Salesforce

Creating a One-Stop-Shop Salesforce Customer Community

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.)

The Digital Essentials, Part 3
The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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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”

Learn more about our work with Tenable

About the Author

Marisa Lather is the Employment Branding Marketing Manager at Perficient and is proudly dedicated to developing the Perficient culture. Known as @MarketerMarisa, she is a data-driven design thinker who specializes in creating aesthetic brand experiences that delight. With an inbound marketing specialization in multimedia content creation and engagement, she develops and executes omnichannel campaigns, blending online and offline worlds to create data-informed content and affinity-building experiences for brands. She is actively engaged in the national marketing community, blogs about modern business, personal development, marketing and more at www.MarketerMarisa.com, and speaks at conferences about around the country. Connect with Marisa on LinkedIn and follow @MarketerMarisa on Twitter, Instagram, and Pinterest.

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