Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, built on Salesforce Customer 360. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.
If you use Salesforce Service Cloud for Customer Service Management, you may be storing support content - such as Knowledge Articles - in Salesforce. The Salesforce Service Cloud app will automatically sync all of your Knowledge Articles from Salesforce into the Yext Knowledge Graph on an hourly basis. Now you can keep your support content up to date in Yext to power internal search experiences for your customer support team using Yext Answers. Employees can use Yext Answers to quickly find responses to customers’ questions using the Knowledge Articles (alongside other data) that are syncing to your Knowledge Graph.
Installation Instructions 1. To get started, navigate to the App Directory in your Yext account, find the Salesforce Service Cloud app, and click “Install”. 2. Using your login credentials, authorize the app to access your Yext and Salesforce accounts. 3. You will be prompted to map your Knowledge Article fields in Salesforce to your Help Article fields in Yext. This is to ensure that the content appears where you want it to! 4. Finally, select the Salesforce channels from which you would like the app to pull your Knowledge Articles.
See how Yext can help you deliver Official Answers wherever people search so you can grow your business.