Elevating Experiences with Salesforce Service Cloud & Knowledge
Enhancing Salesforce Service Console and Digital Experiences
A leading Association needed to optimize its Salesforce Service Console and Experience Cloud Community to improve engagement and knowledge sharing. One of our team members conducted a full system audit, identifying architectural gaps and recommending enhancements to streamline workflows and boost user engagement and self-service.
Actors:
- Technology Services
- Customer Support Team
Objectives:
1. Evaluate Current Platform Usage
Assess how effectively the organization was using Service Console and their Digital Experiences site, including what had been implemented, what was underutilized, and what was missing.
2. Identify Gaps and Inefficiencies
Pinpoint issues such as data quality problems, incomplete integrations, inconsistent processes, and underused features that were hindering performance or creating unnecessary manual work.
3. Recommend Best Practices and Enhancements
Provide specific, actionable recommendations to optimize system settings for case management and long-term enhancements.
4. Increase Adoption and System Efficiency
Encourage deeper platform adoption by outlining how the Support Team could better leverage available tools to streamline tasks, automate follow-ups, and support customer engagement.
5. Support Scalable Growth
Develop a roadmap for configuring Service Console in a way that supports future expansion, including automation strategies, system management, performance tracking, and future development of AI capabilities.
Challenge:
The client suspected that their platforms were not delivering full value. Key concerns included incomplete configurations, manual and inconsistent processes, unclear reporting, and data quality issues.Approach:
A full platform audit was conducted to assess current usage and identify gaps. The audit reviewed analytics integrations, connected apps, system structure, website content, case tracking, user interface management, and servic enablement features.
Key Findings & Pain Points Identified:
Low User Adoption: Service agents or community members find the Service Console or Experience Cloud difficult to navigate, leading to underutilization.
Fragmented Knowledge Sharing: Lack of up-to-date, accessible Knowledge Base results in duplicated effort, inconsistent answers, and slower case resolution.
Inefficient Workflows: Console layouts and community architecture were not optimized, causing unnecessary clicks, longer case handling times, and reduced productivity.
Limited Engagement in Digital Experiences: Community portals needed to be more user friendly for selft servce.
Inconsistent Customer Experience: Without streamlined processes and a reliable knowledge base, customers receive varied support responses.
Technical Debt: Classic customizations (non-Lightning) or poor architectural decisions made it difficult to implement new Salesforce features effectively.
Knowledge Retention Issues: Valuable expertise stays siloed with individuals instead of being documented for organizational use.
Results
The audit provided a clear roadmap for improving system configurations and updating the Knowledge Base articles for customer self service. The client gained clarity on how to fully leverage the platform, reduce manual work, and create scalable systems.