Customer Experience

Customer Experience · Digital Portal

Experience Cloud & API Platform

Case Study: Experience Cloud & API Platform — a branded Salesforce self-service portal with secure Apex REST APIs and SSO for customers and partners.

Salesforce & AIFull-Stack EngineeringDevOps & Cloud Architecture

Discuss Similar Work

Self-serve

Customer Channel

API

Secure Access

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Customer Experience · Digital Portal

Experience Cloud & API Platform

Experience Cloud Developer

Case Study: Experience Cloud & API Platform — a branded Salesforce self-service portal with secure Apex REST APIs and SSO for customers and partners.

Customer ExperienceExperience CloudLightning Web ComponentsApex RESTNamed CredentialsSSO

Self-serve

Customer Channel

API

Secure Access

SSO

Auth UX

LWC

Modern UI

Experience Cloud & API Platform overview

Executive Summary

Customers had no self-service channel and relied entirely on support agents for account status and requests, driving high case volume and slow response times.

We built an Experience Cloud portal with custom Lightning Web Components, Apex REST APIs, named credentials, and single sign-on — giving customers a secure digital channel while reducing agent load.

Product UI

Project Screens

Salesforce Lightning Web Component screens from the loan origination platform — application intake, underwriting risk assessment, and pipeline Kanban — each built for financial services lending teams.

Screen 01

Customer Portal Experience (LWC)

Branded Experience Cloud self-service portal with custom Lightning Web Components for account status, requests, and authenticated journeys.

The Customer Portal Experience gives customers a branded Salesforce Experience Cloud channel instead of agent-only support. Custom Lightning Web Components power authenticated and guest journeys for account status, case/request intake, and self-service updates — with object- and field-level security enforced through Experience Cloud profiles and sharing sets.

Experience Cloud site with branded customer self-service UX
Custom LWC components for account, request, and status workflows
Guest and authenticated security models with sharing sets
Reduced agent load for routine status and update inquiries

Experience CloudLightning Web ComponentsSalesforce Security

Screen 02

Apex REST APIs & Single Sign-On

Secure Apex REST API layer with named credentials and SSO so portal users and partners access Salesforce data without repeated logins.

Apex REST APIs & Single Sign-On connect the portal and external partner systems to Salesforce through a governed API platform. Named credentials manage outbound integrations, authenticated REST endpoints expose business logic safely, and SSO unifies authentication across company properties for a seamless digital experience.

Apex REST endpoints for portal and partner consumption
Named credentials for governed outbound integrations
SSO for authenticated Experience Cloud users across properties
Enterprise-ready API security aligned to Salesforce profiles

Apex RESTNamed CredentialsSSOExperience Cloud

The Challenge

Support-only customer interactions created volume spikes, inconsistent experiences, and no scalable self-service path.

•No branded self-service portal for account and request management.
•High support volume for status checks and routine updates.
•Partner and customer systems needed secure API access to Salesforce data.
•Repeated logins across company properties hurt experience.

The Solution

We delivered an Experience Cloud digital portal with LWC experiences and a governed Apex REST API layer.

Key Features & Technical Implementation

Customer Portal Experience (LWC)

Custom Lightning Web Components for authenticated and guest journeys.

Technical Detail: Object- and field-level security with Experience Cloud profiles and sharing sets.

Apex REST API Platform

Secure APIs for portal and external partner consumption.

Technical Detail: Named credentials for outbound integrations and authenticated REST endpoints.

Single Sign-On

Seamless movement between portal and adjacent company systems.

Technical Detail: SSO configuration for authenticated Experience Cloud users.

Technical Architecture

Experience Cloud hosts custom LWC UI with guest and authenticated security models. Apex REST exposes business logic; named credentials manage outbound calls; SSO unifies authentication across properties.