24. Jul. 2019
Katharina Berr
2 minute read

4 Must Have Features in your CRM Knowledge Base Integration

Your CRM and knowledge base are the two main sources of information for customers.

CRM Knowledge Base IntegrationWith customer and order information in your CRM and product and support data in your knowledge base, they are must have tools in your customer service department that cannot remain siloed. Otherwise, both systems will end up out of sync over time which leads to inconsistent and inaccurate information and thus bad customer experiences. Therefore, it is critical that they not only be linked, but that the integration also enables agents to get the most out of each system.

So, what are the top four features your integration should offer to help your agents work more efficiently?

1. Search from within the CRM

Integrations are only worth their salt if they provide enough benefit that people actually use them and nobody wants to constantly switch between programs.

Customer service agents need the ability to search directly from the CRM interface with no switching necessary. Otherwise, it will be extra effort and avoided. After all, who wants to constantly copy and paste information from one system to another? For an agent, it’s not just annoying, but a recipe for mistakes.

Save clicks, time and frustration by choosing a seamless integration that works from within a single system, such as Salesforce.


2. View Articles within the CRM Interface

When customers are on the phone, agents need the ability to not just search for solutions but also view and read them from within the case.

Since support agents frequently work primarily in a ticketing system such as Zendesk, ensuring your knowledge base integration allows them to bring up and view potential solution documents means time saved for the agent and customer.

Think of your last project around the house. Would you rather have all your tools readily accessible in one toolbox while you’re in the middle of something, or have to go search in a multiple toolboxes for every other item you need?

3. Import Solution Documents into Cases

Once your agent has solved the customer’s problem, they’ll need to document the solution. This not only ensures a complete and accurate customer history for sales and support, but also ensures that other agents benefit from the experience and can solve similar problems even faster in the future.

Instead of having to copy and paste or upload and attach files, your integration should enable the user to directly import the solution document they’re viewing in a click or two.

4. Service Steps Taken Recorded in the Case

With few exceptions, customer service agents will go through a series of step-by-step questions to troubleshoot the problem or inquiry at hand. This may be done based on simple experience or via guided dialogues and decision trees.

The process for finding the solution is not just an important step in the process, but a valuable source of information for the case. Having a detailed record for the future ensures

  • Agents get a more complete picture of the customer
  • Other agents with similar inquiries can refer to it
  • Future inquiries from the same customer can be solved quicker and easier

Service Steps Taken Recorded in the Case                   All troubleshooting steps taken by the agent inside the knowledge base are recorded in the case

Looking for something that does all the above?

If you’re looking for an integration that does all the above and more, see how our Salesforce app will help empower your customer service agents while boosting big picture KPIs that management cares about.

Not using Salesforce? Get in touch and ask about our other integrations for Zendesk, SAP, ServiceNow and more!

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