Overview
An EdTech company sought to enhance customer service efficiency and empower users through a structured self-service portal.
The client needed a centralized knowledge repository to simplify article management, improve internal collaboration, and provide external customers with quick access to solutions.
The client needed a centralized knowledge repository to simplify article management, improve internal collaboration, and provide external customers with quick access to solutions.
- Business Challenge
- Project Objectives
The absence of a structured knowledge base created inefficiencies across both internal and customer-facing processes:
- No centralized repository for reference or reuse of information
- Difficulty mapping articles to relevant cases and categories
- Limited visibility into article performance and version history
- No public access portal for end users to self-serve
- Create, review, and publish knowledge articles within Salesforce
- Organize articles using data categories for structured browsing
- Enable article history tracking for audits and updates
- Deploy an external Experience Cloud portal for customer access
Our Solution
Aquarient implemented Salesforce Knowledge Base integrated with Service Cloud and Experience Cloud, ensuring a seamless support ecosystem.
Solution Highlights:
- Knowledge Article Management: Set up structured workflows for article authoring, approval, and publishing
- Data Categorization: Mapped content into defined categories and subcategories for intuitive access
- Experience Builder Deployment: Created a branded, public-facing portal allowing external users to search articles easily
- Case Integration: Linked relevant knowledge articles directly to support cases, reducing resolution time
- Reporting & Analytics: Designed dashboards to measure article engagement, case deflection rate, and search effectiveness
Results & Business Impact
| Outcome | Impact |
|---|---|
| Improved Case Management | CSRs resolved cases 40% faster using linked knowledge articles |
| Centralized Repository | Unified access to accurate and approved content |
| Increased Efficiency | Reduced repetitive queries with article-driven self-service |
| Enhanced Customer Experience | Public Experience Cloud portal empowered customers to find answers faster |
Future Enhancements
- Enable external user registration for case tracking and portal personalization
- Implement AI-powered search and recommendations for better knowledge discovery
- Introduce multi-language article support to serve a global user base
Technologies Used
- Salesforce Service Cloud
- Salesforce Knowledge Base
- Salesforce Experience Cloud (Experience Builder)
- Salesforce Reports & Dashboards
