2 mo
delivery with a 1-specialist build
Case study · Salesforce · Request automation
Salesforce automation — type-specific request forms for medical support.
A US medical support center using Salesforce needed type-specific request registration — different forms for different request types, with conditional fields. Salesforce doesn't ship this out of the box. We built a custom Lightning app in 2 months: support staff now register doctor requests with only the fields that matter per request type.
Case · Hospitals
shippedUnited States · Medical support center
Dynamic
forms per request type
Auto-route
to responsible personnel
Salesforce-native
no external tools
Stack·
Apex · Lightning Web Components · Salesforce Platform
2 mo
delivery with a 1-specialist build
Dynamic
forms per request type
Auto-route
to responsible personnel
Salesforce-native
no external tools
The challenge
Three problems — all at once.
The client used Salesforce, but its default request-registration UI presented one generic form for all request types. Support staff had to wade through irrelevant fields for every call.
What they needed was type-specific intake — when staff select request type 'Provider', only Provider-required fields show. Same for every other category.
Salesforce doesn't provide this conditional-field functionality out of the box, so it had to be custom-built, while staying entirely on the Salesforce platform to avoid introducing another tool into the support stack.
What we did
Seven specific things.
- 01Built a custom Salesforce Lightning app for support staff to register medical-center cases
- 02Designed dynamic forms where field visibility is driven by request type — only relevant fields render per category
- 03Implemented the case-routing logic to automatically transfer registered requests to the personnel responsible for that request type
- 04Optimized the form-switching UX so staff move between request types without re-entering shared data
- 05Delivered the entire app on Salesforce platform — no external tools, no integration overhead
- 06Established the workflow: call comes in → staff registers via the app → system stores it → request routes to the responsible team
Tech stack
ApexLightning Web ComponentsSalesforce Platform
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