Case Study · Supermums · March to June 2026
Salesforce Service Cloud Consultant
Improved the Service Cloud operation that took utilisation from 10% to 50%.
A live walkthrough of the demo org is available on interview request.
The Brief
Supermums trains mothers and women returners into Salesforce careers. Its support operation ran largely outside its own platform: the same questions answered by hand, knowledge held in people rather than systems, and Service Cloud utilised at roughly ten percent of its licensed capability. The engagement was to change that, and to answer, honestly, whether an AI agent belonged in the solution.
The Approach
Nothing was configured until the demand was understood. A corpus of 342 support emails was pulled and categorised into a ten-type case taxonomy, revealing that a single repeated question drove a third of all volume, and a fifth of the inbox was junk that should never reach an agent. Every downstream decision, from case-type fields to Knowledge structure to macro design, traced back to that evidence.
Fig. 01 · Demand analysis: 342 support emails, ten case types
One repeated question drove a third of all volume.
Nothing configured until the demand was understood. Every downstream decision traced to this.
Recreated from the engagement's demand analysis. Client-internal data not reproduced.
The build ran in two-week DSDM sprints behind formal gates. With no access to the client's production org, a complete demonstration environment was built from scratch in OrgFarm (cases, queues, assignment rules, Knowledge) and passed Gate 1 sign-off before a single production setting was touched. Production followed a no-sandbox release pattern: pre-build audit, cloned known-good components, build-test-iterate, every action logged.
What was built
A Service Cloud operation, built from the demand up.
Gated DSDM sprints. A complete demo org built in OrgFarm and signed off before a single production setting was touched, then a no-sandbox production release with every action logged.
Recreated from the engagement's decision record. Client-internal content not reproduced.
What Was Delivered
- Ten-type case taxonomy with queues, assignment rules and Service Console configuration derived from the demand analysis
- 17 production macros in Lightning Macro Builder, each linked to a Lightning email template; 16 merge-field Quick Texts
- Ten-article Knowledge base structured for case deflection and agent grounding
- Working Agentforce Service Agent, built and costed at list pricing; the client chose not to deploy on cost, and now runs the reusable macros and Quick Texts through their own admin
- Training package: 16-page SOP, troubleshooting reference, 8:25 training video
- 26-document governance suite (Jira structure, gate sign-offs, decision log) closed with a documented handover
From discovery to commission
The Outcome
Platform utilisation rose from 10% to 50%. The support team runs its own system, on its own documentation, with an audit trail behind every decision, including the client's decision, on cost, to run the reusable build rather than deploy the agent. The engagement closed formally in June 2026, and the strongest evidence of the 2025 discovery that preceded it is that this build was commissioned at all.