Mar 19 (edited) • 🎖️CHALLENGES /ASSIGNMENTS HUB
TEAM ALPHA PRACTICAL PROJECT: (SERVICE CLOUD) Case Management Implementation for ConnectWave Internet Ltd
YOU WILL USE THE TIME OF THE CLASS TODAY TO DO THIS PROJECT, SO NO CLASS. PRACTICE IS MORE IMPORTANT THAN LISTENING, LETS GET YOUR HANDS DIRTY
You will present your solution in the next class.
You may collaborate with others, but every student must build the project and understand their own implementation.
📌 Company Background
You have just been hired as the Salesforce Admin for ConnectWave Internet Ltd, a UK broadband company.
ConnectWave provides home and small business broadband services across London, Manchester, Birmingham, Leeds, and Liverpool.
The company has grown quickly, but its customer support team is now struggling to manage increasing customer complaints and service requests.
Customers contact the company through phone, email, and website forms, but support agents do not have a clear and structured way to track issues from start to finish.
⚠️ Business Problem
The Head of Customer Support has raised the following concerns:
Customer issues are not being tracked properly.
Support agents forget to follow up with customers.
Multiple agents sometimes work on the same issue.
Managers cannot clearly see which issues are urgent.
Leadership has no clear reporting on the most common customer problems.
Customer satisfaction is dropping because issues are being delayed or missed.
🎯 Business Expectation
The company wants Salesforce to become the main Case Management system for their support team.
They want a system that can:
Capture customer issues properly
Track case progress from start to finish
Assign cases to the correct team
Identify urgent cases quickly
Show managers what is happening in real time
Provide reports on support performance
🧠 Your Role as the Salesforce Admin
As the Salesforce Admin, you are required to build a Case Management system in Salesforce that solves these problems.
You are not just explaining a solution.
You must actually create the setup in Salesforce.
✅ WHAT YOU MUST CREATE
1. Use the Standard Case Object
You must use the Case object as the main object for this project.
2. Create the Following Custom Fields on the Case Object
Case Category
Field Type: Picklist
Values:
Technical Issue
Billing Issue
Installation Issue
Cancellation Request
Service Upgrade
Customer Region
Field Type: Picklist
Values:
London
Manchester
Birmingham
Leeds
Liverpool
SLA Breach Risk
Field Type: Picklist
Values:
Low
Medium
High
Escalated
Field Type: Checkbox
Resolution Summary
Field Type: Long Text Area
Preferred Contact Method
Field Type: Picklist
Values:
Phone
Email
SMS
3. Configure the Following Case Picklist Values
Status
Use these values:
New
In Progress
Waiting on Customer
Escalated
Resolved
Closed
Priority
Use these values:
Low
Medium
High
Critical
Origin
Use these values:
Phone
Email
Web
4. Create Two Queues
Queue 1
Name: Technical Support Queue
This queue will handle:
Technical Issue
Installation Issue
Service Upgrade
Queue 2
Name: Billing and Retention Queue
This queue will handle:
Billing Issue
Cancellation Request
5. Create One Case Assignment Rule
Build a Case Assignment Rule that works like this:
If Case Category = Technical Issue, assign to Technical Support Queue
If Case Category = Installation Issue, assign to Technical Support Queue
If Case Category = Service Upgrade, assign to Technical Support Queue
If Case Category = Billing Issue, assign to Billing and Retention Queue
If Case Category = Cancellation Request, assign to Billing and Retention Queue
6. Update the Case Page Layout
Your Case page layout must clearly show:
Customer details
Case details
Priority and status
Case category
Region
Escalation information
Resolution summary
The layout should be arranged in a way that makes sense for a support agent using it daily.
7. Create at Least 6 Sample Cases
You must create at least 6 realistic Case records using the examples below.
Sample Case 1
Customer internet connection completely down
Category: Technical Issue
Priority: Critical
Region: London
Sample Case 2
Broadband speed much slower than promised
Category: Technical Issue
Priority: High
Region: Manchester
Sample Case 3
Router installation not completed
Category: Installation Issue
Priority: Medium
Region: Birmingham
Sample Case 4
First bill incorrect or higher than expected
Category: Billing Issue
Priority: High
Region: Leeds
Sample Case 5
Customer wants to cancel service
Category: Cancellation Request
Priority: Medium
Region: Liverpool
Sample Case 6
Business customer wants faster broadband package
Category: Service Upgrade
Priority: Low
Region: London
8. Create the Following Reports
Report 1
Name: Open Cases by Status
This should show how many open cases exist in each status.
Report 2
Name: Cases by Category
This should show the number of cases in each category.
Report 3
Name: High and Critical Priority Cases
This should show all cases with Priority = High or Critical.
Report 4
Name: Cases by Region
This should show the number of cases coming from each city.
9. Create One Dashboard
Create a dashboard called:
ConnectWave Support Overview
It must include:
Open Cases by Status
Cases by Category
High and Critical Priority Cases
Cases by Region
🎤 WHAT YOU MUST PRESENT IN THE NEXT CLASS
When presenting, you must explain:
1. The Business Problem
What ConnectWave was struggling with before Salesforce was set up properly.
2. The Fields You Created
Why each custom field was needed.
3. The Queues
Why you created two queues and what each queue handles.
4. The Assignment Rule
How cases are automatically routed.
5. The Sample Cases
Show the cases you created and explain how they move through the process.
6. The Reports and Dashboard
Show how management can now track support performance.
7. The Overall Business Impact
Explain how your setup improves case handling, visibility, and customer support.
📌 Collaboration Rule
You may discuss ideas with others and work together for support, but every student must complete the project personally and be able to explain their own implementation.
⏳ Final Reminder
This is a real world admin project.
Treat it like ConnectWave has hired you as the SALESFORCE ADMIN to fix their support operation.
Build it properly.
Test it properly.
Be ready to demo it confidently in the next class.
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TEAM ALPHA PRACTICAL PROJECT: (SERVICE CLOUD) Case Management Implementation for ConnectWave Internet Ltd
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