Introduction

Hexagon is a global leader in sensor, software, and autonomous solutions. Their Mining division is helping to connect all parts of a mine with technologies that make sense of data in real-time. They bring surveying, design, fleet management, production optimization, and collision avoidance together in a life-of-mine solution that connects people and processes.

Challenge

We were asked to create a community that would become a new channel for knowledge sharing and customer support. The solution needed to decrease the number of cases and help users find answers on their own. It also had to act as a special tool for collecting up-to-date feedback about the company’s products and services.

Solution

Advanced Communities created a new customer community using Salesforce Experience Cloud. We implemented a customized version of Salesforce Knowledge, which enables users to select Data Categories and view knowledge articles even before creating a case. We also added AC Ideas Ultimate – a perfect tool for customers to share feedback and for product managers to collect it. In addition, Hexagon wanted their community members to have easy access to documentation and other shared media files.

Benefits and Results

Our solution allowed Hexagon to optimize the case creation process using a customized knowledge wizard and collect valuable ideas from customers, as well as provide them with relevant knowledge articles.

Try the AC Ideas Ultimate App

View AC Ideas Ultimate on the Salesforce AppExchange. Interested in a powerful knowledge management app while you’re at it? Check out AC Knowledge Management Enterprise.