Brief

New AWS employees lacked a unified source of onboarding and new hire information, and often submitted tickets to support agents containing repetitive issues and topics. Seasoned AWS employees found the CRM Support SharePoint site difficult to use, requiring ample time and effort to find helpful information and articles. They often submitted a ticket instead in order to save time. 

As a result, AWS support agents’ workload consisted largely of dispersing information and resources that could be pushed to employees more efficiently.

problem statement

Based on feedback from support agents, the AWS CRM Support landing page failed to clearly direct users to relevant self-service resources, answers, and on-the-job training materials. As a result, support agents were inundated by a large number of support tickets, which were often either incomplete, duplicative or redundant.

solution

For AWS Employees:

Redesign the CRM Support landing page using Salesforce Experience Cloud to anticipate common user needs, clearly organizing and displaying knowledge resources and articles. Encourage users to find information proactively in order to cut down on tickets submitted.

For AWS Support Agents:

Design a tailored Salesforce Service Cloud instance that displays all relevant case information centrally, and helps support agents address and close cases more efficiently.

users

Internal

• AWS Service Cloud Agents offering virtual support to AWS Customer Relationship Management organization

• CRM Support Site Administrator maintaining the existing CRM Support SharePoint site

External

• New AWS Employees interested in new hire information and onboarding guidance

• Seasoned AWS Employees accessing knowledge articles and resources for on-the-job best practices and department-wide information

current state observations

The AWS-CRM Sharepoint site contained a large list of topics, which then contained links to articles

• Required too much time scrolling and searching to find articles and links

• Helpful information was displayed alongside outdated and irrelevant information

• Existing Service Cloud instance was bare, lacking many helpful components

• Too many entry fields for irrelevant information

• Lacked a chronological view of case lifecycle

• Lacked a shared view of cases involving several support agents in collaboration

project scope & team

Salesforce Team

• Project Oversight: Salesforce Director

• Salesforce Solution Architect

• Technical Architect

• Experience Designer*

Communication & Cadence

• Overall 4-week sprint (Discovery to Design Sign-Off)

• Daily sprint for Salesforce team

• Requirements & Research: 4 Discovery workshops (2 weeks)

• Design & Iteration: 3 workshops (2 weeks)

my responsibilities

• Note-taking & recording quotes from stakeholder/user interviews

• Prioritizing requirements with Solution Architect into Must-Have, Nice-to-Have, and Future State user stories

• Matching requirements to existing Salesforce solutions (Call out needs for customization)

• Facilitating design workshops to collect and iterate on user feedback

• Ensuring solution feasibility with Technical Architect

• WOWING the client with a responsive Figma prototype of proposed solution

Tools

• Figma - Prototyping

• Slack - Collaboration

• Google Suite (Slides, Sheets, GMail) - Communication & Collaboration

measuring change

Ways to Measure Proposed Change

• # of clicks require for user to reach solution or submit a ticket

• Scroll depth of re-designed CRM Support landing page

• # of “upvoted” versus “downvoted” articles

• # of weekly cases submitted to (and closed by) Service Cloud agents

• Quality of cases submitted to Service Cloud agents