In this episode of “How I Solved It” on Salesforce+, #AwesomeAdmin Paolo Sambrano solves an inefficient service desk experience using App Builder and Flow. Learn how he approached building his solution and his tips for developing admin skills.
The problem
A long, long time ago, someone (ahem, maybe a less-experienced me) built a service desk solution that, while its heart was in the right place, was clunky to use on the day-to-day—and clunky is being generous. If someone wanted to create a case about a broken keyboard for our IT team, they had to log in to Salesforce, use the utility bar to connect to an experiences page where they had to reauthenticate, and then they were taken to another page where they needed to fill out a form. Exhausting. That was a lot of places and a lot of clicks, so people weren’t stoked about using it, to say
Leave a Reply