Transforming IT Support at Scale: How Cherry Creek School District Modernized Helpdesk Operations with Salesforce and Agentforce
May 13, 2026
Cherry Creek School District (CCSD) is one of Colorado’s largest and most recognized public school districts, serving over 53,000 students across more than 67 schools in the Denver metro area. With a workforce of 7,900 employees — spanning teachers, administrators, and operational staff — the district relies on a robust IT infrastructure to keep classrooms running and students learning.
But behind the district’s academic achievements, IT operations were struggling to keep pace. A fragmented, reactive support environment was slowing down staff, frustrating employees, and preventing IT leadership from making data-informed decisions. That’s where Elevation Solutions and Salesforce came in.
The Challenge: A Reactive IT Environment Without Visibility
Before engaging Elevation Solutions, Cherry Creek’s IT helpdesk operated primarily through disconnected tools, email chains, and spreadsheet-based tracking. Key pain points included:
The result was an IT team spending more time triaging inbound chaos than solving strategic problems — and a district staff that had lost confidence in IT’s ability to respond.
The Solution: A Unified IT Service Platform Built on Salesforce
Elevation Solutions implemented a purpose-built helpdesk and IT operations platform using Salesforce Service Cloud and Agentforce — configured specifically for the operational realities of a large public school district. Built on a strong out of the box foundation. No duct tape. Just a clean, scalable architecture built to grow with the district.
Helpdesk & Case Management
- Web-to-Case and Email-to-Case intake for all ticket channels
- Intelligent case routing with queues and assignment rules
- SLA enforcement and entitlement tracking
- Agentforce AI chatbot for first-line ticket deflection
- Case Teams for cross-functional collaboration on complex issues
Knowledge Base & Self-Service
- Internal knowledge base for IT staff with searchable articles
- External public portal via Experience Cloud (no login required)
- AI-assisted resolutions surfaced by Agentforce
- Structured content library reducing repeat ticket volume
- Staff-facing FAQ and troubleshooting guides
Asset Management
- Centralized asset library for all district-owned devices
- Barcode scanner integration for physical asset tagging
- End-to-end device assignment and lifecycle tracking
- Real-time inventory visibility across all school sites
- Asset history tied directly to case and service records
Facilities Management
- Case Management configured for facility work order intake
- Maintenance request workflows with assignment and tracking
- Preventative maintenance scheduling and recurring task management
- Facilities dashboard for site managers and operations leads
- FormAssembly integrated for structured submission forms
Agentforce: AI-Powered Support at the Front Line
Agentforce will serve as Cherry Creek’s always-on first responder — triaging incoming requests, surfacing relevant knowledge base articles, and resolving common issues without human intervention. For the district’s IT team, this means fewer low-value tickets cluttering the queue, faster resolution for staff, and more time for technicians to focus on complex, high-impact problems. Agentforce is embedded directly into the Experience Cloud portal, meeting staff where they already go for support
The Results: Measurable Impact Across the District
The shift to Salesforce delivered immediate and lasting improvements across IT, facilities, and district leadership:
Real-Time IT Visibility: IT directors and principals can now access live dashboards showing open tickets, technician workloads, and resolution trends — replacing reliance on manual status updates and weekly check-ins.
End-to-End Asset Accountability: Every device is tagged, tracked, and tied to a service history. IT staff can scan a barcode and instantly see a device’s full lifecycle — from assignment to repair to retirement.
Proactive Facilities Management: Facility work orders now follow a structured intake and assignment workflow. Preventative maintenance is scheduled proactively, reducing emergency repair costs and deferred maintenance backlogs.
Dramatic Reduction in Repeat Tickets: With a public-facing knowledge base and Agentforce handling first-line triage, staff are finding answers on their own — reducing ticket volume for common issues like password resets and device troubleshooting.
A Platform Built to Expand: Cherry Creek’s Salesforce implementation is not a one-time project — it’s a foundation. The district is already exploring expanded use cases including HR onboarding workflows, procurement request management, and deeper Agentforce automation.
See Cherry Creek’s Agent in action below:
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https://elevation.solutions/wp-content/uploads/2025/11/K12-Help-Desk-Agentforce-AI-Demo.mp4
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