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Compliance technology co. secures its support experience on Experience Cloud

Context

A leading provider of compliant cloud archiving, messaging, supervision, and eDiscovery for the global financial sector needed to overhaul its customer support experience and tighten access controls inside Salesforce. Customers had no structured path for creating and tracking support cases, knowledge-article sharing operated without permission controls, and unauthorized data access within Salesforce was an open security concern for a business whose clients operate under strict compliance requirements. The company needed a governed, tailored support environment that matched the security standards it sold to its own customers. 

Value Created

Enhanced
user experience through a customized Experience Cloud community
Increased
operational efficiency across end-to-end support workflows
Better
visibility and controls through private sharing settings and structured permission management

People

VALUE LEVERS 

  1. Customized Experience Cloud community tailored to customer interaction needs
  2. Differentiated case-creation flows between community and internal support

HOW WE DID IT 

  • Developed a customized Experience Cloud community tailored to the specific interaction needs of compliance-focused financial sector customers, replacing a generic support interface with a purpose-built engagement environment
  • Configured Service Cloud to differentiate the case-creation experience between the community and internal support, so customers and agents follow separate, appropriate workflows rather than a single undifferentiated process
  • Improved how customers create and track support cases end to end, giving them clear visibility into case status without requiring direct agent contact for routine updates

Process

VALUE LEVERS 

  1. Knowledge-article permission controls for structured content sharing
  2. Streamlined end-to-end support process across channels

HOW WE DID IT 

  • Implemented flows for precise control over knowledge-article viewing permissions, replacing an unstructured sharing model with a governed system that determines which customers see which content
  • Streamlined the end-to-end support process across community and internal channels, reducing the manual coordination that had slowed case resolution and created inconsistent customer experiences
  • Connected case creation, tracking, and knowledge access into a single coherent support workflow, giving the support team a consistent operating process regardless of which channel a case originated from

Technology

VALUE LEVERS 

  1. Private sharing settings and Sharing Sets to control case visibility
  2. Experience Cloud security configuration for a compliance-grade environment

HOW WE DID IT 

  • Established private sharing settings and Sharing Sets within Salesforce to control case visibility at a granular level, ensuring customers can only access their own data and unauthorized internal access is governed by explicit sharing rules
  • Configured the Experience Cloud community with security settings appropriate for a business serving compliance-regulated financial institutions, aligning the Salesforce environment with the data security standards the company’s own clients require
  • Built the access control architecture to be maintainable as the customer base grows, so sharing rules and permission controls scale without requiring manual administration on each new account

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