A global EdTech company providing online learning programs
Salesforce Service Cloud and Experience Cloud solution for a global EdTech company
Overview & Strategic Context
1 Year
Dedicated
Service Used
Salesforce Service Cloud
Client / Product:
A global EdTech company providing online learning programs.
Domain:
Education • Customer Support • Student Engagement
Core Value Proposition:
Provide students and instructors with self-service support and real-time case resolution using Salesforce Service Cloud.
Enable knowledge sharing through a centralized Salesforce Knowledge Base.
Scale customer service to handle thousands of support requests per day via Experience Cloud.
Strategic Objectives:
Improve student support response time from 48 hrs → under 6 hrs.
Reduce email support dependency by 50% through self-service portal.
Provide instructors with a unified Service Console for cases, chats, and escalations.
Build a secure and scalable Experience Cloud community for students.
Suggested Screenshot:
Service Cloud Console UI with Cases, Knowledge, Omni-Channel widgets.
2. Problem Statement
The EdTech client faced major support challenges before the Salesforce Service Cloud implementation:
Student queries arrived only via email/phone — no self-service capability.
Limited visibility into student issues and escalations.
Knowledge articles scattered across PDFs and emails.
No automated case routing → high SLA breaches.
No student community portal for peer-to-peer support.
No dashboards or reporting for leadership.
Suggested Screenshot:
Dashboard showing high SLA breach % before Salesforce.
3. Our Solution (Salesforce Service Cloud + Experience Cloud)
This section focuses on Salesforce digital transformation for customer support.
For Agents (Service Cloud):
Implemented Omni-Channel Routing to auto-assign cases based on priority and agent skills.
Built a 360° Student View using Service Console.
Integrated Email-to-Case & Web-to-Case to streamline ticket creation.
Configured Case Escalation Rules & Entitlements for SLA management.
For Students (Experience Cloud):
Launched a branded Student Community Portal.
Enabled Knowledge Articles for self-service.
Added authenticated Case Creation Form.
Enabled peer-to-peer communication via Chatter/Discussions.
Automation & Analytics:
Built Record-Triggered Flows for case prioritization (Urgent > High > Medium > Low).
Implemented Einstein Bots for 24×7 automated support.
Built dashboards for SLA, case volume, agent performance.
Suggested Screenshots:
Student Community Portal
Case + SLA Milestones
Knowledge Article page
4. Team Structure
1 Project Manager / Scrum Master
1 Salesforce Solution Architect
2 Service Cloud Developers
1 Community Cloud Developer
1 QA Engineer
1 Business Analyst
5. Technology Stack
Salesforce Products Used:
Service Cloud
Experience Cloud
Knowledge Base
Omni-Channel Routing
Einstein Bots
Integrations:
Twilio (SMS notifications)
Slack (case collaboration)
AWS S3 (document storage)
Automation:
Salesforce Flows (Assignment, Escalation)
Apex for advanced logic
Security:
Role-based access
Single Sign-On (Azure AD)
Suggested Screenshot:
Omni-Channel setup inside Service Console.
6. Outcomes
The Salesforce Service Cloud implementation delivered measurable results:
Response time reduced from 48 hrs → 4 hrs average.
40% of student queries deflected via Knowledge Base + Community Portal.
Omni-Channel + Flows increased routing accuracy by 60%.
CSAT improved from 70% → 90%.
Support cost reduced by 30% via self-service automation.
Built scalable platform for 1M+ global students.
Suggested Screenshots:
Case SLA dashboard • Service Console UI
Upgrade Your Customer Support with Salesforce
Empower your business with faster response times, smarter automation, and a seamless customer experience. Our Salesforce experts help you build a scalable, high-performance support system tailored to your goals
Salesforce Service Cloud FAQs
At Codevian Technologies, we answer the most common Salesforce questions to help businesses make informed decisions. If your question isn’t listed, our experts are always available to assist you.
Contact Us →Salesforce Service Cloud improves customer support with automation, Omni-Channel routing, and unified case management. Codevian Technologies tailors these features for maximum efficiency.
Experience Cloud enables self-service portals, community features, and knowledge access. Codevian builds branded portals to reduce support load and improve engagement.
Yes. Salesforce automates workflows using Flows, Omni-Channel, and Einstein Bots. Codevian Technologies builds automation systems customized for your business.
A typical implementation takes 4–10 weeks depending on features. Codevian follows an agile delivery model for faster go-live.
Yes. Codevian provides Service Cloud, Experience Cloud, automation flows, integrations, and full Salesforce customization tailored to your needs.
