Building a Branded Community with Salesforce

Tenable is a creator of platform cyber security software and protects 50% of the Fortune 500, government agencies, and other organizations across private and public sectors.

QUICKLY NEEDED A REFRESHED CUSTOMER COMMUNITY

Tenable maintained a loosely branded, inflexible customer community that required an integration with Salesforce. The company had a goal to enable self-service for its community users (authenticated and unauthenticated) and to maintain those related processes in a centralized location (Salesforce). Tenable also wanted to be able to make real-time updates through the Community Builder.

The requested functionality had a firm deadline to be delivered ahead of Tenable’s end-of-year code freeze.

A One-Stop-Shop for Knowledge, Case Management, and Collaboration

We quickly narrowed down the scope of the project to identify what could be accomplished in time to meet Tenable’s deadline.

Tenable has all its data in Salesforce, and its original community lived in Jive, which didn’t have an ideal user interface with which to manage the community. Salesforce Communities were chosen to maintain the data in one spot, but also to provide an easy-to-maintain, branded interface for the community manager.

We built a customer community using Salesforce Community Cloud with a custom theme and several custom components to meet all requirements.

Live Agent was implemented for customers with advanced supportlevel questions to contact reps for answers. The enhanced Live Agent pre-chat forms simplifies the user experience to request support for existing cases and provides support reps key information about the customer before accepting the chat. In addition, queues and routing allow Tenable to appropriately direct conversations to the right rep, improving user experience quality.

In addition, we customized many processes to meet business requirements around cases and visibility of records, designed and built a custom theme to match branding, and customized the Live Agent user interface, including a pre-chat form.

We built a customer community using Salesforce Community Cloud with a custom theme and several custom components to meet all requirements.

A Robust New Community, Delivered on Time

We met the aggressive code-freeze timeline, delivering a solution that enables Tenable to:

  • Make real-time updates to the community through the Community Builder
  • Manage all aspects of community (moderation, KB, questions, groups, custom components) from one place, all in Salesforce
  • Increase community engagement and education by enabling all community users to see questions and topics
  • Promote self-service by enabling support-eligible users to engage in case management activities and “chat” via Live Agent”

Related Work