Customer Service Knowledge Management - Salesforce Integration

Overview

Why Combine Knowledge Center with Salesforce?

Better Customer Communication

Pull in Salesforce CRM data
Includes custom objects
Support team sees full customer profile

Eliminate Silos for Faster Resolutions

Resolve customer issues faster
Less hold time and searching
No information gaps between departments

Better Collaboration

Easier teams collaboration
Better visibility for tickets & inquiries
Support can easily access customer data

Everyone Can Contribute

Every agent can contribute knowledge
No additional license required to author articles
Designed for KCS

From the Salesforce UI, searches can be started both manually and automatically once a case or ticket was opened. Search phrases are automatically extracted from the case and forwarded to USU Knowledge Management, which returns a list of search results.

Browse results

Within Salesforce, agents can browse through the search results. These might be static documents, multimedia content, active documents or decision trees. Agents can also use filters to narrow down the result-list. In case of active documents or decision trees, agents just need to follow the guided dialog to be navigated to the answer they were looking for.

Save results

With one click, the selected answer or solution can be saved in the case, either as a link to the original document or as a copy of it. This way agents can quickly document how the case/ticket was resolved. This action also triggers the Self-Learning algorithm of USU Knowledge Management which better serve subsequent search requests with similar intentions.

Benefits

ACTIVE DOCUMENTS - Active documents organize text into structured modules under headings, allowing agents to quickly find and access the precise information they need by clicking on relevant sections.

GRAPHICAL DECISION TREE CREATOR - Decision trees provide consistent, step-by-step troubleshooting based on knowledge base content, enabling agents and self-service users to resolve issues efficiently while automatically tracking progress and integrating with systems like Salesforce CRM.

INTEGRATED E-LEARNING - The e-learning module leverages the USU Knowledge Management platform to create tests and quizzes for employee training, allowing trainers to identify knowledge gaps and provide targeted additional instruction.

KNOWLEDGE TESTS - Editors create knowledge test questions directly from the e-learning training material, avoiding duplication, with detailed evaluations highlighting early knowledge gaps to enhance service quality.

AUTOMATED LINK CHECKER- The Link Checker proactively verifies link validity in the Knowledge Centre, automatically notifying editors and adding tasks for any faulty links detected.