The Challenge
CoSo Cloud provides secure, FedRAMP-compliant hosting and managed services for enterprise learning platforms like Adobe Connect and Adobe Learning Manager. Their customers—government agencies, healthcare organizations, and financial services firms—depend on CoSo Cloud to maintain the high-availability, high-security environments where sensitive training and collaboration happen.
After a period of staffing reductions, CoSo Cloud's customer support function was operating with a skeleton crew. The leaders responsible for support weren't just managing the queue during business hours—they were fielding inquiries nights and weekends, bringing laptops to Saturday dinners just in case something came up.
This wasn't a sustainable way to operate. The constant on-call pressure was taking a toll, and the team knew they needed a smarter approach to handling inbound requests—one that could intelligently triage issues and resolve routine inquiries without requiring human intervention for every ticket.
But CoSo Cloud's leadership saw beyond the immediate pain point. They recognized that solving today's capacity problem with yesterday's approach—simply adding headcount as the business grew—would never deliver the operational leverage they needed. The goal wasn't just to stabilize current operations. It was to build a support platform that could scale efficiently, enabling the business to grow without proportionally expanding the team.
Our Approach
Finding the Right Solution in a Compliance-First Environment
Dual Logic began with a thorough analysis of CoSo Cloud's existing customer support workflows. This included reviewing historical support data to understand the types of inquiries coming in, their frequency, and how they were currently being resolved. We also examined CoSo Cloud's internal knowledge bases—the documentation and troubleshooting guides that support staff relied on to address customer issues.
With this foundation, we mapped out several potential approaches. One option involved using Microsoft Power Automate to build intelligent routing between Salesforce and PagerDuty, their on-call management system. Another explored creating custom AI workflows that would convert their knowledge bases and historical support cases into embeddings, making that institutional knowledge available to a language model capable of diagnosing and responding to common issues.
But the most promising solutions needed to clear a critical hurdle: FedRAMP compliance. Nearly all of CoSo Cloud's customers require FedRAMP authorization as a condition of doing business. Any AI-powered support system would need to operate entirely within CoSo Cloud's existing compliance boundary—no exceptions.
This constraint ultimately pointed toward the simplest and most practical path forward: Salesforce Agentforce, the AI agent capability built into Salesforce Service Cloud. Because CoSo Cloud was already a Salesforce organization with Service Cloud in place, Agentforce offered a way to introduce intelligent automation without adding new vendors, new compliance reviews, or new infrastructure.
Critically, Agentforce also provided the foundation CoSo Cloud needed for long-term scalability. Rather than a point solution for today's ticket volume, it established workflows and automation capabilities that could absorb significantly higher volumes as the business expanded.
The Results
A Platform for Growth, Not Just Relief
The engagement has produced what CoSo Cloud needed most: clarity and a foundation for scale. Instead of evaluating AI solutions in the abstract or chasing the latest tools, they now have a validated implementation plan built around technology they already own and trust.
The Agentforce implementation will enable intelligent triage of inbound support requests, routing issues based on type and urgency while automating responses to routine inquiries. This means the support team can focus their attention where it matters most—complex issues that genuinely require human judgment—rather than being pulled into every ticket that comes through the door.
For a team that had been operating in constant on-call mode, that shift represents more than operational efficiency. It's a path back to sustainable working conditions. But more importantly, it's infrastructure for growth. As CoSo Cloud expands its customer base, the support operation can scale alongside it—without the traditional assumption that more customers means proportionally more support staff.
Looking Ahead
With the strategic groundwork complete, CoSo Cloud is moving into the build phase—configuring Agentforce workflows, integrating their knowledge base, and establishing the automation rules that will power intelligent ticket handling. The immediate goal is a support operation that's responsive, compliant, and no longer dependent on round-the-clock human availability for every customer inquiry. The longer-term vision: a platform that positions CoSo Cloud to grow efficiently, with support capacity that scales through smarter workflows rather than headcount alone.