Knowledge Case Deflection - Auto-Reply Email (Einstein Flow Template)
Send customers case emails with Einstein article recommendations and case closure in Salesforce Platform.
Salesforce LabsFree
Knowledge Centered Support
by Stone CobraSalesforcePaid
Searches and creates knowledge articles during case handling in Salesforce Platform.
PRICINGPaid
DEPLOYMENTCloud
CATEGORYCustomer Service
UPDATED ON MARKETPLACE
What it does
Knowledge Centered Support searches relevant knowledge articles when a case is viewed and refines suggestions as case information changes. Keywords and codes can be isolated for targeted searches. Support agents can create articles during case handling by transferring symptoms, causes, solutions and keywords into article templates. The add-in also provides coaching and assessments for a closed-loop feedback process.
Key capabilities
from the Salesforce AppExchange listingCase-based article search
Searches for relevant knowledge articles when a case is viewed.
Refined knowledge suggestions
Updates knowledge suggestions as information is added to the case.
Targeted term searches
Isolates keywords and codes from a case to find targeted information.
In-flow article creation
Lets support agents create knowledge articles during case handling using symptoms, causes, solutions and keywords.
Coaching and assessments
Provides coaching and assessments for a closed-loop feedback process.
Who it's for
Support agents.
How it compares
Content Standard Checklist for Knowledge focuses on the Knowledge Centered Support methodology, while Knowledge Centered Support provides case-based article search, in-flow article creation, coaching and assessments. Cadalys Concierge works with Salesforce Cases and Knowledge and is based on the Knowledge Centered Support methodology, whereas this listing describes keyword and code searches, article creation from case details, and built-in coaching and assessments.
| Name | Pricing | Deployment | Updated |
|---|---|---|---|
| this plugin | Paid | Cloud | |
| Content Standard Checklist for Knowledge (formerly Article Quality Index, AQI) | Free | Cloud | |
| Cadalys Concierge™ | 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
«Harness Knowledge to get More from Your Support Center! Auto-Search Relevant knowledge articles are automatically searched when a case is viewed. Updating information on the case continues to refine the knowledge suggestions. Key words and codes in the case can be isolated to find targeted information. Effortless …»