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Case Study

Drupal to Salesforce
Lightning Migration

COMMUNITY CLOUD

The Challenge

Support portal’s incompatibility with the Drupal powered community

Lack of support for users who didn’t speak English

Not an arranged Knowledge Base (KB)

Basic User Interface

23%

Increase in CSAT

32%

Improvement In Case Deflection Rate

52%

Increase In Customer Engagement

Objectives

Z

Increase CSAT

Z

Improve Case Deflection Rate

Z

Increase Customer Engagement

Drupal to Salesforce migration

Solution

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Drupal to Salesforce Migration

Migrated their Drupal-powered community to Salesforce (Lightning-ready) and categorized the Knowledge Base

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Support Portal Integration

Integrated the support portal into their community to let customers track their cases

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Search Solution Deployment

Deployed our federated search solution in their community to facilitate simultaneous search from multiple sources