Salesforce Knowledge & Case Management App

SUPERCHARGE YOUR SALESFORCE KNOWLEDGE, deflect up to 70% of support cases Arrow down
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AC Knowledge Management Enterprise is the ultimate package for sharing and managing knowledge articles on the Salesforce platform. The app is built directly on force.com for perfect compatibility with the Service Cloud, Salesforce Knowledge and Experience Cloud. While utilizing Salesforce Lightning Knowledge on the backend, it features a custom intuitive interface for filtering, viewing, and searching articles, ensuring a user-friendly UX, streamlining customer service and case management. Ideal for managing large volumes of knowledge content in Salesforce.

One Solution, Limitless Knowledge

Tailored to your organization’s needs, the app empowers you to centralize and modernize knowledge and case management on Salesforce, improving your service and support team performance and delivering experience your customers expect. Whether you’re onboarding partners, collaborating on crucial projects, or dealing with customer issues, the app simplifies every aspect for you.
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AC Knowledge Management Enterprise Key Features

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Enhanced article sorting logic
With an Advanced Navigation configuration enabled, sorted articles appear at the top of the page while unsorted articles are displayed at the bottom making it easier to find relevant content and simplifying knowledge and case management.
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File attachments support
The app supports file attachments. You can attach any file types that may be relevant to your users, including presentations, Excel spreadsheets, PDF files, image files, audio files, video files, and many more…
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Landing page for each category
Each data category has its own landing page with a full description. The page can be customized to provide additional resources, links, or tips related to the category, improving the overall usability of the knowledge bases.
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Case deflection statistics
The app is great for Salesforce case management. It records and saves case deflection Salesforce statistics, including visits to the cases page, viewed articles, and created or deflected cases so that you can easily track and analyze your performance. 

Benefits of Using AC Knowledge Management Enterprise

01

Data Categories Support on Experience Cloud

The app fully supports a hierarchy for data categories, which can be used as filters for knowledge content in Salesforce. Articles can be filtered by categories, groups, article type IDs, or custom values. Filtering by multiple categories is also available.
Data Categories Support on Experience Cloud - Salesforce Knowledge & Case Management App
02

Article creation from Experience Cloud site

Site users can contribute to the knowledge base and provide valuable content directly within the customer portal site. The newly created articles are stored as drafts until the admin confirms or rejects the publication.
03

Article following and subscription with rating system

Let site members subscribe to articles and receive updates with email notifications as well as voting by the 5-star and thumb ratings so you understand the value each article brings your audience.
04

Enhanced article view

Users can easily navigate to any article section by utilizing collapsible and expandable content sections and anchor links. They can also rate articles with a five-star rating system and subscribe to receive email notifications for updates.
Salesforce Knowledge Base
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Multibases support

Set up separate cloud knowledge bases for multiple products within a single system to enable customers to search for articles specific to each product separately. The feature provides better user experience and ensures more accurate search results.
06

Powerful custom filtering

Opt between two configurations: Standard Filtering for quickly searching and filtering articles in large knowledge bases and Advanced Navigation for structured navigation through articles, such as guides or manuals with subtopics and sections. 
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Advanced case deflection

Deflect up to 70% of support cases with a guided wizard. Help your customers find relevant articles instead of creating a case. Monitor the usefulness of your content by allowing users to rate articles using a thumbs-up or thumbs-down system. 

Case Studies

Explore projects we successfully completed!
IT/High-Tech
Spotify
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Spotify Technology S.A. is a Swedish music streaming service that provides DRM-protected music and podcasts from record labels and media companies. Spotify required two separate sites: one for bringing artists, developers, investors, and vendors together and another as a communication channel used for sharing news, events, announcements, and blog posts.

  • Enhanced file management and sharing
  • Exceptional customer service with a new case management system
  • Better connection and collaboration with the customers
  • Increased website traffic and overall company productivity
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Cases: Nonprofits
Greenpeace
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Greenpeace, a global environmental organization, faced significant challenges in coordinating its activities and campaigns across the Nordic region due to outdated communication tools and the lack of a centralized platform. Explore how Advanced Communities helped Greenpeace overcome all these challenges.

