How to Build a Simple Salesforce MCP Server With Node.js: Step-by-Step Guide

This article will guide you through building a simple yet functional MCP server that integrates with Salesforce, enabling Claude Desktop to directly query and interact with your Salesforce data.

What Are We Going to Build

We’ll create a Node.js-based MCP server that enables Claude to:

  • List all connected Salesforce organizations from your Salesforce CLI
  • Execute SOQL queries through natural language prompts
  • Retrieve and display Salesforce data in a conversational format

Full code for this project is available on GitHub.

What it looks like:

What is MCP

MCP is a protocol developed by Anthropic that allows AI models to extend their capabilities by accessing external systems. In our case, it enables Claude to interact with Salesforce orgs, execute queries, and process data — all through simple conversation.

Let’s build it!

Prerequisites

Before proceeding with the article, make sure you have the following tools installed on your computer:

Also, it’s assumed you have a basic experience with LLMs, like ChatGPT, Gemini, Claude, etc.

Project setup

Create a folder for the project anywhere on your computer. Let’s name it, for example, sf-mcp-server. Open the folder in VS Code.

In VS Code open a terminal and initiate a new npm project by executing the following command:

npm init -y

Install the required dependencies:

npm install @modelcontextprotocol/sdk zod
npm install -D @types/node typescript

Create a new folder called src inside the root of your project folder, which is the sf-cmp-server one.

Create a new file inside the src folder called index.ts, it should be inside this path ./src/index.ts.

Create a new file called tsconfig.json inside the root of your project folder and populate it with this code:

{
  "compilerOptions": {
    "target": "ES2022",
    "module": "Node16",
    "moduleResolution": "Node16",
    "outDir": "./build",
    "rootDir": "./src",
    "strict": true,
    "esModuleInterop": true,
    "skipLibCheck": true,
    "forceConsistentCasingInFileNames": true
  },
  "include": ["src/**/*"],
  "exclude": ["node_modules"]
}

There is the package.json file in the root of your project folder, adjust its content to make sure it contains the following code:

{
  "type": "module",
  "bin": {
    "sf-mcp-server": "./build/index.js"
  },
  "scripts": {
    "build": "tsc && chmod 755 build/index.js"
  },
  "files": ["build"]
}

Full code of this file is available in the GitHub repository.

By the end of this part your project folder should have the following structure:

.
├── node_modules
├── src/
│   └── index.ts
├── package-lock.json
├── package.json
└── tsconfig.json

The coding part

Let’s start with importing the packages we are going to use, and setting up the server. Add the following code in the top of the ./src/index.ts file:

import { McpServer } from "@modelcontextprotocol/sdk/server/mcp.js";
import { StdioServerTransport } from "@modelcontextprotocol/sdk/server/stdio.js";
import { z } from "zod";
// Importing exec from node:child_process to execute shell commands
import { exec } from "node:child_process"; 

const server = new McpServer({
    name: "sf-mcp-server",
    version: "1.0.0",
    capabilities: {
        tools: {},
    },
});

Now, let’s add some code for fetching the connected Salesforce Orgs. It’s better to create a connected app and set up an authentication flow if you’re planning to work with a single org, but we will use the connected orgs from the Salesforce CLI for simplicity.

Run the sf org list command in your terminal and check whether you have any connected orgs available. If not, then authorize an org which you can use going further.

This code tells the MCP server that you have a tool which can execute the sf org list --json command in shell and pass the result to Claude so it can understand what orgs you have authenticated to. Add this code below to the ./src/index.ts file:

const listConnectedSalesforceOrgs = async () => {
    return new Promise((resolve, reject) => {
        exec("sf org list --json", (error, stdout, stderr) => {
            if (error) {
                return reject(error);
            }
            if (stderr) {
                return reject(new Error(stderr));
            }
            try {
                const result = JSON.parse(stdout);
                resolve(result);
            } catch (parseError) {
                reject(parseError);
            }
        });
    });
};

server.tool("list_connected_salesforce_orgs", {}, async () => {
    const orgList = await listConnectedSalesforceOrgs();
    return {
        content: [
            {
                type: "text",
                text: JSON.stringify(orgList, null, 2),
            },
        ],
    };
});

Great! The next step is to add the code for executing SOQL queries in one of the connected orgs.

This code accepts an input schema from the prompt you send to Claude in the Claude for Desktop app, parses it for the separate entities like targetOrg or fields to query and sends this information to the executeSoqlQuery function, which executes the sf command to query records using a SOQL query. After the later function finishes executing, its result is being sent to the Claude, which parses the result and responds to you in a pretty way in the chat.

