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case studies

GeneralPublished on: Fri Feb 10 2023

Customization & Enhancement on Service and Experience Cloud

About Our Client

The client is a globally acclaimed non-profit organization that works to get equitable pay for musicians and record labels for their performance rights. The client was facing difficulties with the UI, and the experience could have been more user-friendly. The Client was also not able to view and compare the data as they did not have any dashboard. The client wanted a partner to help them customize their current setup.


Business Challenges

  • The client was facing multiple bugs with their current setup of functionalities.
  • A few major functionalities, like signup functionality, were not working impactfully on portals.
  • The client was facing major issues in their community portal.
  • The client was also facing issues with the service cloud and related objects.


Hexaview's Solutions

We studied the client's challenges patiently and proposed multiple solutions within which the below steps were taken:


  • Converted the multipage signup into a single-page signup that resulted in eliminating certain bugs that were a major challenge to the Client.
  • Applied specific conditions in their existing setup that reflected a message on the page, "Please confirm the information you entered is correct before you proceed to the next step." This solution disabled the user from coming back to the page again.
  • Upgraded and customized the existing functionalities of the client and added the Permissions and Related lists in their setup.
  • Eliminated the bugs that were creating errors in the community portal and also created a contact support and case creation form for the community.
  • Implemented multiple case Assignment Rules as per the Client'srequirements.
  • Configured email notifications for some scenarios for the Service desk.
  • Built dashboards and reports and made UI user-friendly for the Client.


Tech Stack

  • MuleSoft
  • Tableau
  • Service Cloud
  • Experience Cloud
  • Form Builder
  • Service Desk
  • DocuSign


Business Impacts

  • Higher data authentication & security was achieved.
  • Performed analysis and helped the Client to plan the platform launch.
  • With the help of our knowledgeable and skilled Salesforce professionals, Team Hexaview continues to provide the resources to ensure the Client's Salesforce ecosystem remains operationally
  • secure and responds appropriately to ever-growing business needs.
  • Transparent flow to ease tracking.


Key Success Factors

Our agile business analysis and continuous communication with the client helped us a lot in meeting the client’s expectations. Also, the experienced and well-skilled team of Hexaview can't be left unnoticed as a key success factor of this project.


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