Use Case<\/p>\n<\/div>
Learn more about the efficient, secure, clear, and transparent transfer of service cases from the service portal to Salesforce Customer 360 via API (Application Programming Interface) for the automotive and mechanical engineering industries.<\/em><\/p>\n<\/div> Learn more about the efficient, secure, clear, and transparent transfer of service cases from the service portal to Salesforce Customer 360 via API (Application Programming Interface) for the automotive and mechanical engineering industries.<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div> The mapping of end-to-end service processes involving a wide variety of service cases, such as<\/p>\n requires the integration of appropriate service portals to route inquiries to the downstream customer service solution, Salesforce Customer 360. This enables more efficient handling of service requests, improved communication with customers, and faster problem resolution, all of which help increase customer satisfaction and, consequently, customer loyalty.<\/p>\n However, a trivial solution involving API calls for each individual service request leads to a wide range of problems due to the potential for parallel processing and the technical architecture of the systems. In addition, the process of returning information about the service case to the service portal must be mapped out in order to display the current status.<\/p>\n<\/div> The experts at CAS AG developed an API system in the Microsoft Azure Cloud to serve as middleware between the service portal and Salesforce Customer 360:<\/p>\n Efficient<\/strong> \u2013 Consolidating service cases in a database for upload to the Salesforce Bulk API to reduce API calls and minimize unnecessary data traffic.<\/p>\n Secure<\/strong> \u2013 Secure your in-house API using the SAP BTP Integration Suite\u2019s API Management Capability to implement modern authentication and authorization methods for data protection. Data transfer also involves transaction monitoring and troubleshooting processes, including Resending of messages has been secured.<\/p>\n Understandably<\/strong>, translating the primary keys for the same objects in the service portal (front end) and Salesforce (back end), along with daily synchronization routines, ensures that all ID relationships are recognized and case data is automatically translated. As middleware, the API speaks the language of all connected systems.<\/p>\n Transparent<\/strong> \u2013 Monitoring of each step in the data processing workflow via Splunk Enterprise, as well as email alerts sent to the appropriate personnel in the event of exceptions.<\/p>\n<\/div> As experts in the integration of a wide variety of systems, CAS AG also acts as a bridge between the requirements of the business units and the technical implementation. Agile project methods are used to develop the detailed architectural design. Required fields in the API and database, as well as expected error scenarios and their solutions, are carefully documented.<\/p>\n<\/div> Key Figures<\/strong><\/p>\n<\/div> Industry<\/strong><\/p>\n<\/div> Automotive and Mechanical Engineering Industries<\/p>\n<\/div> Technology<\/strong><\/p>\n<\/div> SAP BTP Integration Suite<\/a> with API management capabilities, Microsoft Azure Cloud Platform<\/a>, Salesforce Customer 360, Splunk Enterprise<\/p>\n<\/div> Processes<\/strong><\/p>\n<\/div> Trouble-to-Resolution (T2R), Issue-to-Resolution (ITR), Service Request Submission via API<\/p>\n<\/div> “Thanks to the new middleware, Salesforce now receives neatly bundled bulk uploads of new service cases with minimal delay after they are entered by the end user.<\/em>\u201d<\/em><\/p>\n<\/div><\/div><\/div> Senior Integration Consultant The mapping of end-to-end service processes involving a wide variety of service cases, such as<\/p>\n requires the integration of appropriate service portals to route inquiries to the downstream customer service solution, Salesforce Customer 360. This enables more efficient handling of service requests, improved communication with customers, and faster problem resolution, all of which help increase customer satisfaction and, consequently, customer loyalty.<\/p>\n However, a trivial solution involving API calls for each individual service request leads to a wide range of problems due to the potential for parallel processing and the technical architecture of the systems. In addition, the process of returning information about the service case to the service portal must be mapped out in order to display the current status.<\/p>\n<\/div> The experts at CAS AG developed an API system in the Microsoft Azure Cloud to serve as middleware between the service portal and Salesforce Customer 360:<\/p>\n Efficient<\/strong> \u2013 Consolidating service cases in a database for upload to the Salesforce Bulk API to reduce API calls and minimize unnecessary data traffic.