Now add this code after the previously appended one:

const executeSoqlQuery = async (
    targetOrg: string,
    sObject: string,
    fields: string,
    where?: string,
    orderBy?: string,
    limit?: number
) => {
    let query = `SELECT ${fields} FROM ${sObject}`;

    if (where) query += " WHERE " + where;
    if (limit) query += " LIMIT " + limit;
    if (orderBy) query += " ORDER BY " + orderBy;

    const sfCommand = `sf data query --target-org ${targetOrg} --query "${query}" --json`;

    return new Promise((resolve, reject) => {
        exec(sfCommand, (error, stdout, stderr) => {
            if (error) {
                return reject(error);
            }
            if (stderr) {
                return reject(new Error(stderr));
            }
            try {
                const result = JSON.parse(stdout);
                resolve(result.result.records || []);
            } catch (parseError) {
                reject(parseError);
            }
        });
    });
};

server.tool(
    "query_records",
    "Execute a SOQL query in Salesforce Org",
    {
        input: z.object({
            targetOrg: z
                .string()
                .describe("Target Salesforce Org to execute the query against"),
            sObject: z.string().describe("Salesforce SObject to query from"),
            fields: z
                .string()
                .describe("Comma-separated list of fields to retrieve"),
            where: z
                .string()
                .optional()
                .describe("Optional WHERE clause for the query"),
            orderBy: z
                .string()
                .optional()
                .describe("Optional ORDER BY clause for the query"),
            limit: z
                .number()
                .optional()
                .describe("Optional limit for the number of records returned"),
        }),
    },
    async ({ input }) => {
        const { targetOrg, sObject, fields, where, orderBy, limit } = input;
        const result = await executeSoqlQuery(
            targetOrg,
            sObject,
            fields,
            where,
            orderBy,
            limit
        );

        return {
            content: [
                {
                    type: "text",
                    text: JSON.stringify(result, null, 2),
                },
            ],
        };
    }
);

We’re done with the code for basic functionality of this MCP server, now let’s add the code to initialize server and setup connection. Append this code to the end of the .src/index.ts file:

async function main() {
    const transport = new StdioServerTransport();
    await server.connect(transport);
    console.error("Salesforce MCP Server running on stdio");
}

main().catch((error) => {
    console.error("Fatal error in main():", error);
    process.exit(1);
});

The whole .src/index.ts file should look like this.

Making sure it works

Let’s start testing the MCP server by building our project, it’s an important step, don’t skip it. A build folder will be created inside the sf-cmp-server, along with the index.js file, which will be used by MCP server. Execute the following command in your terminal to perform the build:

npm run build

Now, the Claude for Desktop app should be configured to work with the MCP it’s going to be used as a client. In your computer, navigate to the path where the Claude’s config file is located. Create it if it’s not present.

For MacOS/Linux:

~/Library/Application Support/Claude/claude_desktop_config.json

For Windows:

C:\\Users\\YOUR_USERNAME\\AppData\\Roaming\\Claude\\claude_desktop_config.json

Open the claude_desktop_config.json file in VS Code and add the following code to make the MCP server be displayed in the Claude for Desktop app’s UI:

{
  "mcpServers": {
    "sf-mcp-server": {
      "command": "node",
      "args": ["/ABSOLUTE/PATH/TO/PARENT/FOLDER/sf-mcp-server/build/index.js"]
    }
  }
}

Save the file and restart the Claude for Desktop app. You should see the the sf-mcp-server in the tools UI in the app:

Try writing a prompt to get your connected orgs, for example:

list connected orgs

You should see a similar result:

Copy org’s alias or username and write the next prompt to actually query the records, for example:

query 5 account names and websites from the ORG_YOU_COPIED org

Then you will see something like this:

Conclusion

Congratulations! You’ve successfully built an MCP server that connects Claude Desktop with Salesforce. You can now query your Salesforce data using natural language, making data exploration more intuitive and efficient.

What we’ve accomplished

  • Built a Node.js MCP server with TypeScript
  • Implemented tools to list Salesforce orgs and execute SOQL queries
  • Configured Claude Desktop to use the custom server
  • Tested the integration with real queries

Next steps

While this tutorial used Salesforce CLI for simplicity, you can unlock the full power of Salesforce by implementing proper authentication with Connected Apps and directly using Salesforce APIs. This approach enables:

  • OAuth 2.0 authentication flows
  • Direct REST, SOAP, and Bulk API access
  • Real-time streaming with Platform Events
  • Metadata API for configuration management
  • Complete CRUD operations and complex business logic

The skills you’ve learned here apply to integrating Claude with any system or API. Whether building internal tools or automating workflows, MCP provides a solid foundation for creating AI-powered experiences.

Complete code for this project is available on GitHub.

Salesforce Partner Cloud: New Era of Partner Relationship Management on Salesforce

73% of companies now align their partnership goals with their overall business strategy.” (Ecosystem Compass Report 2025).

Partnerships are no longer secondary, but critical drivers of organizational success.  To win, you need a platform built for today’s channel ecosystems.

Salesforce Partner Cloud is an intuitive, AI-powered, all-in-one solution that transforms your partner network into a high-performance revenue engine. With the launch of Partner Cloud, Salesforce has redefined partner relationship management from the ground up, bringing together onboarding, co-selling, co-marketing, referral tracking, incentive management, and account planning into one seamless platform.

And this isn’t theory—it’s experience. As one of the world’s leading ecosystem-driven companies, Salesforce built Partner Cloud based on years of working with its own global network of partners. Recently named one of the Top Ecosystem Leaders for 2025 (Ecosystem Compass Report 2025), Salesforce knows what it takes to scale partner-led success.  Partner Cloud is the result: a powerful solution that helps organizations successfully onboard, engage, co-sell, and grow with their partners like never before.

What Is Salesforce Partner Cloud?

Partner Cloud is Salesforce’s solution to legacy and out-of-date partner management systems. Instead of patching siloed tools together for onboarding, co-selling, co-marketing, and reporting, Partner Cloud brings it all into one seamless, native Salesforce experience—built to scale and smart enough to accelerate every stage of the partner lifecycle.

