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Media-savvy content creator, with a curiosity for all Salesforce experiences.
Knowledge Centers are an excellent digital solution to improve productivity within your business. How can you make this happen for your teams?
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.
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.
Paralegal
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.
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
The Knowledge Center contains articles saved in Salesforce and has some nifty functionalities. Take a look at the Knowledge Center created by Titan.
Titan first pulls all articles to the Knowledge Center from Salesforce and presents them in a few filterable ways.
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.
Legal Secretary
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:
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.
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.
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:
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.
Paralegal Specialist
The law firm’s digital journey for the Knowledge Center has been successful and fully covered with Titan’s help.
Ensure you have all the essential software to extend your Salesforce digital experience. From web apps to surveys, generated documents, e-signatures, and more, discover Titan. The powerful third-party Salesforce platform! We have it all – contact us by visiting:
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