Business Challenge
Consider a use case in which you have your business website in WordPress maintenance support plans and you have a lot of customer support requests to cater to. Now, the methods of capturing that information is by the Contact Form on your WordPress maintenance support plans website, support email ID that you have provided to customers and also the toll free phone number that has been provided.
Solution
Users Mapping
We would integrate your WordPress maintenance support plans website with the Salesforce CRM in such a way that both the systems identify the user(s) being referred to when a support request is raised. Basically we will map your user profiles in WordPress maintenance support plans to the user objects in Salesforce.
Support Tickets Mapping
We would integrate WordPress maintenance support plans with Salesforce in such a way that any tickets that are raised in Salesforce are replicated in WordPress maintenance support plans and vice versa.
Methods of raising the support tickets
Contact Form: Customers can fill out their support request on this form present on WordPress maintenance support plans site. This would create a support request on WordPress maintenance support plans as well as on the Salesforce real time.
Email ID: Salesforce will be directly integrated to this mail Id and hence each mail from this mail ID will be a support request raised in Salesforce which eventually will also be created in WordPress maintenance support plans on cron run syncing.
Toll Free Number: this will be integrated to your Salesforce account and hence all the calls will be mapped to create the support tickets in Salesforce. Again these tickets will then be replicated in WordPress maintenance support plans too.
Benefit
Since all support tickets are available in WordPress maintenance support plans along with user profiles of your customers, your support team (consisting of many engineers based on your business needs) works on WordPress maintenance support plans enabled system and addressed those support tickets (without an account on Salesforce).
You only require one Salesforce developer license in this implementation.
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