Cloudera
About Cloudera
Cloudera is a global leader in data management, analytics, and artificial intelligence, with approximately 2,500 employees worldwide. The company delivers a powerful hybrid data platform that helps organizations manage, analyze, and unlock insights from their data, whether it’s stored on-premises, in the cloud, or across multiple environments. Cloudera’s platform supports advanced use cases such as real-time data processing, machine learning, and AI at scale. Their customers include some of the world’s largest enterprises across industries like finance, healthcare, telecommunications, retail, and the public sector—businesses that rely on data to innovate and make mission-critical decisions.
Project Objectives
With a large customer base and complex technical products, providing timely and accurate support is essential to Cloudera’s customer experience strategy. Cloudera aimed to make its support experience faster, smarter, and more user-friendly. The goal was to help customers and partners find the right answers more easily and streamline the process of creating and resolving support cases by improving the overall user experience on the Experience Cloud site. They also needed greater flexibility to personalize the experience, surface helpful content at the right moments, and ensure different user groups saw only what was relevant to them.
Solution
Working closely with Cloudera, Advanced Communities implemented a solution on Salesforce Experience Cloud that combines intuitive knowledge management with AI-assisted case handling.
Customers and partners can now access support articles directly from the portal or during case creation, reducing the need to contact support for common issues. The case submission process was enhanced with smart prompts and dynamic forms, helping users provide all the necessary details from the start.
AI capabilities now surface similar cases, suggest next steps, and offer easier ways to escalate or close cases. Built-in notifications and validation alerts keep everyone informed, while flexible visibility rules ensure that only the right users see specific cases or updates.
The scope of work included:
• Building a new support portal from the ground up on Salesforce Experience Cloud
• Full UI/UX design and backend logic
• Custom development to meet Cloudera’s specific support workflow and user access requirements
• Replacing out-of-the-box Salesforce components with a custom UI
• Configuring Salesforce-native Knowledge Article Management
• Implementing advanced case management logic, including smart routing, escalation paths, and dynamic forms
• Integrating with external systems to ensure all tools work together seamlessly within Salesforce
Benefits & Results
Cloudera’s new AI-powered support portal has transformed both the customer and partner experience. Here’s what users can now do:
Centralized platform for smart self-service. Customers now enjoy seamless access to AI-curated knowledge sourced from public content, intelligent search, and streamlined case management—all in one place. Cases are created directly in Salesforce and made visible to customers.
Faster support. Customers find answers more quickly, reducing the volume of new support cases. Relevant articles, how-to guides, and product updates are now easier to discover without digging through menus or running multiple searches. Helpful content is highlighted contextually, right where it’s needed.
Smarter case creation. When customers do need to log a support case, the portal guides them step-by-step, suggesting relevant articles, prompting for the right details, and minimizing back-and-forth. This results in higher case quality and faster resolution from the outset.
AI that helps, not takes over. Powered by Cloudera’s proprietary generative AI, the portal delivers increasingly personalized support as it learns. It offers intelligent suggestions and insights while preserving human oversight—speeding up workflows and improving accuracy, without compromising control.
Easy case management. Customers can view similar cases, identify past solutions, and access guided recommendations—enabling faster self-resolution. The advanced case management logic developed by AC is fully configurable via a custom-built configurator, allowing the Cloudera team to adapt and update without developer input.
Improved customer experience. With clearer forms, smarter guidance, and timely updates, the entire support journey is more intuitive. Customers and partners benefit from an efficient, intelligent process that automates routine tasks—freeing up Cloudera’s experts to focus on high-value interactions.