Whether you’re onboarding a new reseller, co-marketing with an ISV, or managing MDF requests, Partner Cloud does it all—with automation, intelligence, and collaboration built in.

And it’s not just convenient. It’s intelligent.

AI-Powered. Slack-Connected. Fully Automated.

Salesforce Partner Cloud is built with:

  • Einstein AI to score partner deals and predict performance
  • Slack integration for real-time co-selling and deal collaboration
  • Flow automation to streamline onboarding, lead routing, and approvals
  • Dynamic dashboards with crystal-clear insights into partner pipeline and engagement

The result? Less admin. More action. Faster revenue.

Salesforce Partner Cloud changes the game with a unified experience where:

  • Partners onboard themselves via Experience Cloud-powered journeys
  • Sales teams collaborate in real time via Slack
  • Co-marketing campaigns are launched via Marketing Cloud
  • Everything syncs beautifully inside your Salesforce CRM

Essential features of Partner Cloud

Modular, All-in-One PRM Built Natively on Salesforce

The new Partner Cloud consolidates all core components needed to run a Partner Relationship Management (PRM) program fully native within the Salesforce platform. This includes:

  • Partner onboarding
  • Co-selling
  • Co-marketing
  • Partner operations
  • Unified incentives
  • Account planning
  • B2B Referrals

Each function is showcased as a modular part of the same cloud, indicating that it’s a unified, end-to-end solution designed to support the full partner lifecycle—from recruitment to revenue generation.

AI-Powered & Salesforce-Native

Salesforce Partner Cloud is 100% native Salesforce so no integrations are required to connect seamlessly with Sales Cloud, Marketing Cloud, Slack, etc.

Agentforce and Automation tools are built-in to support things like:

  • Predictive partner performance
  • Lead distribution
  • Opportunity scoring
  • Automated onboarding

This positions Partner Cloud as an intelligent, more automated PRM solution.

Spiff Integration

One of the most exciting upgrades? The native integration with Spiff, the leader in sales commission automation.

With Salesforce Spiff, your partners log into the portal, check their pipeline, and instantly see real-time commission calculations for every deal they’re working on. No spreadsheets. No guesswork. Just easy-to-access and accurate commission data that drives partner success.

B2B Referral Marketing (Consumption)

With Partner Cloud, referrals aren’t just handed off—they’re tracked, measured, and converted into real channel revenue. You are now able to see exactly what happens after a partner sends you a lead.

This is referral marketing with accountability. You’ll know who referred what, how fast your team acted, and whether the deal closed—so you can reward performance, optimize programs, and scale what works.

It’s not just lead sharing. It’s referral consumption, and it’s the new standard for high-performing partner ecosystems.

Account Planning

Salesforce finally did it: partners and internal teams can now be truly aligned!

With collaborative account planning, partners and internal sales teams can:

  • Co-develop strategies to target key customers or prospects
  • Align on goals, tactics, and responsibilities across both teams
  • Share real-time data like pipeline status, deal stages, next steps, blockers, and growth opportunities

It’s no longer “you do your part, we do ours.” It’s joint go-to-market planning all inside Salesforce.

68% of companies report higher close rates when partners are involved, and 64% say partner‑influenced deals outperform industry averages. Even more significantly, 26% state that more than half of their new customers come through partner‑influenced or co‑sold deals.

(Ecosystem Compass Report 2025)

Designed for Scalable, Data-Driven Partner Programs

Salesforce is positioning Partner Cloud as a growth enabler, especially for companies with expanding partner ecosystems.

  • Analytics dashboards with real-time data on pipeline, enablement, and partner performance.
  • Focus on self-service enablement and collaboration tools, likely via Experience Cloud + Slack.

This means the platform is not just about managing partners—it’s about scaling partner-led revenue efficiently.

What’s in it for you?

Guided Partner Journeys

No more generic enablement. With data-powered tracks, your partners move through customized milestones, gain access to tailored training, and unlock the exact resources they need—right when they need them.

AI-Generated Sales Outreach That Sells

AI driven co-branded, personalized sales emails that help partners promote your solution like pros—without the copy-paste headache. Because partner comms should feel personal, not robotic.

Meet Agentforce—Your Partner-Savvy AI Wingman

Create intelligent digital agents that onboard, educate, and motivate your partners 24/7. They guide sellers through the complex stuff so your partners can start selling faster and smarter.

Note!

Important! Integration of Salesforce Partner Cloud and Agentforce is planned for GA release in September 2025.

Smarter Channel Revenue, Without the Guesswork

Track everything from inventory to pricing to incentive programs in one place. Total visibility, tighter control, and maximum revenue impact across your channel.

Partner Connect: True Co-Selling, Finally

Seamless, secure collaboration across CRMs—yours and your partners’. Whether you’re closing deals together or sharing intel, Partner Cloud makes co-selling feel like one team, one dream.

Real-Time Commission Visibility 

Instantly show partners what they’ve earned—right in the portal—with Spiff’s automated incentive tracking, boosting motivation and accelerating deal velocity.

Referral Marketing with ROI

Track and measure referred leads from partner handoff to closed-won. Now you can reward what works and scale high-performing partnerships.

Strategic Account Planning

Align with partners to win bigger deals, faster. Collaboratively plan key account strategies, share pipeline data, define goals, and execute together—all within Salesforce. No silos. Just joint go-to-market power.

