Optimizing Service Cloud for Case Tracking & Enhanced Search

The customer, a leading unifying identity management solution provider, was using Salesforce Service Cloud to automate their service processes. However, they were struggling with tracking cases through historical conversations. It was because the customer and executive conversations appeared only as emails on the back end, restricting public access, self-support, and smooth tracing. They wanted to optimize their Salesforce Service Cloud instance for case tracking and enhanced search.