Salesforce Experience Cloud

Michigan State University (MSU)

Salesforce Experience Cloud

institutional profile

Located in East Lansing, Michigan State University is the nation’s premier land-grant university and is one of the biggest and greenest in the nation; enrollment is 50,000.

Challenge

– Anticipated significant increase in number of families supported by the Kinship Care Resource Center – No current tools that allowed Navigators to easily manage monthly outreach and incoming support to caregivers – Needed a way to manage a public resource directory and to track referrals to relatives caring for relative children

Solutions / Results

With the help of SIG, MSU Kinship Care Resource Center implemented Salesforce Service Cloud so that internal Navigators are able to track caregiver outreach and incoming support. Through the Service Cloud console, Navigators use Salesforce Knowledge to make referrals and efficiently capture intake calls through a custom flow. Knowledge resources are surfaced through a custom UI on a public Experience Cloud site and are integrated with a third party source which includes a complex taxonomy.

Products Used

– Service Cloud – Salesforce Knowledge – Experience Cloud – Flow – Custom Development – Integration – Reports/Dashboards

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Michigan State University (MSU)