The global leader in identities, payments, and digital infrastructure needed a centralized platform to house secure product-related information with advanced search capabilities to enhance user experience and improve information accessibility.
After identifying redundant information, outdated articles, and prioritizing essential product information, we leveraged a Salesforce Community and integrated Salesforce Knowledge to create a centralized repository. We then migrated all curated content, ensuring proper categorization and tagging for ease of search. Our customer decided to leverage Coveo – a powerful search solution that integrates seamlessly with Salesforce. Coveo's machine learning capabilities ensure the search results are relevant by learning from users' search behaviors and continuously optimizing. Coveo was integrated into the Salesforce Community, replacing the standard Salesforce search. This allowed for indexing of the vast knowledge base and product information, providing instant, contextually relevant search results.
By consolidating their knowledge articles and product information into a Salesforce Community and leveraging Salesforce Knowledge along with Coveo's advanced search capabilities, our customer provided a superior user experience, reduced costs, and established a platform poised for continuous improvement. The project served as a benchmark for companies looking to optimize their knowledge base and product information dissemination.