A SASE Leader



Santa Clara, California, US


Computer and Network Security

Technologies Used

Apex, LWC, Aura

Implementation Time Frame

Currently Working

A SASE Leader

Netskope, a global cybersecurity leader, is redefining cloud, data, and network security to help organizations apply zero trust principles to protect data. Fast and easy to use, the Netskope platform provides optimized access and real-time security for people, devices, and data anywhere they go. Netskope helps customers reduce risk, accelerate performance, and get unrivaled visibility into any cloud, web, and private application activity. Thousands of customers, including more than 25 of the Fortune 100, trust Netskope and its powerful NewEdge network to address evolving threats, new risks, technology shifts, organizational and network changes, and new regulatory requirements. Learn how Netskope helps customers be ready for anything on their SASE journey.

Services we performed

  • The Customer Service ecosystem was migrated from Zendesk to Salesforce.
  • Created a platform for Netskope's customer service where users may file complaints about the company's products
  • Addressing case management for all of the customers across the various regions.
  • Service for managing sales opportunities and leads with the CPQ system.



  • Web service (cross platform) created to download files larger than 12 MB.
  • Using the most recent milestone data, a formula field was constructed to update the Next SLA Column. To appropriately display the Next SLA Breach column, refresh the listview every minute.
  • Implemented full Service Cloud for the Netskope Customer Service.
    • Case Management
      • Email-to-Case for Global Region
      • Case Assignment to Queue as per Region by Flow
      • Case Routing to Support Engineer by Oqueue base Omni Channel
      • Custom Case Escalation as per requirement
    • Support Portal for Customer and Partner with Single Customer Community login license
      • Customize same community for Partner by Profile and Sharing Set
      • Customer Case form with multiple requirements Like, Customer can upload large file more than 5 MB.
      • Custom Customers can add CC users(Different Company) on New and Existing Case.
    • Knowledge Base Management 
      • Setup Knowledge Articles with Different Category for Internal and External User
      • Auto display suggested article on Case subject for Customer/Partner
    • Entitlement Process
      • Setup Entitlement
    • Custom Slack Integration
      • Notify Priority Case on Channel for Immediate response/routing
    • JIRA Integration
      • Custom Linked Salesforce Case with JIRA Issue
      • Custom Daily Job is updating the JIRA issue in Salesforce.

Results/Outcome and Benefits

  • Tracking historical data with uploaded files was useful.
  • Next SLA Breach column provides the urgency of the SLA targets which helps prioritize the tickets Service Representatives address.