SFDC – Gaming – Service Cloud Implementation – Success Story

Client Overview

The client is an APAC-based Gaming conglomerate managing and running multiple casinos and betting websites.

Business Challenge

  • The client wanted to integrate a mechanism wherein the visitors to their website could live-chat with their support personnel whenever they visited their website for any issues

  • Based on an initiated chat, the client needed a functionality to auto-create a case based on the chat transcript, in order to assist the call supervisors to address the queries of the customers

  • Configuration of case routing as per agent assignment rules

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