Client Overview

The client is an APAC-based firm that leases satellite channels and subscriptions to consumers.

Business Challenge

The client wanted to develop a custom solution on the Force/com platform to manage its Outage Management and automate the ticketing system that would look into the uptime measurement and management and issue management pertaining to satellite downtime, user errors, equipment failure, broadcasts and any other issues.

Technical Requirements

• Force.com

• Salesforce.com

• Visualforce

• Apex

• Google Charting

• Salesforce Service Cloud

• JavaScript

• JQuery

• Custom Web Services

Solution Strategy

Eternus Solutions team implemented Service Cloud for the client to manage its ticketing system. The Service Cloud implementation managed three levels of troubleshooting and enabled the logging of cases through email and/or phone, and managed the issues related to the following:

• Satellite Network Outages

• Uptime Measurement and Issues

• Satellite downtime

• User errors

• Equipment Failures

• Issue related to broadcast and/or availability of channels

Solution Features and Components

• Configuration of Service cloud for Case Management

• Configuration of batch upload of data for cleanup and reporting

• Batch processing of satellite issue records

• Custom solution for Satellite Outage Management on given criteria

• Web services integration between Salesforce and third party systems

• Configuration of role-based access for reports and dashboards

Development Methodology

• 3-Step development methodology that consist of developing on the Dev Sandbox, Testing on the QA Sandbox and moving to the Production

• Requirements, Design and Release documents to start building any new components

• Extensive usage of Triggers, Visualforce and Classes to write custom logic

• Intelligent client developed in JavaScript and JQuery library

• Preparing deployment plans and change sets to migrate the changes once completed

• Use of local repository SVN and GitHub for configuration management

• Supports responsive behavior for multiple screen resolution

• Development using SFDC standards and best practices