Context
Standard operating procedures lived in SharePoint, disconnected from the agents who needed them inside Salesforce.
Problem
Procedures were hard to find, approvals happened over email, and SharePoint licensing and maintenance carried a real operational cost.
Approach
- Modelled SOPs as Salesforce Knowledge articles with the metadata agents actually search by.
- Replaced email sign-off with Flow-driven approval processes and clear ownership.
- Built reports so procedure owners could see what was stale, pending or recently changed.
Next step