Case Study 4: EduPath Learning Solutions - Scenario Paper

Work in Progress

This content is currently being reviewed for accuracy and will be updated soon.

Case Study Prompt

This page is the prompt side of a full-board practice package. Read it first, build your own architecture, and return to the worked assets only after your timed attempt.

Case Study Snapshot

Field	Detail
Start here	This scenario paper
Difficulty	Intermediate
Industry	Education and EdTech
Primary pressure areas	Integration, Experience Cloud, Security, and Identity
Recommended prep window	180 minutes preparation + 45 minutes presentation + 45 minutes Q&A
Coverage available	Case Study Overview, Worked Solution, Presentation Notes, Q&A Preparation
Study flow	Attempt this case study paper first, then review the worked solution, presentation notes, and Q&A preparation after your own attempt.

Recommended Approach

Print this case study. Read it twice using the Two-Pass Reading Method once for the narrative and once for implicit requirements. Then build all nine core artifacts inside the full prep window before you open the support pages.

Project Overview

EduPath Learning Solutions is a mid-size online education company headquartered in Austin, TX, offering professional certification courses in technology, project management, data analytics, and cybersecurity. Founded in 2015, EduPath has grown from a small course marketplace into a platform serving both individual learners and corporate training departments.

Company profile:

Attribute	Detail
Industry	Education / EdTech
Headquarters	Austin, TX
Employees	800
Active learners	250,000 (individual + corporate)
Corporate accounts (B2B)	15,000
Content creators / instructors	45
Regional presence	US, UK, Australia
Annual revenue	$120M (growing 20% YoY)
Certification programs	85 active courses across 12 certification tracks

The CEO has authorized an $8 million, 18-month program to replace fragmented systems with a unified Salesforce platform covering B2B sales, learner support, corporate administration, and content creator management.

Stakeholder Quotes

CEO (Diana Reyes): “We are losing corporate deals because our sales team cannot show prospects how their employees are progressing. Our competitors have real-time dashboards. We have spreadsheets emailed weekly.”

CRO (Marcus Webb): “Corporate renewals are 68% while industry average is 82%. Clients churn because they cannot see value. If a training manager can see completion rates and certification pass rates in real-time, they renew. We also need flexible pricing: some clients want per-seat annual licenses, others want usage-based billing tied to active learner count.”

VP Engineering (Priya Sharma): “Our LMS is custom-built on AWS and handles course delivery, video streaming, assessments, and grading. It is not being replaced. But data must flow smoothly between the LMS and whatever CRM you build. Our REST API handles about 2,000 requests per minute at peak. We can add webhook endpoints, but any integration that exceeds our rate limits will degrade the learner experience.”

VP Customer Success (James Okonkwo): “Our learner support team handles 3,500 tickets per week across email, chat, and phone. Right now they toggle between Zendesk and the LMS admin panel to see enrollment status. They need everything on one screen. Corporate learners expect a 4-hour first response, but we are averaging 14 hours. Individual learners can wait longer, but 24 hours is our target.”

Head of Content (Laura Chen): “Instructors care about three things: how many learners are in their courses, what their course ratings are, and when their revenue share payments hit. Today they email me and I pull reports manually. We also need an instructor onboarding workflow so new content creators can self-register, upload credentials, and get approved without a manual back-and-forth.”

Legal Counsel (Robert Kim): “We have K-12 school district partnerships launching next quarter. That means FERPA compliance. Our UK learners fall under GDPR. Australia has the Privacy Act. Each jurisdiction has different rules about learner data, parental consent, and data retention. I also need a quarterly compliance report: who accessed what FERPA records, how many erasure requests were processed, and whether any consent records are expiring.”

VP Finance (Angela Torres): “Corporate invoicing is a mess. Some clients are on annual contracts, some on multi-year deals, and a few want usage-based pricing where we bill per active learner per month. We need proper invoice generation, payment tracking, and revenue recognition that ties back to the contract terms.”

IT Director (Sam Patel): “My team is 12 people. Three know Salesforce, five are LMS engineers, and four handle infrastructure. We need the SI partner to build, but my team has to run this after they leave. I need a realistic plan for knowledge transfer and a sandbox strategy that does not require constant manual data refreshes.”

Current State

Custom LMS (AWS)

EduPath’s core learning platform runs on AWS (ECS containers, RDS PostgreSQL, S3 for video assets, CloudFront CDN).

