Salesforce is a powerful information platform that has transformed the way many customer facing organisations work. It continually tops the Gartner Magic Quadrant for CRM [Customer Relationship Management] and Service Management software. 

Integrating Salesforce Lightning or Service Cloud with a powerful Knowledge Management System (KMS) like KnowledgeIQ provides your customer facing teams with effortless access to the right information and answers at the right time to deliver exceptional customer experiences.  

Key benefits of a successful KnowledgeIQ and Salesforce integration 

• No need to switch between applications: The integration allows agents to search and navigate through KnowledgeIQ within their Salesforce interface. 

• Proactive agent assistance: Displays suggested articles, FAQs, and decision trees to speed up customer interactions. Automatic searches based on data in Salesforce records in the agent interface, minimising search time and bringing knowledge directly into the agent workflow. 

• Predictive search: The advanced KnowledgeIQ search engine uses natural language processing (NLP) and sematic analysis to deliver better responses, faster.  The predictive search function extracts information from a user’s query as they are typing, anticipating the person’s needs. It also increases the likelihood that the same information is returned to users despite different structured queries - driving consistency amongst the agents. 

• Understand competency of agents: It’s not enough to just deliver articles and processes, a KnowledgeIQ KMS delivers quizzes to test agent understanding and comprehension of existing and new material to improve time to competency. 

• Realtime alerts of changes: Quickly and easily advise agents of a change in operations, alterations to articles and processes to ensure quality and consistency across the team. 

• Collaboration with governance: Enable agents to provide feedback directly on content to process owners, to highlight any errors or improvement suggestions. 

KnowledgeIQ has developed a platform that provides an enhanced and quick integration with Salesforce, so that these benefits can be realised. 

For further information about KnowledgeIQ’s Salesforce integration or other product features, please book some time with one of our consultants