Enabling a Robust Knowledge Base within your Salesforce Org

Nikita R.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Mar 1st, 2024

A Knowledge Base is essential for sharing information and articles within your organization. Maximize your Knowledge Base to share information with customers or potential leads looking for industry answers.

Did you realize that Salesforce is the perfect place to store Knowledge Base articles and track user interactions?

Follow us below as we share a use case from a logistics company using Salesforce and Titan to speed up workflow processes for its business teams with a custom Knowledge Base.

Salesforce Workflow Automation in the Freight Industry

A large and successful logistics company noticed that workflow processes began slowing down with their business growth. The company had become sizable, with over 250 employees who needed training and direction to handle and solve their work queries.

Listening to the employees in the logistics company, the Executives decided that the organization needed a space for their staff to read up on standardized processes, quickly learn best practices, and eliminate reliance on seniors in their organizational teams.

The logistics company turned to Titan as they wanted a flexible platform to create a Knowledge Base that could be hosted on its website without writing any code!

Essential Titan Features of the Salesforce Knowledge Base

The Executives of the logistics company handed over a few requirements to our Titan experts to address:

The logistics company needs a dynamic Knowledge Base that pulls data from Salesforce.

The Knowledge Base must fit seamlessly into the company’s existing website.

The employees require a Knowledge Base with an excellent user interface and little to no training to operate.

The logistics company wants one Knowledge Base to maintain that will have different views based on the profiles of employees.

The Knowledge Base needs to allow employees to download an article to read later at their convenience.

Employees need a way to interact with the Knowledge Base and leave comments on articles.

Can you relate to this organization’s use case? Does your staff have the confidence to make decisions in all workflow processes and procedures in their roles?

Please keep reading to find out how Titan helped the logistics company succeed and motivate their staff simultaneously. 

Automating Workflows in Salesforce

With the hiring rate growing more and more each month to assist with the workload of the logistics company, there are now a vast amount of new hires at the organization that needs to quickly learn how to work efficiently and independently.

Some of the tasks identified by the logistics company that would be beneficial to share on a Knowledge Base include the following:

Understanding all the projects that are currently on the go at the logistics company.

The process of how to create reports with consistency and accuracy.

How-to guides indicating the warehouse procedures as per the company’s standards.

Best practices for keeping warehouse schedules neat and consistent.

Examples of checksheets for warehouse inspections.

How to resolve problems with deliveries and customers.

Documentation of policies.

Articles on how to handle insurance claims.

Titan’s Workflow Automation Facelift in Salesforce

There’s never been a better time for the logistics company to upgrade its business workflows! The company used a template from Titan Web to create a Knowledge Base powered directly by Salesforce.

Customized Designs your Staff will Boast About

Titan provided a completely customizable Knowledge Base that has been added to the logistics company’s existing website. The web design team was able to take full advantage of branding the Knowledge Base by customizing the following elements:

Fonts

Menu

Logos

Sign In

Search Bar

Plenty of Permissions for User Access

Per the company’s requirements, Titan has provided a Knowledge Base with a few different views. An employee’s role in the company determines which articles they will see upon entering the Knowledge Base.

How does this work? Employees sign into the Knowledge Base with an email address. Titan analyzes this data based on the profile user permissions assigned to the email address and then determines what view the employee will see.

For example, two employees log into the same Knowledge Base, but General Manager sees five articles related to management, whereas the Logistics Specialist views eight articles covering logistics. 

Hello, Interactive Content!

Titan has also provided employees at the logistics company the ability to view all articles organized into categories to allow readers to easily choose which one they would like to read.

Employees may also view any comments and likes on an article from peers with an option to download the report as a PDF using Titan Docs if they prefer.

But how does a reader comment on an article? Titan has provided a comment box where employees can type and submit comments on an article. Additionally, employees can quickly click on a simple button in the comments box to share further information, such as yes or no to “Was this article helpful or not?”

Furthermore, to declutter articles and elevate the user experience, all feedback from posts is sent to Salesforce. The comment box disappears simultaneously once a reader has interacted with the widget for the utmost experience

Improve your Logistic Experience with Titan for Salesforce

The logistics company discovered noteworthy features from Titan to take its business to the next level! Here are the essential results from Titan that the logistics company is grateful for:

An up-and-running Salesforce-focused Knowledge Base that Titan set up in under a month.

The convenience of working with Salesforce seamlessly through Titan’s unique bi-directional data feature. For example, articles are pulled and published from Salesforce with feedback from employees pushed to Salesforce in real-time, simultaneously!

The creation of a web project that fits in with the branding, style, and direction of the logistics company’s UI and UX vision.

Titan is highly flexible and offers brilliant Salesforce solutions with various products, not just a Knowledge Base.

Employees can access articles providing problem-solving processes and procedures at their fingertips.

Executives can assess staff feedback to gauge the article relevance and the Knowledge Base’s success.

Projects are starting to reach deadlines with confident, happy employees!

*All organizational names and titles used in this article are purely fictional, and if they happen to occur in real life, it would be completely by coincidence.

Get in Touch with us Today to Sign Up for the Titan Platform

We recommend getting the Titan platform for the fastest way to create no-code web applications. If you want to know more about this topic, watch our Salesforce Knowledge Base Portal Customization video on YouTube.

We have many features exclusive to Titan that can accelerate your business objectives and results. Contact us on one of our social media channels in the links below to schedule a demo and extend your digital experience with Titan today. We hope to see you soon!

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