To maintain your Service-Level Agreements, you will need to address queries accurately and on time with relevant resources. We have introduced the Magentrix ‘Article Search in Salesforce’ & ‘Suggested Magentrix Articles’ features enable your internal Salesforce users. With these features, you can leverage your knowledge base and documentation that is hosted on your Magentrix portal into your Salesforce Case object. This will help to reduce the number of steps to retrieve information and improve response time to ensure customer satisfaction.
This feature can be accessed by the ‘Find Articles’ button on the Case page layout.
Clicking the "Find Articles" button will automatically use keywords from the Case record’s subject and description to search Magentrix-hosted knowledge base articles. Results will be listed on user groups. The search can be refined to find other articles based on the subject and description.
These articles can be linked to the Case record by clicking the tick mark inline icon.
Linked articles to cases can be unlinked by clicking the X inline icon.
Articles can be previewed by clicking the eye inline icon.
You may have custom communities with different branding that targets different users and user groups. Additional links are available to deliver the article posts to your communities while maintaining your branding.
Articles can also be directly emailed to your customers in a PDF but this feature requires case deflection to be configured for your instance.
Suggested Magentrix Articles
This feature can be accessed by the ‘Suggested Magentrix Articles’ lightning component on the Case page layout. This component will automatically use keywords from the Case record’s subject and description to search Magentrix-hosted knowledge base articles. Results will be listed directly on the Case page layout. The search can be refined to find other articles based on the subject and description.
From here, you can access the same above inline features (linking/unlinking the article to the case record, preview article, etc.) all from the lightning component.
Adding the ‘Case Articles’ related list allows you to see the linked articles on the case page layout.
To configure the Magentrix Article Search in Salesforce feature, please see this documentation.