The Outcome

By the end of this engagement, you will have:

• A structured case lifecycle
• Clear intake and routing logic
• Defined SLAs and escalation paths
• A Lightning Service Console configured for efficiency
• Executive dashboards with meaningful service metrics
• Embedded guidance to support adoption

Service Cloud becomes an operational control centre, not a ticket inbox.

What We Deliver

1. Service Process Discovery & Design

We begin with how your support team actually works.

Through a focused workshop, we define:

• Case intake channels (email, phone, web, internal)
• Case lifecycle and status model
• SLA requirements and escalation handling
• Routing and prioritisation rules
• Key service metrics (FCR, backlog, SLA compliance, trends)
• Team structure and access model
• Up to 2 light custom objects (if required)

You receive a documented Solution Design including:

• Agreed configuration scope
• Data model summary
• Security blueprint
• Service architecture plan

Clarity before configuration.

2. Clean Org & Service Setup

We configure your Service Cloud environment properly:

• Business hours & holiday calendars
• Case settings & status lifecycle
• Email-to-Case or Web-to-Case (one channel included)
• Lightning Service Console configuration
• Queue setup aligned to service structure

Built for speed and accountability.

3. Security & Access Model

Service performance depends on a clean structure.

We configure:

• User setup (typically up to 20 users)
• Role hierarchy aligned to service leadership
• Profiles & permission sets
• Queue-based access
• Sharing rules
• Login and session policies

Designed to support reporting accuracy.

4. Core Service Configuration

Objects included:

• Cases
• Accounts
• Contacts
• Knowledge (light setup optional)
• Up to 2 light custom objects

Configuration includes:

• Case fields (within agreed scope)
• Record types & priority models
• Assignment & escalation rules
• Auto-response rules
• SLA business hours configuration

Built to reflect how your team actually handles cases.

5. Clean Data Migration

If migrating historical data:

• Data mapping verification
• Test import
• Production import
• Duplicate management strategy

Structured data supports meaningful reporting.

6. Executive Reporting & Visibility

You receive:

• Up to 5 service-focused reports
  • Open cases
  • Backlog by priority
  • SLA compliance
  • Case close trends
• One executive dashboard
• Training on report customisation

Leadership visibility is built in.

7. Lightweight, Purposeful Automation

Up to 3 Flows, such as:

• Case routing automation
• Follow-up task generation
• Escalation alerts
• Case creation automation

Automation supports service consistency — without complexity.

8. 

Embedded Adoption (Supered.io Included)

Most implementations fail because adoption is assumed.

We embed guidance directly into Salesforce using Supered.io:

• Field-level clarity
• Contextual process explanations
• Workflow reinforcement
• Embedded best-practice prompts

Your team receives guidance inside Salesforce every day.

Adoption becomes structural, not optional.

9. Training & Go-Live Support

• Administrator training session
• “Day in the Life” support agent walkthrough
• Quick reference materials
• 1–2 weeks post-go-live hypercare

You launch confidently, not reactively.

Timeline

4–6 weeks from discovery to go-live.

Week 1 – Service design & requirements
Week 2 – Security & core case configuration
Week 3 – Automation & console setup
Week 4 – Data & reporting
Week 5 – Training & refinements
Week 6 – Go-live & stabilisation

Investment

£7,000 Fixed Fee

Payment Terms:

• 50% upfront
• 50% after 30 days

Clear scope. Clear delivery. Clear operational outcome.

Protected by Our Built Right Guarantee

Every Service Cloud Accelerator includes our:

12-Month Built Right Guarantee

For 12 months post go-live, we guarantee the functionality of all configurations delivered within scope.

If something we built doesn’t work as agreed, we fix it at no additional cost.

Your service foundation should be stable.

What Happens Next?

The Service Cloud Accelerator builds your operational foundation.

As your service function grows, most clients move into:

• Managed Services
• Ongoing optimisation
• Governance-led improvements

Because Service Cloud shouldn’t drift as complexity increases.