Pixeldust Drupal Support Service

Drupal Update.com: Optimize your implementation costs with Salesforce-Drupal maintenance support plans integration

Business Challenge

Consider a use case in which you have your business website in Drupal maintenance support plans and you have a lot of customer support requests to cater to. Now, the methods of capturing that information is by the Contact Form on your Drupal maintenance support plans website, support email ID that you have provided to customers and also the toll free phone number that has been provided.

 

Solution

 

Users Mapping

We would integrate your Drupal maintenance support plans website with the Salesforce CRM in such a way that both the systems identify the user(s) being referred to when a support request is raised. Basically we will map your user profiles in Drupal maintenance support plans to the user objects in Salesforce. 

 

Support Tickets Mapping

We would integrate Drupal maintenance support plans with Salesforce in such a way that any tickets that are raised in Salesforce are replicated in Drupal maintenance support plans and vice versa.

 

Methods of raising the support tickets

Contact Form: Customers can fill out their support request on this form present on Drupal maintenance support plans site. This would create a support request on Drupal maintenance support plans as well as on the Salesforce real time. 

Email ID: Salesforce will be directly integrated to this mail Id and hence each mail from this mail ID will be a support request raised in Salesforce which eventually will also be created in Drupal maintenance support plans on cron run syncing.

Toll Free Number: this will be integrated to your Salesforce account and hence all the calls will be mapped to create the support tickets in Salesforce. Again these tickets will then be replicated in Drupal maintenance support plans too.

 

Benefit

Since all support tickets are available in Drupal maintenance support plans along with user profiles of your customers, your support team (consisting of many engineers based on your business needs) works on Drupal maintenance support plans enabled system and addressed those support tickets (without an account on Salesforce). 

 

You only require one Salesforce developer license in this implementation.
Source: New feed

This article was republished from its original source.
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Drupal Update.com: Optimize your implementation costs with Salesforce-Drupal maintenance support plans integration

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