Component	Details
Users	250,000 active learners, 45 instructors, 20 internal admins
Courses	85 active courses, 12 certification tracks, 4,200 video lessons
Data	1.8M course enrollments, 42M progress events, 8.5M assessment results
API	REST API (documented), webhook support for enrollment and completion events, rate limit 2,000 req/min
Auth	Auth0 (OIDC) for learner authentication
Uptime	99.9% over past 12 months
Video streaming	CloudFront CDN, average 4.2 TB/day bandwidth

The LMS is the system of record for course content, video delivery, assessments, and grading. It will not be replaced.

Other Current Systems

System	Purpose	Key Details
HubSpot	Marketing + early-stage pipeline	450K contacts, 15K company records, marketing automation
Zendesk	Learner support	180K historical tickets, email + chat channels
Stripe	Individual payments	Subscriptions + one-time purchases, 85K active subscriptions
DocuSign	Corporate contracts	MSAs, order forms, SOWs
Zoom	Live instructor sessions	200 scheduled sessions/month, attendance tracking
Custom analytics dashboard	Internal reporting	Built on Metabase, queries LMS PostgreSQL directly
Google Workspace	Email, docs, internal collaboration	SSO via Google for all employees

Pain Points

1. No unified learner view: Support agents toggle between Zendesk, LMS admin, and Stripe to handle a single ticket
2. Corporate sales blind spot: Sales cannot see learner progress, completion rates, or engagement metrics during renewal conversations
3. Manual corporate reporting: Account managers export CSV from LMS, build Excel reports, and email them to corporate training managers weekly
4. Instructor isolation: Content creators have no self-service access to course performance data
5. Compliance gaps: No centralized consent management, no FERPA readiness, UK GDPR compliance is ad-hoc
6. Disconnected billing: Corporate invoicing is manual; individual Stripe data does not flow back into any CRM
7. Learner support is slow: Average first response time 14 hours; resolution requires 3+ system lookups
8. No mobile access: Corporate training managers cannot check learner dashboards on the go
9. Data migration backlog: 42M progress events in LMS need mapping strategy; no ETL process exists between LMS and any external system
10. Scaling concerns: 20% YoY learner growth compounds data volumes and peak concurrent users; no performance baselines exist

Business Requirements

B2B Sales (Req 1-8)

1. Manage the full corporate sales cycle: lead through closed-won, contract execution, onboarding, renewal
2. Sales team must see aggregated learner progress and engagement metrics per corporate account during renewal conversations
3. Automated renewal pipeline: flag accounts 90 days before expiration with health score based on use and completion rates
4. Territory management across US, UK, and Australia with region-specific pricing
5. Quoting and contract management for multi-year, multi-seat corporate licenses with approval workflows for discounts exceeding 15%
6. CPQ support for three pricing models: per-seat annual licenses, per-seat multi-year licenses, and usage-based billing tied to monthly active learner count
7. Contract amendment workflow: corporate clients frequently add seats or certification tracks mid-term
8. Lead routing: inbound marketing leads from HubSpot auto-assigned by region and company size tier

Learner Support (Req 9-16)

9. Unified agent console showing learner profile, enrollment status, progress, payment history, and ticket history on a single screen
10. Support channels: email, chat, and phone with omni-channel routing based on issue type (billing, technical, enrollment) and learner tier (individual vs. corporate)
11. Self-service knowledge base reducing ticket volume by 30%
12. Escalation path for technical issues requiring LMS engineering team involvement, with automatic Case handoff and bi-directional status sync
13. SLA tracking with Entitlements: 4-hour first response for corporate learners, 24-hour for individual learners, with milestone actions for approaching breaches
14. Case assignment rules: corporate learner cases route to dedicated corporate support queue; individual cases route to general queue with skills-based routing
15. Support for K-12 cases: agents handling FERPA-protected learner cases must hold the K12 Data Access permission set; cases for K-12 accounts auto-route to the K-12 queue
16. Macro and quick-action library: pre-built responses for the top 10 case categories (enrollment issues, certificate download, payment disputes, password resets)

Corporate Portal (Req 17-23)

17. Corporate training managers log in and see a dashboard of their company’s learner enrollments, progress, and completions
18. Corporate admins can enroll/unenroll employees, assign courses, and manage seat licenses
19. Bulk enrollment: upload CSV of 500+ employees to enroll in a course track
20. Certification tracking: which employees hold which certifications, expiration dates, renewal eligibility
21. Downloadable reports: completion rates, time-to-completion, assessment scores by department
22. Corporate admin notification preferences: email digest (daily or weekly) for enrollment milestones, certification completions, and license utilization thresholds
23. Audit log visible to corporate admins: who enrolled or unenrolled which employees and when

