Automated Case Creation in Salesforce for a Global Furnace Manufacturer

Background

The client, a globally renowned manufacturer of vacuum and atmosphere furnaces operating across North America, Europe, and Asia, needed to monitor furnaces and create Salesforce tickets whenever issues arose. Previously, tickets were created manually after analyzing sensor trends, which was inefficient and unscalable.

Challenges

• Manual issue detection and ticket creation
• No integration between furnace alerts and Salesforce
• Scalability concerns for support operations
• Time-consuming manual case logging
• Lack of detail in issue reporting

Solution

Blackspektro implemented a scalable, microservice-based architecture using Azure Functions and Event Hubs. The Azure Function receives real-time data from Event Hub and historical data from a PostgreSQL database to evaluate logic and trigger Salesforce case creation via REST API.

Highlights

• Event-driven, serverless architecture
• Real-time responsiveness
• Rule-based condition evaluation
• Seamless Salesforce ticket creation
• Expandable logic for future scenarios

Technology Stack

• Azure: Functions, IoT Hub, Event Hub
• Salesforce Service Cloud
• Backend: Python, Node.js
• Database: PostgreSQL

Conclusion

The automated case creation system enabled the client to scale its operations and offer real-time support. The architecture is ready for expansion and integration with Salesforce Commerce Cloud to support order generation triggered by sensor faults.