<\/p>\n Secure<\/strong> \u2013 Secure your in-house API using the SAP BTP Integration Suite\u2019s API Management Capability to implement modern authentication and authorization methods for data protection. Data transfer also involves transaction monitoring and troubleshooting processes, including Resending of messages has been secured.<\/p>\n Understandably<\/strong>, translating the primary keys for the same objects in the service portal (front end) and Salesforce (back end), along with daily synchronization routines, ensures that all ID relationships are recognized and case data is automatically translated. As middleware, the API speaks the language of all connected systems.<\/p>\n Transparent<\/strong> \u2013 Monitoring of each step in the data processing workflow via Splunk Enterprise, as well as email alerts sent to the appropriate personnel in the event of exceptions.<\/p>\n<\/div> As experts in the integration of a wide variety of systems, CAS AG also acts as a bridge between the requirements of the business units and the technical implementation. Agile project methods are used to develop the detailed architectural design. Required fields in the API and database, as well as expected error scenarios and their solutions, are carefully documented.<\/p>\n<\/div> Key Figures<\/strong><\/p>\n<\/div> Industry<\/strong><\/p>\n<\/div> Automotive and Mechanical Engineering Industries<\/p>\n<\/div> Technology<\/strong><\/p>\n<\/div> SAP BTP Integration Suite<\/a> with API management capabilities, Microsoft Azure Cloud Platform<\/a>, Salesforce Customer 360, Splunk Enterprise<\/p>\n<\/div> Processes<\/strong><\/p>\n<\/div> Trouble-to-Resolution (T2R), Issue-to-Resolution (ITR), Service Request Submission via API<\/p>\n<\/div> “Thanks to the new middleware, Salesforce now receives neatly bundled bulk uploads of new service cases with minimal delay after they are entered by the end user.<\/em>\u201d<\/em><\/p>\n<\/div><\/div><\/div> Senior Integration Consultant The mapping of end-to-end service processes involving a wide variety of service cases, such as<\/p>\n requires the integration of appropriate service portals to route inquiries to the downstream customer service solution, Salesforce Customer 360. This enables more efficient handling of service requests, improved communication with customers, and faster problem resolution, all of which help increase customer satisfaction and, consequently, customer loyalty.<\/p>\n However, a trivial solution involving API calls for each individual service request leads to a wide range of problems due to the potential for parallel processing and the technical architecture of the systems. In addition, the process of returning information about the service case to the service portal must be mapped out in order to display the current status.<\/p>\n<\/div> The experts at CAS AG developed an API system in the Microsoft Azure Cloud to serve as middleware between the service portal and Salesforce Customer 360:<\/p>\n Efficient<\/strong> \u2013 Consolidating service cases in a database for upload to the Salesforce Bulk API to reduce API calls and minimize unnecessary data traffic.<\/p>\n Secure<\/strong> \u2013 Secure your in-house API using the SAP BTP Integration Suite\u2019s API Management Capability to implement modern authentication and authorization methods for data protection. Data transfer also involves transaction monitoring and troubleshooting processes, including Resending of messages has been secured.<\/p>\n Understandably<\/strong>, translating the primary keys for the same objects in the service portal (front end) and Salesforce (back end), along with daily synchronization routines, ensures that all ID relationships are recognized and case data is automatically translated. As middleware, the API speaks the language of all connected systems.<\/p>\n Transparent<\/strong> \u2013 Monitoring of each step in the data processing workflow via Splunk Enterprise, as well as email alerts sent to the appropriate personnel in the event of exceptions.<\/p>\n<\/div> As experts in the integration of a wide variety of systems, CAS AG also acts as a bridge between the requirements of the business units and the technical implementation. Agile project methods are used to develop the detailed architectural design. Required fields in the API and database, as well as expected error scenarios and their solutions, are carefully documented.<\/p>\n<\/div> “Thanks to the new middleware, Salesforce now receives neatly bundled bulk uploads of new service cases with minimal delay after they are entered by the end user.<\/em>\u201d<\/em><\/p>\n<\/div><\/div><\/div> Senior Integration Consultant\n
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