Integration between Gainsight PX and Salesforce Knowledge?

Forum|Forum|7 years ago
June 21, 2019
5 replies
174 views

We recently implemented Salesforce Knowledge to track solutions to common workflow questions and troubleshooting scenarios. I'm curious to know if there is any integration or planned integration between Salesforce Knowledge and Gainsight PX. For example, if a Salesforce Knowledge article is created and accepted that information could be used to populate a guide or in-product doc via Gainsight PX without have to manually port over the information.

Thanks!

Best answer by harshibanka

@john_apple great question!

Currently, following options are available:

Add a link to your SalesForce Knowledge in the in-app engagement/ guide
Add a CTA type button linking to SF Knowledge
Add these SF Knowledge Links to the Knowledge Center Bot which users can access any time

For automated population, I'd let @mickey answer this further

harshibankaAnswer

Gainsight Employee ⭐️⭐️

@john_apple great question!

Currently, following options are available:

Add a link to your SalesForce Knowledge in the in-app engagement/ guide
Add a CTA type button linking to SF Knowledge
Add these SF Knowledge Links to the Knowledge Center Bot which users can access any time

For automated population, I'd let @mickey answer this further

Harshi (pronounced like the Hershey's chocolate); PLG and Digital CS Evangelist

john_appleAuthor

Expert ⭐️

Thank you! Could you example point #2 a little further?

harshibanka

Gainsight Employee ⭐️⭐️

As you can see in the image, this is a sample In-App Engagement with a "Button"/CTA which could bear link to your SF Knowledge Center, which would mean you can show an in-app engagement to a user and direct them to SF Knowledge Centre through this CTA.

Let me know if it clarifies.