Enhancing Customer Service with Salesforce Knowledge Implementation

Industry: B2B Services

Solution: Salesforce Knowledge Implementation

A B2B Services client was struggling with scattered support documentation, making it difficult for agents to quickly resolve cases and for customers to find answers on their own. The lack of a centralised knowledge base led to longer handling times, inconsistent responses, and reduced customer satisfaction.

We implemented Salesforce Knowledge and migrated over 200 articles into a structured way in Salesforce with dedicated record types such as FAQs, How-To’s, Troubleshooting, and Installation Guides. Agents could now attach relevant articles directly to cases, speeding up resolutions and ensuring accuracy. Public articles enabled customer self-service, while private content ensured internal-only governance. The result: faster support, improved consistency, and an enhanced customer experience.

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