8d (edited) • 🎖️CHALLENGES /ASSIGNMENTS HUB
🏆 Portfolio Project: USE TODAY'S CLASS TO COMPLETE (Team Alpha)Service Cloud Case Management Implementation Team Alpha,
🏢 Company Context
You are the Salesforce Administrator supporting British Gas UK.
British Gas uses Salesforce Service Cloud to manage customer enquiries related to billing issues, technical faults, and general customer support. Customer emails currently go unmanaged, cases are not routed correctly, and managers lack visibility into team workload.
Your responsibility is to design and implement a clean, working Service Cloud setup that reflects how a real support team would operate, while working within the limits of a Salesforce Developer Org.
🎯 Project Objective
By completing this project, you will demonstrate your ability to
• Configure Service Cloud for case management
• Handle customer emails using Email to Case
• Route cases automatically using Qualification and Assignment Rules
• Use automation to enforce business behaviour
• Build reports for support managers
This project is practical, portfolio worthy, and demo focused.
👥 Team Structure and License Awareness
Salesforce Developer Orgs usually provide 2 to 4 Salesforce licenses.
You must work within this limit.
Recommended setup
• 1 Support Agent
• 1 Billing Agent
• 1 Support Manager
• 1 Salesforce Admin
If you run out of licenses
• Use the Salesforce Admin user to simulate Manager actions
• Log in and out of users to demonstrate behaviour
• Explain assumptions clearly during your demo
This is realistic and acceptable in real projects.
📊 Objects In Scope
You will work only with standard Service Cloud objects
• Case
• Contact
• Account
No custom objects
No advanced features like milestones or entitlement processes
🧱 Case Fields to Create
Create the following custom fields on the Case object.
Issue Category
Picklist
Values
Billing
Technical
General Enquiry
Urgency Level
Picklist
Values
Low
Medium
High
Resolution Notes
Long Text Area
These fields must be used in routing and automation.
📩 Email to Case Configuration
Configure Email to Case so that
• Incoming customer emails create new Cases
• Email subject becomes the Case Subject
• Email body becomes the Case Description
• Sender email is linked to a Contact where possible
You must demonstrate this by sending a test email and capturing the created Case.
🔍 Case Qualification Rules
Create Qualification Rules so that
• New cases are evaluated based on Issue Category
• Cases are prepared for routing before assignment
This simulates how organisations standardise incoming requests.
🔁 Case Assignment Rules
Create Assignment Rules so that
• Billing cases are routed to the Billing queue
• Technical cases are routed to the Technical Support queue
• General enquiries are routed to the Customer Support queue
Routing must be driven by the Issue Category field.
👥 Queues to Create
Create the following queues
• Billing Support
• Technical Support
• Customer Support
Cases must land in the correct queue automatically.
Agents should be able to pick up cases from their queue and take ownership.
⚙️ Case Automation
Use automation tools already taught such as Flows
Required behaviour
• When Urgency Level is High, Case Priority updates automatically
• When a Case is closed, Resolution Notes must be completed
You must decide which tool to use and explain why during your demo.
🔐 Access and Visibility
Your configuration must ensure that
• Support Agents only see cases owned by them or in their queue
• Billing Agents only work on Billing cases
• Support Manager can see all cases
• Support Agents cannot delete cases
You must be able to prove this behaviour.
📊 Reporting Requirements
Create at least two reports
• Open Cases by Queue
• Closed Cases by Issue Category
These reports must be usable by the Support Manager to understand workload.
🧪 Testing and Evidence
You must capture screenshots showing
• Email sent to create a case
• Case created automatically
• Case routed to correct queue
• Agent taking ownership
• Automation triggering correctly
• Manager visibility across cases
• Validation preventing incorrect closure
📸 Submission Instructions
Each group must submit one PDF containing
• Case fields setup
• Email to Case configuration
• Qualification Rules
• Assignment Rules
• Queues
• Automation setup
• Reports
• Test evidence
Name your file
Group Name, British Gas Service Cloud Portfolio Project
Upload the PDF under this post.
🎤 Demo Expectations
Each group must explain
• Why Qualification Rules were used
• How Assignment Rules work
• How automation supports agents
• How visibility is controlled
• How you worked around license limits
This mirrors real world Admin interviews.
⏰ Class Instruction
Use tonight’s 8 p.m. class time to work on this project.
There will be no live teaching.
This is build, test, and collaborate time.
This project is designed to stretch you and prepare you for real Service Cloud work.
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🏆 Portfolio Project: USE TODAY'S CLASS TO COMPLETE (Team Alpha)Service Cloud Case Management Implementation Team Alpha,
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