Salesforce Service Cloud + Live Agent: Knowledge Sync, AI Suggest, Knowledge Triggers
Roles: Read Only, Author, Admin
Guru's extensive Salesforce Service Cloud integration enables users to sync & unify their Salesforce Knowledge with Guru. Additionally Guru's AI Suggest capabilities can proactively surface relevant knowledge to agents so they can respond faster and with more confidence
Salesforce Knowledge Sync - Sync your Salesforce Knowledge articles into Guru on an ongoing basis. Updates you make in Salesforce Knowledge will automatically update in Guru. Interested in setting up Salesforce Knowledge sync? Check out the setup instructions here: Knowledge Sync: Salesforce Knowledge
AI Suggest - Guru will dynamically suggest the relevant content for your support agents, whether they are responding to emails in Service Cloud or chatting live with your customers in Live Agent. For a more detailed description of AI Suggest and instructions to enable within your Salesforce account please see: Learn more about AI Suggest & setup AI Suggest
Knowledge Triggers - Guru can be configured to suggest specific knowledge to your team based on content or fields within Salesforce. For managers, Knowledge Triggers empower you to easily coach your team with information pertinent to their job. No more searching. Guru surfaces knowledge when and where your team needs it.. Access the following Help Center Article to set up Knowledge Triggers within Salesforce.