  • Merged five regional Experience Cloud sites into one international space.
  • Improved communication within the community.
  • Enhanced online collaboration and information sharing.
  • Simplified and more effective group management.
  • Increased engagement and user satisfaction.
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IT/High-Tech
MuleSoft
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MuleSoft, Inc. is a software company that provides iPaaS software for connecting applications, data, and devices without writing code. Advanced Communities was involved in the strategic project of moving the Mulesoft Help Center from the legacy PHP forums to Salesforce Community Cloud. That included moving 20000+ forum users with the discussions, likes, follows, reputation points, images, and userpics to Salesforce.

  • Improved engagement and collaboration with Mulesoft customers
  • Better system performance
  • Streamlined and more efficient company processes
  • Increased productivity
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AC Knowledge Management Enterprise as a case management software

Using Salesforce Lightning Knowledge on the backend and integrated with Service Cloud and Experience Cloud, AC Knowledge Management Enterprise is ideal for Salesforce case management. By providing self-service functionality, it gives users everything they need to find information without having to submit a case. This is what you need to free up your service and support team and enhance the customer experience. The app ensures that Salesforce Knowledge base information is exposed in an organised way so that users can get help they need on their own in one central location. This is what helps reduce support requests in your organization.
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    Frequently Asked Questions

    How do I publish an article from the Experience Cloud site?

    User-created articles are saved as drafts until checked and published by knowledge managers.

    What kind of content is supported for organizing our category landing pages?

    You can organize landing pages by any content using a Rich Text field.

    What does the Multibases Support feature provide?

    This feature allows you to create different knowledge bases for multiple products and let your members search through each base independently.

    What is Salesforce knowledge management?

    Salesforce offers a powerful system for storing and managing documentation, providing website visitors, clients, partners, and internal users (service agents) with easy access to key information through the Salesforce Knowledge base. It is a great knowledge management tool that helps to increase agent productivity, enhance customer self-service, and improve user experience.

    You can also install an idea management software into your org to gather feedback from your customers on how to improve your knowledge base or what information to add to meet your customers needs.

    How to enhance knowledge management in Salesforce Experience Cloud with knowledge base components?

    Salesforce Knowledge base’s limited out-of-the-box functionality for Experience Cloud can hamper your ability to solve business challenges. Poor filtering, complicated topic-based navigation, and unsupported article categorization are common issues. To address these gaps, we created AC Knowledge Management Enterprise, a solution for seamless and holistic knowledge management on Salesforce and Experience Cloud. This is what you need to save time, improve the service agent productivity and deliver experience your customers expect.

    What’s so special about AC Knowledge Management Enterprise as a knowledge management tool?

    AC Knowledge Management Enterprise as a case management software offers a comprehensive and user-friendly solution for knowledge and case management on Salesforce Experience Cloud. The app uses Salesforce Lightning Knowledge on the backend and provides advanced features that go beyond the out-of-the-box functionality of the Salesforce Knowledge. The app is built on force.com and perfectly integrates with Service Cloud, Salesforce Knowledge and Experience Cloud. The app enhances the ability to serve customers effectively by providing quick access to comprehensive data and information. A key feature of this app is its seamless integration with Salesforce.

    What are the Salesforce knowledge management best practices?

    1. Define a clear strategy and goals for your knowledge management program.
    2. Define a taxonomy and categorization structure to organize your knowledge data repository.
    3. Regularly review and update your knowledge bases to ensure accuracy and relevance.
    4. Encourage collaboration and knowledge sharing among employees service team.
    5. Use data analytics to measure the effectiveness of your knowledge management program and identify areas for improvement.
    6. Provide your customers with an easy access to the knowledge content through various channels, such as websites, portals, and mobile apps.

    How do I set up a knowledge management app in the Experience Cloud site?

    To set up a knowledge management app in the Experience Cloud site, you need to install an app designed for Experience Cloud, such as AC Knowledge Management Enterprise. Then, configure the app to meet your organization’s needs, create and publish knowledge articles, and add the app components to your Experience Cloud site so that customers can access the knowledge repository through the website. If you want to improve the efficient service setup processes, increase customer satisfaction, streamline operations, and increase productivity – AC Knowledge Management Enterprise is here for you. Need help? Advanced Communities Salesforce Community Cloud Consultant is happy to assist. Don’t hesitate to reach out with all your Salesforce needs.

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