Situation: The client needed a way to easily identify important information on an account record, such as high-value customers or accounts at risk of being lost.

Task: The task was to implement a solution that would catch the attention of customer service agents when they pulled up a client's account record.

Action: To address this challenge, I implemented banners in the highlights panel that would appear on an account record based on specific filters. I achieved this by applying conditional formatting to the account record based on the specific criteria provided by the client.

Result: The implementation of this solution enabled customer service agents to immediately identify important information when they pull up a client's account record. They can tailor their interactions with the client based on the message and take appropriate actions to address any issues.

As a result, the client's customer service team was able to provide a more personalized and efficient service, leading to increased customer satisfaction.