![Mike Heap](https://cdn.feather.blog?src=https%3A%2F%2Fwww.notion.so%2Fimage%2Fhttps%3A%252F%252Fprod-files-secure.s3.us-west-2.amazonaws.com%252F98914fdb-78d4-41b2-8b2f-2231e8aa84bb%252F35ca17f5-d747-4781-af62-2a0db350f719%252F1670419303992.jpg%3Ftable%3Dblock%26id%3Df1d0ca55-9207-47b4-ba00-5c59fd1dc34c%26cache%3Dv2&optimizer=image&quality=80&width=280)
Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
![Alex Rainey](https://cdn.feather.blog?src=https%3A%2F%2Fwww.notion.so%2Fimage%2Fhttps%3A%252F%252Fprod-files-secure.s3.us-west-2.amazonaws.com%252F98914fdb-78d4-41b2-8b2f-2231e8aa84bb%252Fb87c77b2-9e2b-4ed3-8c91-2e1ef032487a%252F1ggjuXtB_400x400.jpg%3Ftable%3Dblock%26id%3D99dad5f9-bd51-4714-8986-71f6b241dcd1%26cache%3Dv2&optimizer=image&quality=80&width=280)
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
![Enhancing Operations with Salesforce Knowledge Base Integrations](https://cdn.feather.blog?src=https%3A%2F%2Fwww.notion.so%2Fimage%2Fhttps%3A%252F%252Fprod-files-secure.s3.us-west-2.amazonaws.com%252F98914fdb-78d4-41b2-8b2f-2231e8aa84bb%252Fe85cb196-88f7-4a79-b1a2-a256ca71b94a%252FBlog_Image_Template_1_18073.png%3Ftable%3Dblock%26id%3D78cfdd12-5db9-4960-b53d-c1994035a683%26cache%3Dv2&optimizer=image&quality=80&width=280)
What Is a Salesforce Knowledge Base Integration?
Why Use a Salesforce Knowledge Base Integration
- Importing features: Some users have reported that their articles were imported with all formatting cleared. Additionally, photos require manual re-insertion after importation.
- Indexing: Salesforce Knowledge typically indexes only 100-250 characters. In other words, searches only look for matches in titles and keywords.
- Usability: Salesforce Knowledge can feel clunky and unintuitive due to outdated user interfaces. As such, building and navigating the knowledge base can be cumbersome for both your agents and content creators.
- Limitations: Actions like removing a published article while editing it are not available on the platform. Also, you are unable to insert knowledge articles into macros.
Best Salesforce Knowledge Base Integration Tools
Document360
- Direct access: Support agents and other users in your organization can access the documents and knowledge articles you host on Document360 within Salesforce.
- Link sharing: Your agents can directly share the link to your Document360 articles with your customers.
- Article creation within Salesforce: You can also create new articles that will be saved in Document360 without leaving Salesforce.
Spekit
- Contextual access: Spekit allows you to embed knowledge base articles, called Speks, directly into Salesforce. This eliminates the need for users to switch between applications to find the information they need
- Content gap analytics: The tool also offers analytics to track user engagement with your knowledge base content. You can see what information is being viewed and searched for, identify valuable content and knowledge gaps, and even gauge user feedback.
Bloomfire
- Deep indexing: Unlike Salesforce Knowledge, Bloomfire indexes articles and knowledge posts more deeply. Instead of only looking for matching titles and descriptions, it scans entire documents for a more accurate search result.\
- Content linking: Your support agents can tag and link the content that helped them resolve a Salesforce case, serving as a recommendation or reference for similar cases in the future.
- Analytics: As your agents link content to Salesforce cases, the analytics feature of Bloomfire lets you see which content seems most helpful and which needs improvement.
Confluence
- Centralized authoring: You can create and edit knowledge-base articles in the Confluence interface, which also lets you access team collaboration features. Then, using a connector, publish them to Salesforce Knowledge.
- Bulk publishing: Depending on the third-party connector you use, you can publish posts in bulk by publishing your Confluence space with selected pages.
Conclusion
- You connect your knowledge base as a training resource for the chatbot.
- Once trained, your AI chatbot can accurately retrieve information from your knowledge base despite the complicated grammar and queries of your users.
Written by
Written by
![Alex Rainey](https://cdn.feather.blog?src=https%3A%2F%2Fwww.notion.so%2Fimage%2Fhttps%3A%252F%252Fprod-files-secure.s3.us-west-2.amazonaws.com%252F98914fdb-78d4-41b2-8b2f-2231e8aa84bb%252Fb87c77b2-9e2b-4ed3-8c91-2e1ef032487a%252F1ggjuXtB_400x400.jpg%3Ftable%3Dblock%26id%3D99dad5f9-bd51-4714-8986-71f6b241dcd1%26cache%3Dv2&optimizer=image&quality=80&width=280)
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.