Case Study: a very demanding customer tailors Service Cloud concierge and knowledge management with JET BI

Service Cloud Audit & Concierge Implementation

The customer, a very demanding customer, had a mature Salesforce organization and required their HR service management application, Concierge, to be tailored to meet specific corporate branding and complex process requirements. JET BI was engaged to implement and customize this solution.

JET BI performed a Service Cloud audit and then extended the Concierge application's logic, overriding its functionality to create a custom five-level hierarchy for article actions. They customized the navigation panel with local styles, improved knowledge management workflows, and developed automated routing. The project successfully combined a ready-made solution with declarative power and custom coding to establish effective business processes for the client.