Case study
Login support cases after connecting Okta to Salesforce and Experience Cloud
New users were being created manually, one at a time. When someone’s status changed in the source system, nothing happened on the Salesforce side. No access provisioned. No portal account created. Someone had to upload a spreadsheet to make the connection, and that process was broken often enough that login errors had become a daily support problem.
I was brought in for something else entirely. But the support queue told a story.
The fix had two parts.
Standard user provisioning was straightforward. Connect Okta to Salesforce properly and stop creating accounts by hand. That alone eliminated the manual work for every new hire going forward. No more spreadsheets. No more lag between a user being added in the source system and having access in Salesforce.
The portal provisioning was harder. The relationship between the external record and the Experience Cloud portal user had to be matched correctly, automatically, at the moment someone was assigned the app in Okta. No one had figured out how to do it. I built a workflow that searched for the right record, matched it, and created the portal user with the correct relationship in place.
Login support cases dropped from several a day to a handful a year.
The tooling to fix this had been sitting there the whole time. It just hadn’t been connected.
If your team is managing user access manually and your support queue is full of login errors, the problem is usually not the platform. It's that no one has finished setting it up.
The most expensive Salesforce problems are usually not the technical ones. They're the ones everyone has accepted as normal.
No pitch. No pressure. 30 minutes.