Summary: What Salesforce Partner Cloud Is

Product TypeNative Salesforce PRM solution
Core CapabilitiesOnboarding, Co-Selling, Co-Marketing, Partner Operations, B2B Referral Marketing (Consumption), Account Planning
Tech AdvantagesBuilt-in AI, automation, native Salesforce so no integrations required
Partner ExperienceSelf-service partner portals via Experience Cloud, transparent incentives via Spiff, referral visibility
User ExperienceSlack-enabled real-time collaboration, dashboards, workflows, joint planning with partners via Account Planning
Ideal For
Companies scaling partner ecosystems with a focus on data-driven collaboration and ROI-focused growth

Final Thoughts

Partner Cloud is not just a product. It’s a movement.
It signals the rise of partner ecosystems as core growth engines—and gives organizations the tools to run them at scale, with intelligence and elegance.

So if you’re still managing partners in spreadsheets, email threads, or siloed portals—this is your wake-up call.

Salesforce’s Trusted PRM Expert: Advanced Communities

Salesforce built the platform. Advanced Communities brings it to life.

As one of the most trusted Salesforce partners for Experience Cloud and PRM implementations, we help partner-led organizations design, launch, and optimize Partner Cloud to deliver results from day one.

We’ve been ahead of the curve—developing purpose-built PRM solutions on Salesforce for years. With deep Experience Cloud UX expertise, native app development, and pixel-perfect designs, we don’t just build portals—we deliver powerful partner ecosystems.

When Salesforce created Partner Cloud, we were already laying the foundation.

Want to See It in Action?

If you’d like to learn how Partner Cloud can help your organization drive channel revenue and success, get in touch.

Smarter Salesforce Event Management: New Features in AC Events Enterprise

The latest update to AC Events Enterprise is here—and it’s packed with features designed to supercharge your Salesforce-powered events. From Microsoft Teams integration to smarter calendar filtering, more speaker flexibility, and greater control over registrations, these enhancements were built with your real-world needs in mind.

This update is all about giving you more control, smarter functionality, and an even better experience for both your team and your attendees.

Let’s dive into what’s new.

Microsoft Teams Integration

We’ve expanded your options! In addition to Zoom, you can now organize and run events using Microsoft Teams. Whether you’re hosting internal webinars, external sessions, or hybrid meetings, this integration brings flexibility and convenience to your virtual event planning.

microsoft teams integration

Disable Event Registration Anytime

There are plenty of reasons you might want to pause or close event registrations—maybe you’ve reached capacity, or you’re not quite ready to open the doors yet. Now, you can disable registration for any event with a single click, giving you total control over timing, access, and attendee flow.

Calendar Filters: Now Smarter Than Ever

Let’s face it—when your events calendar is full, it can overwhelm users. That’s why we’ve made filtering even more powerful.

Now, when users apply filters (by event type, audience, location, etc.) on your website, those same filters are automatically applied to the calendar view.
This means:

  • No need to reselect filters
  • Instant access to relevant events
  • Higher likelihood of registration
  • Increased user satisfaction and engagement

Make your calendar useful instead of overwhelming.

More Voices at the Table: 6 Speakers Per Session

Panel discussions? Roundtables? Co-hosted events? No problem.
You can now add up to six speakers per session—perfect for events with multiple experts, partners, sponsors, or stakeholders.

Salesforce event management

Require Login to Register

If data integrity, security, and access control matter to you (and they should!), you’ll love this: you can now require users to log in before registering for events.
This helps:

  • Prevent fake or duplicate sign-ups
  • Ensure member- or partner-only access
  • Improve the accuracy of attendee data
  • Enable secure access to post-registration materials

Small Enhancements. Big Impact.

It’s often the little things that make a big difference. This release includes:

  • Ability to hide the “Add to Calendar” button on event detail pages
  • Clear and transparent Event Start date, time & timezone fields for internal use to avoid confusion
  • A new First Name merge field for friendlier, more personal email notifications

A Quick Heads-Up About User Licenses

With this release, your license now includes 10 user seats by default.
To get the most out of your app, make sure to:

  • Add your users into the system
  • Assign licenses accordingly

⚠️ Unassigned users won’t be able to perform any actions, so don’t forget this quick setup step!  If you need more seats, feel free to contact us. Our support team is here for you.

Final Thoughts

This release is packed with powerful updates designed to make your event management simpler, smarter, and more scalable. Whether you’re planning a virtual webinar, in-person meetup, or something in between, AC Events Enterprise is ready to make it your best event yet.

Questions? Feedback? Just want to say hi? [Get in touch with us here].

Ready to explore the new features? Schedule a demo.

What’s New in Experience Cloud: Salesforce Summer ’25 Release Highlights

Salesforce continues to evolve its digital experience platform, and the Summer ’25 Release brings a host of exciting enhancements to Experience Cloud. From AI-powered content generation to improved data security and richer component capabilities, these updates are designed to help businesses create smarter, more engaging digital experiences. For a complete overview of all updates, visit the official Salesforce Release Notes.

So, let’s dive into what’s new!

AI Joins the Build Process with Experience Builder Agent (Beta)

Experience Cloud now comes equipped with an AI assistant, Experience Builder Agent, to help you generate and refine content across your LWR site. Think of it as your on-demand writing partner, tailored to your brand.

