Salesforce Service Cloud Helpdesk Build
Budget: $15 – $25 AUD
I want to stand up a complete help-desk environment on Salesforce Service Cloud. All customer issues will be raised exclusively through a branded Experience Cloud portal, so the build must make that portal the single intake channel. Within the portal, users need to be able to open a ticket and then return at any time to see live status updates and the full history of previous actions—nothing more, nothing less at this stage.
Behind the scenes my help-desk operators will work in Service Cloud. I need standard case objects configured, queues and workflows tuned for fast triage, and the console laid out so agents can see all communications, attached photos and final job outcomes in one place. Where customers already run their own Salesforce org, the architecture you set up should be ready for future API or customer-community connections, but no integrations need to be coded right now.
Deliverables
• Experience Cloud customer portal with ticket logging plus status & history views
• Service Cloud case configuration, page layouts and console optimisation for internal users
• Tested file-attachment handling for images on both the portal and agent side
• Deployment guide and short hand-over walk-through so we can extend the solution later
Acceptance criteria
A user with a portal login can submit a case, attach an image, and immediately see a timestamped ticket in their history. An agent can pick up that same case, add notes, change status, and those changes reflect in the portal within seconds.
Please base the work on standard Salesforce best practices; I prefer out-of-the-box tools (Flows, Assignment Rules, Standard Reports & Dashboards) unless a clear benefit justifies custom code.
Behind the scenes my help-desk operators will work in Service Cloud. I need standard case objects configured, queues and workflows tuned for fast triage, and the console laid out so agents can see all communications, attached photos and final job outcomes in one place. Where customers already run their own Salesforce org, the architecture you set up should be ready for future API or customer-community connections, but no integrations need to be coded right now.
Deliverables
• Experience Cloud customer portal with ticket logging plus status & history views
• Service Cloud case configuration, page layouts and console optimisation for internal users
• Tested file-attachment handling for images on both the portal and agent side
• Deployment guide and short hand-over walk-through so we can extend the solution later
Acceptance criteria
A user with a portal login can submit a case, attach an image, and immediately see a timestamped ticket in their history. An agent can pick up that same case, add notes, change status, and those changes reflect in the portal within seconds.
Please base the work on standard Salesforce best practices; I prefer out-of-the-box tools (Flows, Assignment Rules, Standard Reports & Dashboards) unless a clear benefit justifies custom code.