- Design and implement a Web-to-Case solution that captures customer issues related to cleanliness, rash driving, or staff behavior.
- Ensure cleanliness-related cases are routed to the appropriate bus depot based on the route, while rash driving or staff behavior cases are escalated directly to the CX team with an automated email notification.
- 2. Driver Case Monitoring System
- Create an automation process to track the number of cases associated with each driver.
- Implement a notification system that sends an email to the driver when more than 3 cases are registered, asking them to report to the nearest depot within 3 days with a justification.
- 3. Suspension Workflow Automation
- Develop a workflow or automation to send a suspension letter to drivers who fail to respond within 3 days of receiving a case notification.
- Ensure their suspension status is updated in the system and include a way to revoke suspension once justification is provided.
- 4. Reports and Dashboards
- Build a dashboard that provides visibility into case statistics, driver performance, and depot efficiency.
- Include reports that show the number of cases by issue type, depot, and individual driver performance metrics.
- 5. System Integration and Scalability
- Configure all necessary custom objects, fields, email templates, and automation tools to deploy the system effectively.
- Ensure that the solution is scalable and can handle increased volumes of cases in the future.
- Pre-requisites:
- 1. Standard Objects
- Case:Used for tracking customer issues.
- User:Represents users like CX team members, depot staff, and drivers.
- 2. Custom Objects
- Bus Depot
- Fields:
- Depot Name (Text):Name of the depot.
- Location (Text or Geolocation):Depot location.
- Assigned Route (Lookup to Route):Links the depot to a specific bus route.
- Bus Driver
- Fields:
- Driver Name (Text):Full name of the driver.
- Contact Number (Phone):Driver’s phone number.
- Assigned Route (Lookup to Route):Links the driver to a specific route.
- Active Case Count (Roll-up Summary):Total number of active cases assigned to this driver.
- Last Justification Update (Date):Tracks the last date the driver submitted a justification.
- Suspension Status (Checkbox):Indicates whether the driver is currently suspended.
- Route
- Fields:
- Route Name (Text):Name/description of the route.
- Start Location (Text):Starting point of the route.
- End Location (Text):Endpoint of the route.
- Linked Depot (Lookup to Bus Depot):The depot associated with this route.
- 3. Custom Fields on Case
- Issue Type (Picklist):Values include:
- Cleanliness
- Rash Driving
- Staff Behavior
- Route (Lookup to Route):Links the case to the associated bus route.
- Assigned Depot (Lookup to Bus Depot):The depot handling cleanliness-related cases.
- Driver (Lookup to Bus Driver):Links the case to the driver involved.
4 件の回答
Eric Burté (DEVOTEAM) 
Forum Ambassador
@Adil Pathan I guess that the point is that they should appreciate what you are capable of, as for now. Please see following articles to help you improve on the topic
- web to case : https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&type=5
- a flow to count the number of contacts (not cases but that is quite similar) : https://help.salesforce.com/s/articleView?id=000395389&type=1
I suggest that you should be transparent about what you master, what you are on the way to know / currently learning, and what you do not know yet but mention the plan you have to learn these topics. Good preparation and good luck !
Eric
