Designing a Service Cloud Strategy for a Renewable Energy Company
Overview
What this challenge is about.
Design case routing, a knowledge base, and Einstein Bots for a renewable energy company. Present your blueprint and earn a verifiable certificate.
The scenario
SunGrid Energy is a renewable energy company based in Munich with 200 employees, installing solar panels for residential customers across Germany. They receive 1,000 service requests per month.
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.
Salesforce and CRM Platforms
Bachelor · Digital
Strong alignment
This challenge maps to Salesforce and CRM Platforms at the Bachelor level. It sharpens the same practical skills your coursework expects — but in a real industry context with actual constraints and deliverables.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Service Cloud
Apply service cloud to solve real industry problems and demonstrate production-level capability.
- Case Management
Apply case management to solve real industry problems and demonstrate production-level capability.
- Knowledge Base
Apply knowledge base to solve real industry problems and demonstrate production-level capability.
- Einstein Bots
Apply einstein bots to solve real industry problems and demonstrate production-level capability.
- Process Mapping
Apply process mapping to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles: