Client Overview
Industry
Software Development
Region
USA
Company Size
201-500 Employees
Featured Solution
Document360 and Salesforce Service Cloud Integration
About the Client
A recognized leader in Financial Planning & Analysis (FP&A) cloud solutions, the company empowers organizations to navigate complex financial landscapes with precision and agility. Their cutting-edge platform, trusted by 1,000+ enterprises worldwide, streamlines planning, budgeting, forecasting, and reporting—driving faster, data-backed decision-making.
A Fragmented Knowledge Base Limiting Case Deflection
In the world of customer service, knowledge is power. A seamless knowledge base is a catalyst for case deflection, efficiency, and unparalleled customer satisfaction. Our customer relied on Salesforce Service Cloud and Document360 to power their public knowledge base, helping users find answers to common queries.
However, their Salesforce Einstein Bot and custom Contact Support portal only surfaced Salesforce-based articles—leaving out valuable insights from Document360.
This siloed approach created several challenges:- Lower Case Deflection Rates
- Underutilized Content Repository
- Agent Workload & Inefficiencies
- Suboptimal Self-Service Experience
Higher Workload, Slower Resolutions, and Rising Costs
Without a holistic knowledge integration, the customer risked lower customer satisfaction, declining self-service adoption, and an overburdened support team.
How These Challenges Impacted Their Business:
Support Ticket Volume Surged
Customers couldn’t find relevant self-help articles, leading to a spike in case submissions.
Inefficient Case Resolution
Agents were spending up to 45% more time searching for information across disconnected platforms, delaying case resolution and reducing overall support effectiveness.
Knowledge Gaps Across Teams
The lack of a unified knowledge system led to support agents relying on outdated information, causing inconsistent responses and a 20% rise in follow-up queries from customers seeking clarification.
Higher Operational Costs
With agents spending more time on basic queries, operational costs increased by 25% as the company had to deploy additional resources to handle the rising caseload.
The Power of Integration: Ensuring a Unified Knowledge Hub
To address these challenges and streamline support operations, the customer needed a reliable partner to seamlessly integrate Salesforce Service Cloud and Document360 content. To bridge the knowledge gap, our team executed an integration that connected Document360 articles with Salesforce Service Cloud, enabling the Salesforce Einstein Bot and Contact Support Portal to pull relevant articles from both platforms.
What Our Experts Delivered:
- Seamless Salesforce-Document360 Integration Installed Document360’s package from Salesforce AppExchange, unlocking API-based knowledge access.
- Custom Visualforce Page for Unified Knowledge Retrieval Built a custom Visualforce page to fetch Document360 articles dynamically and display them alongside Salesforce content.
- Optimized UI for Efficient Article Discovery Leveraged structured HTML components (tables, lists, and interactive elements) for clear, digestible content presentation.
- Automated Content Sync & Real-Time Access Implemented automated syncing mechanisms to keep knowledge repositories up to date with minimal manual intervention.
- Seamless Testing Tested the Visualforce page to ensure it displays data correctly. Then added it to the Service Console App and made it available to support agents.
Measurable Impact Delivered
With the integration, the customer experienced significant improvements in self-service efficiency, case deflection, and overall customer satisfaction.
Highlights
30%
Increase in Case Deflection:
Customers resolved issues independently with a broader range of articles, reducing support tickets.
40%
Faster Case Resolution:
Agents accessed accurate, up-to-date information quickly, speeding up case handling.
25%
Decrease in
Follow-Up Queries:
Fewer inconsistencies led to a reduction in follow-up queries.
20%
Lower Operational Costs:
Agents spent less time on basic queries, reducing the need for additional resources.
35%
Boost in Self-Service Adoption:
The integration improved customer self-service experience via the Einstein bot.
Conclusion
“We’re resolving cases faster, with greater accuracy, and our customers are seeing the results—fewer follow-ups, and a more seamless self-service experience. It’s been a significant leap forward for our team and clients.”
Our Resources
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Web and Email
Extole
Ping Identity
Marketo Inc.
Our Partners
Improving Support with Document360 & Salesforce Service Cloud Integration
