SMB case studies
SMB · Put your knowledge to work in context.
The Salesforce Certified Small Business Specialist is a Salesforce credential aimed at consultants, administrators, and partner staff who implement Salesforce for small businesses. It validates that a candidate can map a small company's sales, service, marketing, and reporting needs onto Salesforce's small business product line and standard platform tools rather than enterprise-scale architecture. The published blueprint splits the exam across six domains: Salesforce Fundamentals for Small Business (20%), Sales Cloud for Small Business (25%), Service Cloud for Small Business (20%), Marketing and Commerce for Small Business (15%), Data and Analytics for Small Business (10%), and Platform, Automation, and AI including Agentforce for Small Business (10%). Questions are multiple choice and multiple select. The SMB case studies are 5 cases and about 2,555 words.
1Lead Routing and Duplicate Management for a 12-Person Solar Installer
SunHarvest Solar is a 12-person residential solar installer using Sales Cloud. They generate about 400 leads per month from three sources: website forms (200), a home-show booth (100), and a purchased list (100).
560 words, about 3 min2Case Escalation and Entitlement for a Small Managed IT Provider
TechGuard MSP is a 25-person managed IT services provider using Service Cloud. They support 50 small business clients, each with a service contract that includes response time SLAs: Gold (2-hour response), Silver (8-hour), Bronze (24-hour).
493 words, about 2 min3Marketing Campaign Attribution for a Small Organic Skincare Brand
PureGlow Skincare is a 10-person organic skincare brand using Marketing Cloud Account Engagement (Pardot) and B2C Commerce. They run monthly email campaigns to 5,000 subscribers, plus social media ads and a loyalty program.
492 words, about 2 min4Data Quality and Reporting for a Small Fitness Studio Chain
FlexFit Studios is a chain of 5 fitness studios with 3,000 members. They use Salesforce to track members, memberships, and attendance.
515 words, about 3 min5Automation and AI for a Small E-commerce Support Team
UrbanGoods is a small e-commerce store selling home goods, with 5 support agents using Service Cloud. They handle 500 cases per month, mostly order status and return requests.
495 words, about 2 min