The client is an APAC-based Gaming conglomerate managing and running multiple casinos and betting websites.
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
Visualforce
Apex
JSON
JavaScript
JQuery
HTML/CSS
Service Cloud
Web Services
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
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