Integrated directly into Experience Builder, Agentforce allows site builders to generate and refine written content instantly within any Text Block component. By setting your company’s brand identity in a dedicated settings field, the AI can tailor content to match your brand’s tone, messaging, and audience. It even serves as a conversational assistant, capable of answering experience-building questions based on Salesforce Help documentation, all without leaving the builder interface.

In Setup -> Digital Experiences -> Settings, select Enable Agentforce (Beta) in Experience Builder for enhanced LWR sites. Then, from Setup -> Agentforce Agents, use the Experience Builder Agent template to create and activate the agent.

Boost Data Interaction with New Record List Component

Salesforce Summer ’25 release is also making it easier for users to interact with data. The new Record List component improves how site visitors view, search, and sort records like accounts and cases. This new component supports responsive design and provides visual customization options, making it adaptable for desktop, tablet, and mobile users.

Combined with enhanced filtering and navigation, the user experience becomes significantly more streamlined and intuitive. Admins can adjust the display settings for the lists, such as header visibility, colors, and border weight. Add pagination to the lists so that visitors can browse long lists in manageable chunks.

Upgrading to Enhanced LWR Sites

Salesforce is continuing to evolve its digital experience platform by encouraging a shift to enhanced LWR sites. This transition brings a more powerful and flexible framework for site development, offering benefits such as:

  • Expression-based visibility and component variations.
  • Improved site content search with the Search Bar and Results Layout components
  • Partial deployment
  • Data Cloud integration
  • Enhanced CMS workspaces and channels
  • Greater styling precision through component-specific Style tabs, and more.

Designed to unify LWR sites and CMS under one robust architecture, these enhancements promise a more scalable and efficient approach to site management, ensuring organizations can deliver highly tailored digital experiences with ease.

To upgrade an LWR site, in Experience Builder, select Settings -> Updates, and click Upgrade. After you upgrade your site to an enhanced LWR site, the site’s metadata changes. Unlike non-enhanced LWR sites, which use the ExperienceBundle metadata type, enhanced LWR sites use the DigitalExperienceBundle and the DigitalExperienceConfig types.

Better Security, Fewer Headaches

Security continues to be a focal point in this release. Salesforce is tightening site security by requiring email verification when new Aura or LWR sites are created. This ensures that each new site is linked to a confirmed sender’s email address, preventing unauthorized use and enhancing trust. Verified emails are also a prerequisite for sending welcome messages to new site members, reinforcing secure and reliable communication from the start.

To verify the sender’s email address, from the site in Experience Builder, go to Workspace -> Settings and select Verify. A verification email, which includes a verification link, is sent to the sender’s email address.

Upload Files on LWR and Aura Sites with New Component

On the usability front, a new File Upload Enhanced (Beta) flow screen component, previously unavailable for LWR sites, has been introduced. This component supports required file uploads within flows, making it easier for visitors to submit documentation or complete form-based processes directly on the site.

A Few More Touches You’ll Appreciate

  • Session timeout warnings on LWR sites help authenticated LWR site users save their work before getting logged out.
  • Information icons now appear in a neutral gray by default, providing better visual contrast regardless of a site’s theme. When users hover over the icon, it shifts to the site’s designated Action Color, aligning with the behavior seen in the standard Lightning record field experience.

Modernized Record Experience for Aura Sites

Starting with the Summer ’25 release, Salesforce is upgrading the Create Record Form, Record Banner, and Record Detail components in Aura sites to Lightning Web Components (LWC) for better performance and accessibility. Notable changes include:

  • Improved button alignment: Buttons are now centered instead of right-aligned.
  • Enhanced form structure: Required fields are clearly indicated with asterisks and visual cues such as red outlines and inline error messages if left blank.
  • Refined error handling: Error messages now appear at the bottom of the form rather than at the top, reducing visual clutter.
  • Improved field interaction: Fields in focus are highlighted with a yellow background to improve visibility.
  • Dynamic page headers: Headers scroll with the page instead of staying frozen at the top.
  • Expanded success messages: Toasts can now reference Salesforce IDs.
  • Visual updates: Additional icons are included by default, some of which remain visible without requiring a mouseover.
  • Better link visibility: More contextual links are now present throughout the form.

To enable a modernized record experience, from Experience Builder, open Setup -> Digital Experiences and go to Settings. Under Experience Management Settings, select Use Lightning web components on your record pages in Aura sites.

This update is automatically enforced in Summer ’25, so it’s recommended to test any customized components beforehand.

Wrapping Up

These updates reflect Salesforce’s broader mission to empower teams with tools that are smarter, safer, and more user-friendly. The Summer ’25 release transforms Experience Cloud into a more flexible, AI-driven platform that’s ready for the future of digital engagement.

As these features roll out, Experience Cloud users will find themselves with more control, greater efficiency, and enhanced creativity when designing their customer or employee-facing sites. The future of digital experiences on Salesforce is not just faster—it’s also more intelligent, secure, and user-centric.

How to Create a Knowledge Base That Drives Self-Service on Salesforce Experience Cloud

Today approximately 81% of customers attempt to resolve issues on their own before reaching out to a support agent. Yet, many self-service portals fail to meet user expectations, resulting in frustration and unnecessary support tickets. One common culprit? A poorly structured or underutilized knowledge base.

Salesforce Experience Cloud is a robust platform that enables organizations to build support portals tailored to their customers and employees. With the right strategy, it becomes a launchpad for empowering users to find answers independently. However, unlocking its full potential often proves challenging.

