AC Lightning Knowledge (AC Knowledge Management Enterprise) is a Salesforce-native application designed to enhance knowledge and case management within Salesforce Experience Cloud. It provides advanced tools for structuring, organizing, and searching large volumes of information, supporting both customer self-service and internal agent productivity. The solution addresses limitations in Salesforce’s out-of-the-box knowledge base by introducing features such as multi-base support, custom filtering, and seamless article management, all fully integrated with Salesforce’s ecosystem.

Key Features

Data Categories Support on Experience Cloud Organize knowledge articles using Salesforce data categories.

• Enables targeted content delivery.
• Improves navigation and search relevance.

Article Creation from Experience Cloud Site Empowers users to create and submit articles directly from the portal.

• Streamlines knowledge contribution.
• Supports draft and approval workflows.

Article Following and Subscription with Rating System Allows users to follow articles, subscribe to updates, and rate content.

• Increases engagement and feedback.
• Keeps users informed about changes.

Enhanced Article View Improved UI for reading and interacting with articles.

• Offers a more intuitive reading experience.
• Supports rich content display.

Multibases Support Manage multiple distinct knowledge bases for different products or audiences.

• Segregates content for different user groups.
• Enables independent search within each base.

Powerful Custom Filtering Advanced filtering options for finding relevant articles quickly.

• Reduces time spent searching.
• Improves user satisfaction.

Advanced Case Deflection Intelligent suggestions and self-service options to reduce support case volume.

• Deflects up to 70% of support cases.
• Frees up agent resources for complex issues.

Benefits

Improved Knowledge Organization Centralizes and structures large volumes of information.

• Reduces clutter and redundancy.
• Ensures users find accurate, up-to-date content.

Enhanced Customer Self-Service Empowers users to resolve issues independently.

• Increases customer satisfaction.
• Reduces support workload.

Seamless Salesforce Integration Works natively within Salesforce and Experience Cloud.

• Leverages existing CRM data and workflows.
• Simplifies deployment and maintenance.