Optimizing Salesforce Knowledge Base for Better Content Discoverability

The customer is a leader in manufacturing architectural products and window coverings using Salesforce Knowledge as their knowledge base. Their existing knowledge base set-up was uncategorized, had article visibility constraints to relevant users, and they had to create duplicate articles for internal and external users, all of which were challenging for the customer.

The customer wanted assistance in creating a structured and user-specific knowledge base. Also, they wanted to eliminate the effort spent on duplicating articles and changing the visibility of articles. And for a better UX, they wanted to improve article indexing across various data sources.