Legal – Titan’s Knowledge Center for Salesforce
Experienced wordsmith, with a keen eye for best of breed Salesforce experiences.
Knowledge Centers are an excellent digital solution to improve productivity within your business. How can you make this happen for your teams?
Take a glance at our pros researched at Titan:
Does this sound like what your business needs? Then keep reading as Titan shares a use case from a law firm that created a website with absolutely no code to pull articles from Salesforce directly into its Knowledge Center.
Salesforce for Technology: The Business Problem
A prominent law firm specializing in the corporate and business sector had started to accumulate a wealth of knowledge regarding regulations, compliances, contracts, and legal solutions. Taking into account the amount of information and training that the staff at the law firm needed instant access to daily, the Executives decided that it was time to create a Knowledge Centre to assist their employees.
“We need an intelligent automated process that transfers our articles from Salesforce directly to a Knowledge Center.“
Paralegal
The Beginning of the Knowledge Center for Salesforce
After liaising with all the business teams at the law firm, the Paralegal handed over a list of requirements to Titan to start building a website with a Knowledge Center:
Real Time Titan Solutions
By turning to Titan to streamline their legal experiences, the law firm was awarded a modern website that presented a custom branded Home page and a feature-rich Knowledge Center.
Driving Access Control
The law firm wanted parts of the website to be public to be accessed by all visitors, such as clients, and some parts required SmartV login, like for employees.
“Our Knowledge Center has a custom mix of public and private sections.” – Attorney
Building the Knowledge Center
The Knowledge Center contains articles saved in Salesforce and has some nifty functionalities. Take a look at the Knowledge Center created by Titan.
Reliable Filter and Search
Titan first pulls all articles to the Knowledge Center from Salesforce and presents them in a few filterable ways.
Titan then displays the articles as a complete list on the Knowledge Center. Additionally, a user can search for an article in the Knowledge Center or filter their search results by the categories in the law firm:
Unlock User Experience
When users want to drill into an article’s content, they are awarded a few options. First, the Knowledge Center allows users to read articles in different languages. Online visitors can choose to read the articles in French, English, or Spanish if they so choose by selecting the language option from an interactive drop-down menu.
The reader can create and download PDFs from articles via a single button click. A reader may also provide feedback on the article using interactive likes or dislike buttons. The buttons are dynamic, and if a reader clicks on the dislike article button, a drop-down menu pops up for a response.
The reader can quickly choose between these pre-defined responses:
“Apart from providing feedback, I can also raise a case on the Knowledge Center, which is related to the article I am reading.“
Legal Secretary
Innovation: Raising a Case
Raising a case is pretty simple! The reader clicks a single button that directs them to a web form embedded on a web page. The reader can go ahead and fill out the following text fields in their case:
- Full Name
- Subject
- Description
Next to the web form, a list of recommended articles is displayed and provided to the reader for easy access. The list of recommended articles is intelligently based on what information is added to the Subject field by the reader.
Improving Efficiency: Raising a Support Case
A few more functionalities for the Knowledge Centre are connected to raising a support case (not related to articles). These functionalities are a clone of raising a case web form format and layout but are designed for cases unrelated to articles.
Align Technology to your Readers
On top of that, the reader has access to their browsing history after viewing or reading a few articles. As the reader browses through the web site, a list of articles will be displayed at the top of the screen specifically for the user’s convenience.
The last thing we would like to share are the cases that were raised by readers. The reader logs into the website with an email address and clicks on the My Requests tab in the menu header. The reader will be able to view all their requests in a streamlined table with the following useful data:
- Case Number
- Date Created
- Owner
- Status of Case
- View Case
The table is also shared between categories, so a reader can click between Banking and Financial Services, Commercial Property, and Data Protection, which will change the data in the table depending on which category the reader chooses.
“I can choose to close a case from within my table or add a new case by clicking on the + button. Too simple!”
Paralegal Specialist
Attractive Results with Titan for Salesforce
The law firm’s digital journey for the Knowledge Center has been successful and fully covered with Titan’s help.
Here are a few key results:
Engage with High-Value Technology
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