Leveraging Case Management and Knowledge Bases

As we discussed in Chapter 8, your consumers expect to get what they want quickly and efficiently. Whether they need help or are looking for information, your site needs to provide information to them via the method they choose. Your consumer is in charge, so you need to curate your Experience Cloud site to be the concierge of information. Gone are the days of not knowing how to solve a consumer’s request; you need to adapt to your consumer’s needs, think through each design, and curate screens that resonate across devices. Your company also needs to be able to accept information outside of your desired application.

To accomplish a concierge customer support experience within Experience Cloud, you will have to invoke native features of Service Cloud. Setting up Service Cloud is required before you try to add service assets into Experience Cloud. If you have another service system, you may wish to reconsider using an external...