Organizations face specific hurdles when trying to create a good knowledge base on Experience Cloud: unintuitive topic filtering, inconsistently structured knowledge base articles, limited analytics, the complexity of managing multiple product lines, and perceived platform limitations. These issues can prevent even the most well-intentioned efforts from delivering a measurable impact.

This comprehensive guide is your roadmap to success. We’ll walk you through how to create a knowledge base that not only functions but flourishes within the Salesforce ecosystem.

In this blog, you’ll learn:

  • Why a strategic knowledge base matters.
  • How to implement effective topic-based filtering.
  • How to write knowledge base articles that are clear and actionable.
  • How to support multiple products within a single platform.
  • Workarounds for common Salesforce limitations.
  • How to boost engagement with article subscriptions.

Whether you’re wondering how to create a knowledge base for employees, customers, or partners, this guide will give you the tools to build a scalable, intuitive, and effective self-service experience.

Throughout, we’ll highlight the power of AC Knowledge Management Enterprise, a premier knowledge base software that integrates seamlessly with Salesforce to enhance each phase of your knowledge base lifecycle.

Laying the Foundation: Why a Great Knowledge Base Matters on Experience Cloud

A well-crafted knowledge base is more than a repository of articles—it’s a core component of your customer support strategy. It helps both customers and employees find answers faster and more efficiently.

Empowering Your Customers

Customers expect faster service and convenient support. A strong support portal provides 24/7 access to solutions, reducing the need to contact your customer support team. This not only meets customer expectations but also empowers them to take control and improve customer experience.

Boosting Efficiency for Your Team

By deflecting common questions, your knowledge base software frees up the customer support team to handle more complex issues. The result is a more productive support team that can deliver better service.

Improving Customer Satisfaction

Frictionless access to knowledge base articles directly correlates with improved customer satisfaction. Users appreciate not having to wait for assistance and are more likely to return to a brand that provides easy-to-navigate self-service.

The ROI of Self-Service

Studies show that self-service is significantly more cost-effective than assisted support. A good knowledge base reduces support costs while increasing scalability. Additionally, the data generated from user interactions offers valuable insights for continuous improvement in customer experience.

Salesforce enhanced with AC Knowledge Management Enterprise provides the infrastructure to support this kind of knowledge management. With its customizable interface, integrated search bar, and powerful access controls, it offers everything needed to build an effective self-service environment on Experience Cloud—if used correctly.

Structuring Knowledge Base Articles for Optimal Readability

The anatomy of an effective knowledge article should include:

  • A clear, descriptive title.
  • A brief intro stating the problem.
  • Headings and subheadings.
  • Bullet points for key steps.
  • Visuals like images or GIFs.
  • A summary or next steps.

The following list explains the essential components that make up a well-structured knowledge base article. These elements are designed to enhance readability, improve user comprehension, and ensure users can quickly find and act on the information they need:

Information hierarchy: start with the most critical information, then drill down into specifics. This “inverted pyramid” model caters to users who scan content quickly.

Incorporating multimedia: add screenshots, diagrams, and video walkthroughs to boost comprehension. Visual learners benefit greatly from seeing rather than reading a solution.

Actionable steps and troubleshooting guides: provide detailed, step-by-step instructions. Use numbered lists and ensure each step is clear and easy to follow.

Clear calls to action: always include what the user should do next if their issue isn’t resolved, like contacting support or reading a related article.

Example Article Structure Template

Title: Resetting Your Password in Salesforce
Intro: Learn how to reset your password in under 2 minutes.
Step-by-step:
  1. Go to Login Page
  2. Click ‘Forgot Password’
  3. Enter your email
  4. Check your inbox
Troubleshooting:
  - Didn’t get the email?
  - Link expired?
Visuals: [Screenshot]
CTA: Still stuck? Contact our support team.

Conquering the Chaos: Effective Categorization & Topic-Based Filtering

A well-organized knowledge base is only as effective as its categorization system. Without intuitive categories, even the most well-written articles become difficult to find and underutilized. Effective categorization bridges the gap between your content and your users, helping your customers or employees find answers.

Before building categories, invest time in understanding what your users are searching for. Conduct surveys, analyze case logs, and evaluate search engine queries. Identify pain points and categorize them based on user behavior.

Here’s why categorization matters:

Accelerates Search: When users browse by topic, they bypass vague or overly broad search engine results and land closer to the information they need.

Reduces Cognitive Load: A well-labeled category tree prevents overwhelm and helps users make decisions quickly. This provides faster service and improves the customer experience.

Enhances Discoverability: Not every user knows the exact keywords to type. Clear categories invite exploration, enabling users to find useful content they may not have searched for directly.

Supports Personalized Experiences: On Salesforce Experience Cloud, categories combined with user profiles allow tailored content displays for different roles or product users.

Improves Analytics: Categorization allows you to segment reporting and measure the performance of different content areas, which is crucial for optimizing your knowledge management strategy.

Best Practice:

Avoid overwhelming users with vague or overlapping topics. Organize content around clear, user-friendly categories such as “Billing,” “Product Setup,” or “Account Management.” Consider hierarchical topic structures: parent categories with nested subcategories.

