A Custom Lightning Experience Streamlining Self-Service and HR Case Resolution
At Cypress Learning, we thrive on building scalable, secure Salesforce solutions that solve real-world business challenges. One of our recent engagements involved a large private healthcare organization looking to modernize how their employees interacted with HR—while maintaining strict privacy standards for sensitive PII data.
Their goal?
Move to Experience Cloud and create a unified, mobile-friendly, and secure self-service hub for HR-related tasks, questions, and support.
🧩 The Business Challenge
The client’s existing HR tools were fragmented and inefficient:
- Employees couldn’t easily track or manage open HR tasks
- HR agents were flooded with repetitive case submissions
- Client needed to modernize the way employees accessed HR resources
- Existing systems did not provide mobile access, and user experience was limited
- Most critically, handling of HR cases was manual and support cases would be open for days
With a growing workforce and strict healthcare compliance requirements, the client needed a modern, secure, and scalable platform to power employee HR interactions.
💡 Our Solution: A Custom Salesforce Experience Cloud Implementation
We built a completely custom Experience Cloud portal tailored to the organization’s HR processes and security needs, leveraging Lightning Web Components (LWC) for a fast, responsive UI.
🔧 Key Features Delivered:
✅ Custom Activity Feed (LWC-Powered)
We developed a secure, dynamic Activity Feed that syncs with the client’s HR system to show employees their personalized list of outstanding tasks—from benefits enrollment to training deadlines. This feature gives users real-time visibility and reduces the need for HR follow-ups.
✅ Custom Theming with Lightning Components
The portal wasn’t just functional—it looked good too. Our team built a custom-branded theme using Lightning components to match the client’s corporate design language, delivering a cohesive and polished experience.
✅ Mobile-First Design
The entire Experience Cloud site was optimized for mobile responsiveness, ensuring users could engage with HR services on any device, at any time.
✅ Integrated with Pardot and Service Cloud
The Experience Cloud site was deeply integrated with:
- Marketing Cloud Account Engagement (Pardot) to personalize content and drive HR campaign engagement
- Service Cloud to power HR case management and escalation
- Live Chat to offer real-time assistance directly from the portal
✅ Knowledge-Driven Self-Service
We implemented a curated Knowledge Base that reduced case volume by enabling employees to find answers fast—covering topics like PTO, payroll, compliance, and benefits.
🔒 Built with PII Protection in Mind
Privacy and compliance were at the core of the project. We:
- Applied field-level security and conditional visibility to control data exposure
- Ensured all activity feed and case-related data was stored and displayed in compliance with healthcare data standards
- Worked with IT and compliance teams to audit security practices and test access controls
🎯 The Results
After launch, the healthcare provider saw immediate improvements:
- 40% reduction in basic HR case submissions
- 2x increase in employee satisfaction with HR services
- Higher engagement with training and onboarding tasks via the activity feed
- Significantly improved response times and resolution rates for HR inquiries
- A scalable model for future portals in other departments (IT, Compliance, etc.)
💬 What the Client Said
“This Experience Cloud solution transformed how we support our employees. The custom activity feed alone has saved our HR team hours every week—and employees love the new interface.”
— Operations Director
Ready to Build a Secure, Scalable Experience?
Whether you’re in healthcare, finance, or any industry that handles sensitive employee data, Cypress Learning can help you leverage Salesforce Experience Cloud to create secure, modern self-service portals tailored to your users.
📩 Contact us to schedule a free consultation and see how we can streamline your employee experience.