A Salesforce Service Cloud implementation enabling a growing cleaning business to manage client queries, complaints, and service requests through a centralised support desk — replacing unstructured phone and email handling with automated case management, SLA enforcement, and agent productivity tools.
| Business | Cleaning Services (anonymised portfolio scenario) |
| Cloud | Salesforce Service Cloud |
| Build Type | Demo Org — Portfolio Project |
| Author | Sharon Chidzere, Salesforce Administrator |
| Version | v1.0 — April 2026 |
| Website | salesforcesharon.com |
1. Business Context
Cleaning Services is a small-to-medium commercial and residential cleaning business servicing properties across the local area, including private residential clients, letting agencies, and property management companies. The business manages a team of cleaning operatives and office-based staff who handle client communications and scheduling.
As the business has grown, so has the volume and complexity of client queries. Before this Service Cloud implementation, all client contact was handled informally — phone calls logged in notebooks, emails managed from a shared inbox, and messages answered ad hoc. There was no centralised record of client issues, no visibility of outstanding queries, and no way to track whether problems had been resolved or how quickly.
Client queries arrived through multiple channels with no central tracking. There was no way to prioritise urgent issues, measure resolution times, or ensure consistent service standards across the team.
Note: This Service Cloud build complements an existing Sales Cloud CRM managing the operational side of the business — leads, bookings, scheduling, invoicing, and payments. Together they create a two-product story: operations in Sales Cloud, client support in Service Cloud.
2. Project Objectives
- Centralise all client queries into a single case management system regardless of channel
- Automatically route cases to the appropriate agent or queue based on type and priority
- Automatically assign SLA entitlements to cases on creation via a record-triggered Flow
- Enforce service level agreements to ensure high-priority issues are resolved within defined timeframes
- Provide agents with productivity tools — macros, quick text, and a knowledge base
- Give supervisors real-time visibility of team performance through dashboards and reports
- Enable clients to submit queries via a website form, reducing reliance on informal channels
3. Case Types
| Case Type | Description |
|---|---|
| Cleaning Issue — Regular | Client reports a standard service quality issue with a regular clean |
| Cleaning Issue — Post Renovation | Client reports issues following a post-renovation deep clean |
| Cleaning Issue — End of Tenancy | Client reports issues with an end-of-tenancy clean |
| Reschedule Request | Client requests a change to a scheduled clean date or time |
| Inventory Issue | Client reports a missing or damaged item following a clean |
4. Case Channels
| Channel | Salesforce Method |
|---|---|
| Phone | Agent manually creates a case in the Service Console during or after the call |
| Email-to-Case — inbound emails automatically create a case linked to the matching contact | |
| Website Form | Web-to-Case — structured form embedded on the business website creates a case on submission |
| WhatsApp / SMS | Agent manually creates a case and sets Case Origin to WhatsApp or SMS for reporting |
Native WhatsApp integration requires Salesforce Digital Engagement. For this demo org, WhatsApp contacts are captured manually by the agent with Case Origin used to track the channel for reporting — a pragmatic, cost-aware design decision appropriate for a business at this stage.
5. Service Level Agreements
| Milestone | High Priority | Medium / Low Priority |
|---|---|---|
| First Response to Customer | Within 60 minutes | Within 4 hours |
| Close Case | Within 4 hours (240 minutes) | Within 16 hours |
Business hours are defined as Monday to Friday, 8:00am to 6:00pm. SLA countdown begins at case creation and milestone tracking is automated via the Entitlement Process.
6. What I Would Build Next
- Experience Cloud portal — a self-service portal where clients can raise cases and view their case history
- WhatsApp via Digital Engagement — replacing manual case creation with a native channel
- Einstein Classification — automatically categorising and prioritising cases based on email content
- Post-resolution feedback survey — capturing client satisfaction scores on the resolved case record
- Operative mobile access — enabling cleaning operatives to view and update job cases in the field