Combination of Salesforce and AC Knowledge Management Enterprise

With AC Knowledge Management Enterprise, categorization becomes even more impactful and flexible. Our Salesforce-native knowledge base software fully supports hierarchical data categories within Experience Cloud, allowing you to filter knowledge content by multiple dimensions—including categories, groups, article type IDs, or custom values. This multi-level filtering empowers users to quickly locate relevant articles, improving both usability and search precision. Whether you’re serving different user roles, product lines, or content types, AC Knowledge Management Enterprise ensures your knowledge base remains organized, scalable, and easy to navigate.

Best Practice:

Consistent tagging is crucial. Use a standardized naming convention, avoid duplicates, and regularly audit metadata.

Managing Multiple Products On One Platform

Organizations managing multiple product lines often debate whether to create distinct knowledge bases for each product or consolidate everything into a single portal. Separate knowledge bases offer highly personalized experiences, enabling tailored navigation, branding, and article tone for each product. However, they introduce complexity in content management, increase duplication of shared knowledge, and can dilute analytics. On the other hand, a consolidated knowledge base centralizes content, simplifies upkeep, and enhances cross-product discoverability—but requires robust filtering and user segmentation to remain relevant to all users.

To meet this need, AC Knowledge Management Enterprise supports multibase functionality. This feature allows organizations to set up separate cloud knowledge bases for multiple products within a single system, enabling users to search for product-specific articles independently. It ensures more accurate search results and significantly improves user experience by streamlining access to the right content.

Best Practices for Managing Multiple Knowledge Bases

Leveraging Data Categories and User Profiles

Salesforce Experience Cloud enables effective content segmentation using data categories and user profiles. Admins can assign articles to specific categories and link them to user profile types, ensuring each user sees only the content relevant to their product. This dynamic filtering enables centralized management while maintaining relevance for different audiences.

Custom Navigation and Filtering for Multiple Products

Design custom navigation menus for each product segment using Experience Cloud’s flexible page layouts and component visibility rules. Scoped search bars can also be configured to prioritize or limit search results to product-specific content, streamlining the user experience and minimizing irrelevant results.

Clear Identification of Product-Specific Content

To eliminate ambiguity, prefix article titles with product names (e.g., “[ProductX] How to Reset Your Password”) or use color-coded icons and product-specific headers. These visual cues help users quickly identify relevant content, reducing browsing time and increasing article engagement.

Considerations for Search Functionality Across Multiple Bases

A critical factor in managing multiple product lines is search functionality. Configure your search engine to respect user permissions, assigned data categories, and profile rules. Consider enhancing the search bar with AI-powered tools like Coveo or Einstein Search to deliver contextual, intent-based results. Ensure that global search functions return precise, relevant content regardless of product scope, especially in a consolidated environment.

A well-designed multi-product knowledge base not only supports operational efficiency but also significantly enhances user satisfaction and self-service adoption.

Implementing Article Subscriptions and Notifications for User Engagement

Article subscriptions are a valuable way to keep users informed and invested in your knowledge base. By allowing users to subscribe to specific articles or topics, you can ensure they receive updates when content changes, building trust and encouraging them to return to your portal over time. Native functionality within Salesforce Experience Cloud enables users to follow content, although the built-in notification capabilities can be somewhat limited. To enhance this experience, use such knowledge base software as AC Knowledge Management Enterprise to tailor notifications based on user behavior or preferences.

The app enables site members to subscribe to articles and receive real-time email notifications whenever updates are made, keeping them informed and returning to your portal. Additionally, it offers a flexible rating system, allowing users to vote on articles using 5-star or thumbs-up/down ratings, helping your team gauge the quality and usefulness of each piece of content. This direct feedback loop ensures that your knowledge base continuously evolves based on real user insights, boosting relevance and long-term value.

Regardless of the solution you choose, it’s important to follow best practices to avoid overwhelming users. Ensure that only relevant updates are sent, and give users the flexibility to set their own preferences for notification types and frequency. Making it easy to unsubscribe is just as important as making it easy to sign up. Thoughtfully implemented, article subscriptions enhance user experience, foster engagement, and contribute to a more dynamic and responsive knowledge base.

Elevating Self-Service with AI: The Power of Intelligent Assistance

As organizations strive to improve self-service experiences, Artificial Intelligence has become a transformative tool in knowledge management. Artificial Intelligence (AI) not only streamlines how users find information but also personalizes interactions, enhances experience, and provides actionable insights. With the latest version of AC Knowledge Management Enterprise, Advanced Communities has brought this power directly into Salesforce Experience Cloud through seamless OpenAI integration.

Introducing AI-Powered Answer Assistant

Meet our new LLM-powered assistant—a game-changer for self-service support. Embedded as a customizable chat interface, the assistant generates intelligent, contextual responses based on your published knowledge base articles. Users no longer have to sift through multiple entries or guess the right keywords—they simply ask their question, and the assistant delivers an accurate, well-formatted answer in natural language. Here is what is possible now:

Real-Time, Relevant Responses

The AI assistant works in real time, using only the content that your organization has made available. Admins have granular control over which article categories are accessible to the assistant, ensuring relevance and compliance. Whether it’s customers browsing a public site or employees navigating an internal portal, the assistant adapts to its environment and user role.

Flexible and User-Centric Design

The chat component is highly customizable, allowing you to tailor the look, feel, and behavior to match your brand and user expectations. It supports both authenticated and guest users and can be deployed in customer, partner, or internal communities. Responses include hyperlinks to related content, encouraging deeper engagement with your knowledge base.

