Content Standard Checklist for Knowledge (formerly Article Quality Index, AQI)
Tracks Salesforce Knowledge article audits and quality trends within Salesforce Platform.
Salesforce LabsFree
Cadalys Concierge™
by Cadalys, Inc.SalesforcePaid
Searches Salesforce Knowledge, recommends follow-up actions, and supports case ticketing and collaboration in Salesforce Platform.
PRICINGPaid
DEPLOYMENTCloud
CATEGORYCustomer Service
UPDATED ON MARKETPLACE
What it does
Cadalys Concierge works with Salesforce Cases and Knowledge and follows the Knowledge-Centered Support methodology. Its search considers article views, likes, and publication dates, while results are tailored to the user and include previews within the search page. It can recommend follow-up steps based on search results, including creating a Case, calling, opening a webpage, starting an app, or beginning a live agent chat. The product can run in one Salesforce instance or connect several Salesforce instances with other knowledge and ticketing systems.
Key capabilities
from the Salesforce AppExchange listingKnowledge search
Search results take article views, likes, and the last publication date into account.
User-specific results
The search presents results according to the user.
Search result previews
Users can view article previews without opening a separate page.
Action recommendations
Search results can suggest steps such as creating a Case, placing a call, opening a webpage, launching an app, or starting a live chat.
Shared-services ticketing
Forms support requests for shared-services areas such as IT, HR, Facilities, and T&E.
Chatter collaboration
A Chatter feed connects users with ticket owners.
Multiple-system connections
The product can connect multiple Salesforce instances with other knowledge and ticketing systems.
Use cases
- A company with its knowledge and case management in one Salesforce instance can operate Cadalys Concierge there.
- An enterprise with several knowledge stores or case systems can connect those systems through the product.
- Shared-services groups such as IT, HR, Facilities, and T&E can use the ticketing functions.
Who it's for
Shared-services teams including IT, HR, Facilities, and T&E.
How it compares
Content Standard Checklist for Knowledge describes the KCS methodology, while Cadalys Concierge combines KCS with Knowledge search, article previews, action recommendations, ticketing, and Chatter collaboration. Knowledge Centered Support describes automatic article searches when a case is viewed and refinement of suggestions from case information; Cadalys Concierge also includes user-specific results, ticketing functions, and connections between Salesforce instances and other knowledge or ticketing systems.
| Name | Pricing | Deployment | Updated |
|---|---|---|---|
| this plugin | Paid | Cloud | |
| Content Standard Checklist for Knowledge (formerly Article Quality Index, AQI) | Free | Cloud | |
| Knowledge Centered Support | Paid | Cloud |
In the catalog
340 plugins in Salesforce Platform · Customer Service
Price distribution: 93 free, 41 freemium, 206 paid
Pricing & deployment
Platform
Salesforce
Product
Salesforce Platform
Deployment
Cloud
Pricing
Paid
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What the vendor says
«Cadalys Concierge™ works seamlessly with Salesforce Cases and Knowledge. It is based on the Knowledge-Centered Support (KCS®) methodology developed by the Consortium for Service Innovation. The approach seeks to create content as a by-product of solving problems, evolve content based on demand and usage, develop a …»