Content Creator Portal (Req 24-28)

24. Instructors view their course catalog with enrollment counts, average ratings, and completion rates
25. Revenue share dashboard showing monthly earnings and payment history
26. Student feedback aggregated by course with sentiment indicators
27. Instructor onboarding workflow: new content creators self-register, upload credentials, and get approved by Head of Content before portal access is provisioned
28. Course performance alerts: instructors receive notifications when a course rating drops below 3.5 or completion rate falls below 40%

Learner Data Privacy (Req 29-35)

29. FERPA compliance for K-12 partnerships: parental consent workflows, restricted data access, audit trails
30. GDPR for UK learners: consent management, right to erasure, data processing records
31. Australian Privacy Act: data breach notification readiness, cross-border transfer controls
32. Age verification and parental consent gate for learners under 18 (date-of-birth field on Contact triggers consent workflow when age < 18)
33. Data retention policies: automated archival or deletion per jurisdiction after defined periods (FERPA: 5 years post-enrollment, GDPR: 3 years post-last-activity, Privacy Act: follows GDPR timeline)
34. Quarterly compliance reporting: FERPA access log summary, erasure request count, consent expiration alerts
35. Cross-system erasure orchestration: a single erasure request must propagate to Salesforce, LMS, Stripe (if applicable), and HubSpot, with confirmation from each system before marking complete

Data Migration (Req 36-42)

36. Migrate 450K HubSpot contacts and 15K company records into Salesforce with deduplication against LMS learner data using email as primary match key
37. Migrate 180K Zendesk tickets as historical read-only Cases with original timestamps and agent assignments preserved
38. Initial load of 1.8M enrollment records and active certifications from LMS; 42M progress events remain in LMS and are not migrated
39. ETL mapping document required for LMS-to-Salesforce field mapping: enrollment status, completion percentages, certification earned dates, assessment scores
40. Data cleansing: inactive HubSpot contacts (no engagement in 12+ months) excluded from migration; LMS learner records missing email addresses flagged for manual review
41. Stripe: no bulk historical migration; real-time sync of active subscriptions and payment events going forward; historical payment data remains in Stripe and is accessible via API
42. Migration validation: automated row-count and checksum reconciliation between source and target for each migration batch, with sign-off from data steward

Performance and SLA (Req 43-47)

43. Corporate portal must support 2,000 concurrent users with page load times under 3 seconds
44. LMS webhook processing: MuleSoft must handle peak event volume of 500 events per minute without message loss
45. CRM Analytics dashboards must refresh within 60 seconds for real-time corporate learner progress views
46. Salesforce API consumption must remain below 80% of daily limit under normal operations, with alerting at 70%
47. Page load performance baseline established in UAT; any page exceeding 5-second load time is a release blocker

Mobile (Req 48-51)

48. Corporate training managers need mobile access to learner progress dashboards when presenting to leadership
49. Responsive portal design: corporate portal must function on tablets and smartphones without a native app
50. Offline access for corporate admins: cached dashboard snapshots viewable when connectivity is intermittent (conference rooms, travel)
51. Push notifications on mobile for corporate admins: seat utilization alerts, certification completions, enrollment milestone summaries

Payments and Billing (Req 52-55)

52. Individual learners: continue using Stripe for subscriptions and one-time purchases; real-time payment events sync to Salesforce
53. Corporate accounts: generate invoices from contract terms, track payments, and manage multi-year license agreements
54. Revenue share calculations for instructors based on enrollment and completion data, with monthly payout reports
55. Usage-based billing reconciliation: for clients on active-learner pricing, monthly active learner counts from LMS feed into invoice generation

Reporting and Analytics (Req 56-60)

56. Executive dashboard: revenue by segment (B2B vs. B2C), renewal rates correlated with learner engagement, learner growth trends, course performance rankings
57. Sales dashboard: pipeline by stage, ARR, account health scores derived from LMS engagement data, territory performance across US/UK/AU
58. Operations dashboard: ticket volumes by channel, resolution times, SLA compliance rates, self-service deflection metrics
59. Instructor analytics: per-course enrollment trends, rating trends over time, revenue share accrual, student feedback sentiment analysis
60. Learner outcome reporting for corporate clients: certification pass rates, average time-to-completion, comparison against industry benchmarks (available via portal download)

