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

  • Real-time, 24*7 integration with client’s external systems that stored betting transactions and account balance information to maintain data integrity within Salesforce. The sync required was unidirectional.

  • The client also wanted to configure Web-to-Case and Email-to-Case functionality, with configured Case Assignment, Escalation and Auto Response rules

  • Custom development of an Email Template Wizard that enabled the users to link any template, header or footer

  • Custom development of associate live-chat transcript & post-chat survey functionality

Technical Requirements

  • Visualforce

  • Apex

  • JSON

  • JavaScript

  • JQuery

  • HTML/CSS

  • Service Cloud

  • Web Services

Solution Strategy

Eternus Solutions implemented Service Cloud and developed custom functionalities to cater to the client’s requirements. This implementation included the following:

  • Implementation of Live Agent functionality to enable live chat with the support executives

  • Implementation of Service Cloud for Case Management

  • Configuration of web-to-case and email-to-case to enable auto creation of cases

  • Configuration of Case Assignment & routing rules as per the client’s existing business logic

  • Real-time, 24*7, unidirectional integration with client’s external systems that stored betting transactions and account balance information to maintain data integrity within Salesforce

  • Configuration of header, footer and templates using a custom-developed Email Template Configuration wizard to enable the client to pick any combination of header, footer or template, as per business requirement

  • Custom development of Associate Live Chat transcript & post-chat survey functionality

  • Configuration of new page layouts, profiles and flows for implementation of requisite functionality

  • Data Model changes, configuration of roles and profiles to align the business process

Development Methodology

  • Create updated data model in sandbox

  • Build new business process triggers, classes and Visualforce pages

  • Test with input from client end users

  • Functionality release to Full Copy Sandbox upon successful tests

  • Functionality release to Production upon successful FCS tests

  • Development using SFDC standards and best practices

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