities included analyzing current workflows, identifying gaps, and defining the necessary extensions within Salesforce. Specifically, our team:

  • Designed and implemented complex approval processes
    to reflect real decisionmaking scenarios in Sales and Service apps
  • Introduced advanced calculation logic
    in opportunities to automate routine evaluations and reduce manual effort
  • Designed the architecture for new custom objects
    including establishing their relationships, dependencies, and data flow within the system

Support portal & knowledge base implementation

Itransition implemented a Salesforce-based support portal as a single-entry point for the customer’s clients. The new portal provided:

  • Comprehensive case management
    Users could create new requests, get help through live chat, view all past and current cases, check statuses with detailed information, access related emails, etc.
  • Integrated knowledge base
    Designed as an integral part of the support portal, it offers structured searchable self-service content, including articles and tried-and-true solutions.

As the customer had unique workflows, this project stream required extensive customization. To deliver required features and enable specific workflows, we developed custom components leveraging LWC and Flow. Examples include:

Dynamic ticket submission form
  • Dynamic product dropdowns with hiding or showing specific products
  • Product suggestions and form pre-filling based on user type (customer, partner, guest)
  • Dynamic fields and checkboxes based on case importance
  • File attachments directly from the form
  • Recommended knowledge base articles displayed during issue submission
Case assignment logic

Implemented an automated case distribution system (Round Robin) with custom logic in Salesforce Flow for even workload distribution and precise case assignment and reassignment based on complexity and agent availability

Chat functionality with intelligent routing
  • Implemented chat across the support portal and integrated it into other customer portals
  • Created routing logic with support agents matched by product expertise, geography/language, and availability
  • Automatically creating a ticket if no agent was available
AI-powered chat enhancements
  • Integrated an Einstein bot into the chat to address user issues and suggest relevant articles based on the request. If the suggested articles do not resolve the problem, the bot prompts the user to connect with a live agent (if available) or automatically creates a support request
  • Extended bot capabilities by leveraging OpenAI to generate concise snippets from relevant knowledge base articles and detect the client’s language for intelligent request routing
Knowledge base
  • Custom structure to organize, group, and visualize existing categories on the portal
  • Custom filtering and categorization for better navigation
  • Advanced search functionality, including phrase-based search, keyword search, OR/AND logic, etc.
Single Sign-On (SSO)

Enabled SSO across the support portal and other customer resources, including partner portal, internal platforms, LMS systems, etc. We applied the custom Apex logic to align with the company’s organizational structure and specific entity relationships

The outcome

Itransition created a highly customized Salesforce environment aligned with unique operational requirements of the customer’s sales and support teams and the company’s ever-evolving business processes, as well as delivered a unified Salesforce-based support portal with advanced case routing features and AI-powered live chat. This resulted in the following improvements:

01

Increased scalability of Salesforce-based solutions

02

Enhanced employee productivity

03

Improved end-client experience