Governance and Dev Lifecycle (Req 61-65)

61. Architecture Review Board with defined change approval matrix: data model changes, integration changes, and privacy configuration changes require ARB sign-off
62. CI/CD pipeline: Salesforce CLI + GitHub Actions with automated deployment to integration sandbox on PR merge, automated test execution, and gated promotion to UAT
63. Sandbox strategy: developer sandboxes for core and portal teams, Partial Copy for integration testing with LMS staging, Full Copy for UAT and compliance validation
64. Release cadence: production deployments every 4 weeks during implementation, monthly post-go-live, with 48-hour hypercare window after each release
65. Knowledge transfer plan: SI partner paired with internal team members from sprint 1, with defined skill assessment gates at months 6, 12, and 18

Constraints

1. The LMS stays on AWS; it is the system of record for course content, delivery, and grading
2. Learner authentication remains on Auth0; corporate employee SSO must be supported
3. K-12 FERPA compliance must be in place before school district partnerships launch (month 6)
4. Stripe integration must not disrupt 85K active individual subscriptions
5. HubSpot marketing automation continues for top-of-funnel; data must flow into the new system
6. Budget: $8M total across 18 months
7. Internal IT team: 12 people (3 Salesforce-experienced, 5 LMS engineers, 4 infrastructure)
8. LMS REST API rate limit: 2,000 requests per minute; integration design must stay within this ceiling
9. No native mobile app development; mobile access must use responsive web design or Salesforce Mobile App

Stakeholders

Role	Name	Key Concern
CEO	Diana Reyes	Revenue growth, competitive positioning
CRO	Marcus Webb	Corporate renewal rates, sales productivity
VP Engineering	Priya Sharma	LMS integration reliability, no disruption to learner experience
VP Customer Success	James Okonkwo	Agent productivity, unified learner view
Head of Content	Laura Chen	Instructor self-service, revenue share transparency
Legal Counsel	Robert Kim	FERPA, GDPR, Privacy Act compliance
VP Finance	Angela Torres	Billing accuracy, revenue recognition
IT Director	Sam Patel	Implementation feasibility with 12-person team

Budget and Timeline

Item	Budget	Timeline
Phase 1: Foundation + B2B sales + LMS integration + FERPA	$3.2M	Months 1-6
Phase 2: Learner support + portals + billing	$3.0M	Months 4-12
Phase 3: Analytics + optimization + mobile	$1.2M	Months 10-18
Contingency	$0.6M	As needed
Total	$8.0M	18 months

IT staff: 12 internal. SI partner: mid-size consultancy with 15-person team.

Known Risks

• LMS integration complexity: Bidirectional sync of enrollment and progress data at scale (42M progress events) with a 2,000 req/min rate limit
• FERPA timeline pressure: K-12 compliance required by month 6 before full platform is built
• Portal adoption: Corporate training managers must adopt self-service to reduce manual reporting
• Data volume growth: 250K learners generating progress events continuously; 20% YoY learner growth compounds volume
• Auth complexity: Three auth patterns (employee Google SSO, corporate SAML federation, Auth0 for learner/portal users) on one platform
• Small IT team: 12 people spanning LMS and Salesforce; knowledge transfer from SI partner is a critical path item
• Data migration risk: Deduplication of 450K HubSpot contacts against 250K LMS learners with email as the only reliable match key
• Multi-jurisdiction privacy: Three privacy regimes (FERPA, GDPR, Privacy Act) with different retention periods, consent models, and audit requirements

Deliverables

Present all 9 CTA solution artifacts in a 45-minute presentation followed by 45-minute Q&A:

1. System Landscape
2. Data Model / ERD
3. Role Hierarchy & Sharing Model
4. Integration Architecture
5. Identity & SSO
6. Data Migration Strategy
7. Governance Framework
8. Environment Strategy
9. Phased Delivery Roadmap

Board Strategy

This is an intermediate scenario. Cover all 9 artifacts with reasonable depth. Identify the 2-3 highest-risk decisions and allocate more time to those. Show trade-off reasoning, not just feature selection.

---

Always verify against official Salesforce documentation

This content is study material for CTA exam preparation. Content compiled and presented with AI assistance. Not affiliated with Salesforce.