Salesforce Case Implementation
The past month I have been working on a project at work to implement Salesforce Cases. It has been a fabulous project to test my Salesforce Service Cloud skills. I have enjoyed putting together the screens, reports, dashboards & automating processes via Flow. This past Thursday, the project went live with over 150 Call Center agents. We have had several new enhancements come in since go-live. I have tried to be very responsive to their needs & get things done quickly. Some items that I learned by working on this project:
- I love building things in Salesforce. This project reminded me how much I enjoy customizing screens and creating Flows.
- It was challenging not to be able to train end users on the new process. The company I work for has specific trainers who handle all staff education. It's difficult not to be hands-on in the process.
- The onsite support was a challenge as I am not located in Burr Ridge, IL. There were a couple of the trainers, my coworker & my new director onsite supporting the rollout, but I stayed remote supporting them online. A part of me wishes I had flown in for the go live, but another part was relieved as I was able to get work done quickly for them.
All in all, I think the Salesforce Case rollout went well. It was a fabulous work experience. I am thankful & glad to have had the opportunity to work on the project.