Online security vulnerability is a threat every business faces.
Our client, Tenable, is a creator of platform cybersecurity software and protects the connected devices and computer platforms of 24,000 organizations around the world. While serving 50% of the Fortune 500, government agencies, and other organizations across private and public sectors, their loosely branded, inflexible customer community was not offering the quality experience or functionality they needed.
Tenable engaged Perficient to rebuild and customize their customer community. They also had a firm deadline to be delivered ahead of Tenable’s end-of-year code freeze. Our team got right to work. (Spoiler Alert: we ensured they met their deadline.)
Tenable’s Recipe for a One-Stop-Shop for Knowledge, Case Management, and Collaboration
Salesforce Community Cloud
Salesforce Communities were chosen to maintain the data in one spot, but also to provide an easy-to-maintain, branded interface for the community manager. We built a customer community using Salesforce Community Cloud with a custom theme and several custom components to meet all their requirements.
Enhancing Live Agent
Live Agent was implemented for customers with advanced supportlevel questions to contact reps for answers. The enhanced Live Agent pre-chat forms simplifies the user experience to request support for existing cases and provides support reps key information about the customer before accepting the chat. In addition, queues and routing allow Tenable to appropriately direct conversations to the right rep, improving user experience quality.
Optimizing Processes
In addition, we customized many processes to meet business requirements around cases and visibility of records, designed and built a custom theme to match branding, and customized the Live Agent user interface, including a pre-chat form.
Delivering the Results Tenable Needed
Now, Tenable has a customer community that enables them to:
- Make real-time updates to the community through the Community Builder
- Manage all aspects of the community (moderation, KB, questions, groups, custom components) from one place, all in Salesforce
- Increase community engagement and education by enabling all community users to see questions and topics
- Promote self-service by enabling support-eligible users to engage in case management activities and “chat” via Live Agent”
