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Mindtouch Enhances Salesforce Integration for an Improved Customer and Agent Experience

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Integration Offers Salesforce Customers Faster Access to the Right Knowledge from Within Salesforce Service Cloud or Community Cloud

MindTouch, a leading provider of enterprise-grade, AI-powered knowledge management solutions, has enhanced its Salesforce integration to provide a better customer experience and drive measurable return on investment for contact centers.

MindTouch has enhanced its Salesforce integration to provide a better customer experience and drive measurable return on investment for contact centers by giving faster access to expert knowledge from within Salesforce Service Cloud or Community Cloud.

MindTouch has enhanced its Salesforce Service Cloud integration by enabling agents to search, view and create articles based on submitted cases from within their user interface with the option of an embedded tool to practice Knowledge-Centered Service methodology. KCS methodology is a set of best practices for creating and maintaining knowledge faster and more effectively.

“As a KCS™ v6 Verified solution, MindTouch gives agents best practices for content creation from within their Salesforce interface as part of their daily workstream, thus making it easier and faster to proliferate knowledge,” said Connie Quach, vice president of product for MindTouch. “More articles of higher quality means agents are more productive and customers are more likely to find what they need via self-service.”

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The integration also includes an “Insights” feature that shows agents what customers have already searched for and viewed so agents can provide faster, more effective service.

The company’s new MindTouch for Salesforce Community Cloud integration now enables customers to search for MindTouch-powered knowledge from within Community Cloud.

“Our integration promotes a better self-service experience by giving users within Community Cloud access to both peer-to-peer Community knowledge and authoritative knowledge from MindTouch,” Quach said.

The integration also gives customers possible resolution through suggested articles when they’re submitting support cases from the Community Cloud site.

“By automatically serving up articles that might resolve customer issues at this final phase of self-service, our integration helps further deflect cases while improving the customer experience,” Quach said. “By reducing live interactions, contact centers can potentially save hundreds of thousands of dollars.”

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MindTouch designed its platform to easily extend beyond CRM systems to give organizations a single point of truth.

“Our platform gives employees, agents and customers a consistent, personalized and effortless experience wherever their journey starts or ends,” Quach said. “And because of the way we structure knowledge, organizations can start with an agent assistance solution and extend it for public-facing self-service with virtually no effort and unlimited scalability.”

MindTouch offers comprehensive services backed by knowledge experts to ensure deployment success. Services include implementation, project management, education and training, support, and KCS consultation and best practices.

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