Website Change Management
Salesforce Service Cloud | Case Management | Screen Flow | Record-Triggered Flow| Queues | Reports & Dashboards | Agentforce
Business Problem
Marketing and content teams regularly request updates to company websites such as content changes, bug fixes, and new feature additions.
These requests are often submitted through email, chat messages, or spreadsheets, making them difficult to track and prioritize. Without a structured system, web teams can struggle to manage incoming work and ensure updates move through review and completion efficiently.
Solution
The Website Change Management app is a Salesforce Service Cloud solution built using the standard Case object. Website update requests are submitted through a Screen Flow and created as Case records. A Record-Triggered Flow routes requests between the Web Requests and Web Team queues based on status, while an Agentforce Employee Agent can audit requests and assist teams in correcting record data.
Project Details
This business process map shows how website change requests move from submission to completion. Requests are captured through an intake process, reviewed and triaged, then routed to the Web Team for implementation. After the change is completed, the request is closed and reports provide operational visibility into request status and workload.
