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The KnowledgeIQ Blog

September 3, 2021

KnowledgeIQ + Salesforce a "Win Win"

The Salesforce solution is a powerful information platform that has revolutionized the business industry for many years. It continually tops the Gartner Magic Quadrant for CRM 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 exception customer experiences. Here’s a look at some key benefits of a successful Salesforce and KnowledgeIQ integration:

  • No switching from the Salesforce interface -The KMS integration will allow agents to search and navigate through the knowledge base within their Salesforce interface.
  • Proactive agent assistance – displays suggested articles, FAQ and decision trees to speed up customer interactions. Automatic searches based on data in Salesforce records in the agent interface, minimizing search time and bringing knowledge directly into the agent workflow.
  • Predictive search – if the agent must search, the advanced KMS search engine uses natural language processing (NLP) and sematic analysis to deliver better responses, faster. Agents looking for information using free form text to ask the same thing in many ways. The predictive search function extracts information from a user’s entry as they are typing anticipating the persons 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, the KMS can deliver 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 change in operations, alterations to articles and processes to ensure quality and consistency across the team
  • Collaboration with governance – enable agents to feedback directly with content or processes owners, 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 realized.

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

Article written by Toby Milner

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