Strategy
Designing a Service Cloud Strategy for a Renewable Energy Company
Overview
What this challenge is about.
You are a Salesforce consultant leading a team of 3 students. Your task is to deliver a Service Cloud blueprint for SunGrid Energy. The solution must include case routing rules, a knowledge base for installation FAQs, and a chatbot integration using Einstein Bots. Success means a design that reduces first-response time by 50% and handles 80% of common queries via self-service. Deliver a presentation, process maps, and a prototype demo plan.
The Brief
What you'll do, and what you'll demonstrate.
Inefficient customer service processes lead to long resolution times and low customer satisfaction.
Earning criteria — what you'll demonstrate
- Design Service Cloud case management and automated routing
- Configure knowledge base for self-service and agent use
- Plan Einstein Bot integration for common queries
- Create process maps and calculate ROI for CRM investments
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
Careers
Roles this prepares you for.
Real titles. Real skill bridges. Pick the one closest to your trajectory.
Career mappings coming soon.