Industry: Technology, Marketing, and Software Development

What was the requirement?

The client needed a new space to share articles with their customers so that they could find answers to frequently asked questions or solutions to common issues. Also, they wanted to allow them to submit cases with different priorities according to the level of support agreement of each customer. The idea was to have a branded site with public access to the articles and restricted access to create cases so only customers could submit them.

Our Solution

Since the client already had the articles in an external source, a branding, and they were using Cases in Salesforce, we built the solution on the following main points:

• The Salesforce Knowledge base was created and configured for them to have different kinds of articles, contributors, and an Approval process.
• The external articles were imported to Salesforce and added to the new Knowledge base.
• The whole Case support management was updated to automate processes and improve the customer experience.
• A mockup of the site was created to apply the branding, do the prototype, and review with the team.
• A fully customized Knowledge site was created to share the Knowledge articles with the customers and allow them to submit cases.

Implementation Process

• We delivered a Customer Experience Cloud site with Service Cloud features integrated on time.
• Using an external tool we integrate the existing Knowledge base and imported the articles to Salesforce.
• We had working sessions with the client to collaborate on the Mockup design and train them to use Salesforce Knowledge and topics mapping.
• We set up Service Cloud to automate processes and allow them to manage their service support efficiently.
• A branding and responsive Experience Cloud site was created to enable public access to the Knowledge base and authenticated access to submit cases and see cases using Audiences to differentiate the case priority assigned to each customer.

Realized results

After the implementation, the client was able to...

• Manage its Knowledge Base from Salesforce and share the results in the Customer Portal.
• Provide the clients with FAQs and quick answers using the new Knowledge base.
• Provide agents with related articles for each kind of issue so they can find a solution faster.
• Customers can submit cases and get in touch with a service agent quickly.
• The case management and assignment improved by using the new solution and custom automation created.