New Salesforce customers weren’t onboarding. They were scavenging. The ecosystem was so large and fragmented that first-time users spent more time searching for where to begin than actually using the product. Support saw the same foundational questions on repeat, and adoption lagged because customers stalled before taking their first meaningful action.

I analyzed support tickets, community threads, and onboarding queries to understand where new users consistently got stuck. The patterns were clear. People didn’t know where to configure core features, couldn’t find the right settings, struggled to understand feature differences, and weren’t sure which tool to use for which workflow. The issue wasn’t technical ability. It was cognitive load, fragmentation, and documentation that didn’t meet people where they were.

I designed the Easy Bot as an onboarding layer that made the ecosystem navigable. It identified who the customer was, what they were trying to do, and how much context they already had. Then it provided the exact next step, the correct feature, or the right configuration instructions without sending users through long learning paths or scattered documentation.

The bot became a guidance engine that shortened the distance between “I’m lost” and “I can take action.”