Presentation: You are at a fast growing company that has an SFDC instance that has chosen

to prioritize functionality over optimization up until recently. This year, the company has decided
to prioritize system scalability to ensure sustainable growth for future years to come. Currently,
the company’s case support infrastructure is very basic with just routing rules and queues for
internal collaboration (customer support tickets are not done in SFDC). There is no reporting or
visibility into time spent on cases and no root cause tracking for future case reduction.

As the new admin to this initiative, you are expected to present best practices on how to ensure
system scalability, examples of seamless user experiences that minimize administrative burden,
and solutions to the top of mind issues stated.

The issues top of mind are:

- Creation of duplicate records (Leads, Contact, Account)
- Existing duplicate records (Leads, Contact, Account)
- Too many fields not relevant to all users
- No visibility into SLA adherence on internal support cases
- Lack of guidance on how to self-service issues

An ideal solution should:

- Demonstrate how this is easy for admins to maintain as new changes arise
- Demonstrate an optimized page layout and what your techniques and strategies were
- Show how we can build a way to upgrade our Case infrastructure to ensure adherence
to SLAs
- Show how to prevent duplicates and how to handle existing duplicates
- Show what can do to help users solve their own challenges before needing to submit a
Case

Please expect to build a proof of concept in a sandbox environment and demo. Please feel free
to take this exercise as far as you’d like to go. If you need to make assumptions to move
forward, please feel free to do so and tell us what they were at the beginning of your
presentation.

This assignment is designed to give us insight into your:

- Problem Solving Skills - approach to a problem
- Communication Skills - ability to explain a solution, ask questions, interact with others
- Technical Skills - Your ability to map a process, design scalable data models in
Salesforce, and balance user experience with maintainability
- This is NOT a test of the correctness nor completeness of your solution