Dell - Help-Desk Platform

Context

Requested by one of the Microsoft experts working as a contractor for us at the client's premises, who needed a way to collect and handle the requests coming in from the Dell sales team they supported. This was my first Power Apps project, I was originally asked to produce the interface only. I learned the platform in a matter of weeks, moved from UI into co-development, and ended up leading the build.

Audience

The Microsoft Technical Specialists answering the queries, and the client sales force relying on those answers being right.

Decisions

The requirement was accuracy as much as routing: answers going back to a sales team had to be right. So the workflow was built around a mandatory review step rather than speed alone.

Build

I started by mapping the inquiry lifecycle, so the system could handle the routine steps itself — notifying a specialist when a question came in, and alerting sales staff once an answer was ready. The interface was built in PowerApps, with SharePoint underneath managing the question database, user roles, and categories.

The core of the build was an automated peer-review workflow in Power Automate. One specialist drafts the answer; the system then routes it to a second specialist to review before it can be finalised and sent. Nothing reaches the sales force without a second set of eyes. Every resolved query is stored automatically, so the platform quietly builds a searchable FAQ knowledge base as it runs.

After launch

Low maintenance by design, but I remained the point of contact for any issue or request throughout.

Outcome

A quality-controlled route for client-side queries, and a knowledge base that grew as a by-product of the work rather than as a separate task.

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