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 in Service Cloud cases & Chat 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 Salesforce Chat. 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.. Learn how to set up Knowledge Triggers within Salesforce.
📑 Related articles
- AI Suggest Feature Description
- Setting Up AI Suggest
- Utilizing Knowledge Triggers
- Setting up and Editing Knowledge Triggers
- Knowledge Sync: Salesforce Knowledge