One Stop Discovery Complete | Kent State University

The One Stop functional team, along with an IS development team, evaluated the Salesforce platform to determine possible ways to assist the One Stop team in servicing students quickly and efficiently.

We investigated the following features:

  • Service Console Case Management
  • Student Contact Data
  • Case Management, including assignment rules
  • In-Line, Phone, Email, and Web to Case automation
  • Case Escalation
  • Task Assignments
  • Banner to Salesforce data integrations
  • Knowledge base article setup and maintenance

The team completed their discovery, which included participating in a Salesforce Accelerator focused on Console design.

The team will reconvene later this year to begin the technology build. The discovery project was great for identifying possibilities and learning how we can leverage available tools.