Salesforce Help.

Creating a tailor-made customer support experience throughout all of Salesforce’s product offerings.

Timeline
2020- 2023
My role
UX Designer
Teams
Design, Product

Overview

Salesforce Help was designed to serve as the one-stop shop for solving issues throughout all SFDC products. Here, users can come to find resources such as articles, trailheads, videos, and similar media for solving Salesforce-related products.

The Contact Support page works as a smart submission form that not only answers customer support issues, but also understands and recommends the best solutions to these cases. This is done through utilizing the Einstein AI Case Classification.

Results

Contact Support was successfully launched late 2023, and is now being utilized by thousands of Salesforce customers to resolve their issues. The customers lie in all three of the subscription tiers: Standard, Premiere and Signature.

As Contact Support utilization continues to grow, we believe that this will help increase CSAT by at least 10%