Strengthening Service Cloud to reduce avoidable tickets, improve case visibility, and bring recall intake into one system.

Salesforce Solution Summary

CUBE84 enhanced Salesforce Service Cloud with focused improvements that reduced friction for customers and improved visibility for support leadership.

Salesforce products and elements included

• Service Cloud Case Management with queue-based routing and clean source values
• Chatbot enhancements aligned to Salesforce Knowledge to support self-service
• Reports and dashboards for case source insights and article effectiveness tracking
• Website recall form integration that creates Salesforce Cases and captures required customer details at intake

Rollout followed a targeted enhancement path, addressing the highest-volume drivers first and then strengthening reporting and recall governance.

Beyond the Surface Problem

Support teams were dealing with a steady rise in ticket volume. But the signals behind those tickets were getting weaker. Cases coming from the “Contact Us” form and those created through the chatbot were flowing into the same stream, often with very little distinction. Over time, it became difficult to understand what customers were actually asking for, which help content was doing its job, and where teams should focus improvements.

It was assumed that the chatbot would successfully reduce case volume on its own. At the same time, reporting was expected to remain useful although all intake sources were blended. Soon, the visibility teams relied on began to fade.

Good Earth Lighting’s Objective

• Reduce avoidable support requests by improving chatbot-guided self-service
• Establish clear case ownership and reliable source tracking across channels
• Build a recall intake process that captures customer details directly in Service Cloud

Here’s How We Did It:

We began with the chatbot because it was driving ticket creation instead of prevention. The bot was refined to present critical Knowledge articles reliably, aligned to common customer intents and frequent issues. This created a clearer self-service path before customers needed to contact support.

Next, we fixed the intake and routing structure. We established specific queues and standardized source values so cases could be separated by origin, routed consistently, and analyzed accurately. This reduced ambiguity for agents and restored confidence in reporting.

We then delivered detailed Service Cloud reporting designed around operational questions leadership needed to answer. Reports were built to show case trends by source and provide visibility into Knowledge article usage and performance signals.

Finally, we integrated a recall form on the website that creates Salesforce Cases and captures customer details in a structured format. This removed manual collection and ensured recall activity could be tracked and managed within the same operational system.

Transformation In Motion

Customers began reaching answers faster through improved self-service experiences. Support teams gained clearer case ownership through routing aligned to source values and queue structure. Reporting moved from approximation to dependable insight, making it easier to see which channels were driving demand and which Knowledge content reduced follow-up.

The recall process became trackable end-to-end. Customer details are now captured at intake, stored consistently in Salesforce, and available immediately for follow-up and reporting.