When Students Step Away, AI Steps In: How Salesforce‑Powered AI Streamlined a University‑Wide Leave of Absence Management
Case Study Details:
Industry:
Education
Region:
USA
Technology Stack:
Salesforce CRM · Agentforce · Experience Cloud · Omni‑Channel · Data Cloud · Prompt Builder
The Challenge
A top American university required a scalable, student‑centric solution to manage Leave of Absence (LOA) processes across academic programs. Existing workflows involved significant manual intervention, fragmented communications, and inconsistent responses to student queries. With multiple LOA scenarios—such as temporary leave, permanent withdrawal, extensions, cancellations, and return‑from‑leave requests—the university needed a unified, intelligent system that could streamline operations while ensuring policy accuracy and timely engagement.
Evoke’s Approach
- Implemented an AI-powered Agentforce bot to manage end-to-end Leave of Absence processes, including leave requests, permanent withdrawals, return-from-leave requests, status tracking, extensions, cancellations, and updates
- Integrated Salesforce Flows for backend automation, enabling seamless case creation and routing
- Configured Data Library and used Knowledge Articles to provide accurate answers for leave and university policy questions
- Enabled real time engagement via Omni-channel flow and messaging channels with effective session management and inactivity handling
The Outcomes
| Metric | Before Agentforce Implementation | After Agentforce Implementation |
|---|---|---|
| Student leave request processing | Heavily manual handling across teams | Automated end‑to‑end LOA request handling |
| Manual intervention | High dependency on administrative staff | Significantly reduced manual intervention |
| Response consistency | Variable responses across channels | Consistent, policy‑aligned responses |
| Query resolution time | Slower, multi‑touch follow‑ups required | Faster query resolution |
| Student experience | Fragmented and transactional interactions | Guided, conversational user experience |
| Engagement across channels | Limited real‑time interaction | Real‑time engagement via Omni‑Channel messaging |
- Automated student leave request handling significantly reduces manual intervention
- Improved response consistency with faster query resolution
- Enhanced user experience through guided, conversational interactions
