Diane Berry
SVP, Market Strategy

Topics

With the world’s leading cloud-based CRM platform, more than 100,000 companies depend on Salesforce’s agility for the speed and flexibility to attract and maintain customers in a competitive environment.

But if agility is your goal as a Salesforce user, your degree of customer service is only as good as the insight you can quickly uncover. You’re only as agile as your ability to search Salesforce for what you need, immediately, in the right context to solve cases faster. It’s that challenge that prompted our launch of Coveo for Salesforce  on the AppExchange last year, providing relevant content from over 50 different systems in real time, presented instantly in the context of the case an agent is working within the Coveo Insight Panel populated in the Salesforce UI.

But as the variety of knowledge bases evolves, so does our need to incorporate the latest sources of relevant customer information. Last week, we announced that Coveo for Salesforce now indexes:

  • Salesforce Knowledge, a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. By indexing Salesforce Knowledge, users now have access to an increasingly populated and important information resource used by the Salesforce community.
  • SharePoint Online, a cloud-based collaboration and workplace productivity suite. By indexing valuable resources within SharePoint, Salesforce users can obtain insights from a prominent system of record, whether it is on-premise or in the cloud. (Coveo also connects with on-premise instances of SharePoint.)
  • Chatter Answers, which allows users to post, browse and reply to questions, as well as collaborate with agents to solve cases.

We’re continuing to evolve Coveo for Salesforce to help the Salesforce community deliver the most agile, responsive and effective customer service. Stay tuned throughout the summer for more exciting search news for Salesforce users, visit our video demo online, or check out our users that have integrated valuable knowledge within their Salesforce environment.

About Diane Berry

Diane Berry is Senior Vice President of Market Strategy at Coveo. Diane seeks out and analyzes market, industry and economic opportunities for growth; works with the analyst community as well as media; and acts as a spokesperson and industry voice to help organizations understand how to leverage advanced search-based apps to transform the nature of work.

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