Integrated Support and Feedback

If users don’t find what they need, they can escalate issues directly from the chat by creating a support case, streamlining the transition from self-service to human-assisted support. The assistant also includes feedback mechanisms after each response, giving users the option to rate answer accuracy and helpfulness. These ratings, combined with chat logs, provide valuable data for continuously refining the knowledge base.

Our Experience

At Advanced Communities, we’re seeing firsthand the transformative impact of AI integration. Our clients will now benefit from faster issue resolution, reduced support case volumes, and higher user satisfaction. By leveraging OpenAI, we’ve redefined what’s possible in Salesforce-native knowledge base solutions, making self-service more intuitive, accessible, and effective than ever before.

As AI becomes a standard expectation in digital experiences, incorporating tools like the AC Knowledge Management Enterprise with its AI assistant ensures your knowledge base evolves beyond static content to become a dynamic, conversational, and intelligent self-service ecosystem.

Real-World Examples of Successful Knowledge Base Implementation

Architectural Woodwork Institute (AWI)

A great example comes from the Architectural Woodwork Institute (AWI), which successfully implemented a highly intuitive, one-page knowledge base using Salesforce Experience Cloud and AC Knowledge Management Enterprise. All resources, documentation, and educational content are centralized and clearly structured, making it simple for members to find what they need without clicking through multiple pages.

The layout features intuitive filters, allowing users to sort content by categories, resource type, or more granular criteria like fastener type, material, duty level, or core thickness. Collapsible sections make long articles easy to navigate, enabling users to digest complex information at their own pace. To ensure ongoing engagement, members can follow specific articles and receive real-time updates when changes occur, thanks to personalized notification features.

AWI’s approach exemplifies how thoughtful organization, advanced filtering, and smart UI design can dramatically improve content accessibility and user satisfaction in a knowledge base.

Aster Software

Another success story is Aster Software, which transformed its user experience by launching an easy-to-navigate knowledge base connected directly to their Salesforce instance. Previously hampered by disjointed systems, Aster now offers a centralized learning library where all documents—whether they be PDFs, presentations, spreadsheets, or videos—are intuitively categorized and accessible from a single landing page.

With enhanced article formatting, including collapsible sections and anchor links, users can quickly skim or dive deep into long-form content. The system also enables article subscriptions, email notifications for updates, and simple options for saving or printing resources. The result is a significantly improved user experience, better knowledge visibility, and a more engaged support community.

Breaking Through Barriers: Overcoming Salesforce Knowledge Limitations

While Salesforce Knowledge is a robust foundation for delivering self-service content, many organizations encounter limitations that can impact the flexibility and scalability of their knowledge base on Experience Cloud. Common challenges include the lack of advanced article formatting, limited AI-driven search capabilities, and restrictions on article types and layouts. These issues can impact content presentation, discovery, and long-term manageability.

Fortunately, there are effective workarounds and best practices to overcome these limitations. For organizations seeking more advanced capabilities, integrating third-party solutions is a powerful option. AC Knowledge Management Enterprise stands out as a native Lightning solution that extends Salesforce Knowledge with features such as an AI-powered assistant, collaborative authoring tools, advanced filtering, and enhanced customization.

It’s also important to stay aligned with Salesforce’s continuous innovation. The platform is regularly updated with new features and performance enhancements. To stay ahead, subscribe to release updates and test new functionalities in a sandbox environment before rolling them out across your Experience Cloud site.

Conclusion

Building an effective knowledge base on Salesforce Experience Cloud requires more than just uploading articles. From filtering and structuring content to enhancing analytics and supporting multiple products, a thoughtful strategy turns a static library into a dynamic support portal.

Remember:

  • Structure your content around user needs.
  • Use Salesforce features to improve discoverability.
  • Use AI to enhance the user experience.
  • Keep improving based on data and user feedback.

Whether you’re figuring out how to create a knowledge base for employees or enhancing customer service, the strategies in this guide will help you build a scalable, efficient, and high-impact knowledge management system.

Empower your users. Reduce support costs. Improve customer satisfaction. Start creating a knowledge base that truly delivers. At Advanced Communities, we have solid experience building support portals and knowledge bases for a diverse range of clients. Don’t wait—reach out to our team today to discover how your organization can benefit from our services.

FAQ

What should a knowledge base contain?

A good knowledge base should include how-to guides, troubleshooting steps, FAQs, policy documents, product details, and onboarding material. It must be well-organized, easily searchable, and regularly updated to meet users’ evolving needs.

What is the difference between a blog and a knowledge base?

A blog is typically a chronological collection of content designed to inform, entertain, or update readers. A knowledge base, on the other hand, is a structured repository of information focused on solving specific problems, helping users find direct answers.

What are the different types of knowledge bases?

There are generally three types: internal (used by employees), external (used by customers or partners), and hybrid (serving both). Each has unique content and access permissions tailored to its target audience.

What are the components of a knowledge base?

Key components include a content management system, search bar, category structure, tagging and metadata, article templates, analytics dashboard, and feedback or subscription tools to engage users and optimize performance.

side-banner

WEBINAR

From Manual to Automated: How Salesforce Modernizes Nonprofit Volunteer Programs

See how nonprofits use Salesforce to automate tasks, engage volunteers, and simplify operations with tools like Experience Cloud, V4S, and AC Events Enterprise.

Fri, Jul 11, 2025 at 12:00 PM EDT