Salesforce Service Cloud Integration

Use Cases

• Agents viewing knowledge base content - to help solve cases faster and share relevant knowledge with customers
• Agents creating or editing knowledge base content - to instantly publish or update knowledge articles that will help agents who encounter the same issue in the future
• Knowledge Workers following KCS methodology - to capture content in the workflow and follow KCS best practices
• Support and service leaders optimizing - with reports about what content resolves customer issues to prioritize improvement efforts and workflow optimization