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Self-Service Best Practices for Salesforce Community Cloud

It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

In this webinar, we:

- Dive into what great self-service looks like and show you the formula for creating relevant support experiences
- Share case study examples of successful Salesforce Communities using Coveo
- Answer questions about AI-powered search and recommendations capabilities

If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search and recommendations to boost customer self-service.
Recorded Nov 19 2019 31 mins
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Presented by
Ezmie Bouchard
Presentation preview: Self-Service Best Practices for Salesforce Community Cloud

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  • A Masterclass in AI-Enabled Support Transformation Jan 16 2020 6:00 pm UTC 44 mins
    Jessica Ruvalcaba, Relativity, and Judith Platz, TSIA
    Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

    In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.

    Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:

    - Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
    - Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
    - Get meaningful analytics to measure and continuously improve the customer experience.
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction Recorded: Dec 5 2019 35 mins
    Simon Langevin, Product Manager, Coveo
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • Insight Engines: The Science Behind Magical Experiences Recorded: Dec 3 2019 49 mins
    Laurent Simoneau, Coveo President & CTO
    An inside look at the 2019 Gartner Magic Quadrant for Insight Engines

    AI can empower companies to tailor every experience to an audience of one. And an organization’s ability to harness that potential to reshape the digital experiences it creates will determine whether you succeed or merely wither away in an AI-take-all economy.

    Join the Co-Founder, President and CTO of Coveo, Laurent Simoneau, as he shares his observations and predictions on trends shaping the Insight Engines market. You’ll also learn why Coveo has been recognized as a leader, and furthest on the “completeness of vision” axis by Gartner in the newly released 2019 Magic Quadrant for the category.

    From how we buy to how we work, Laurent will dive deeper into trends shaping AI-powered experiences:

    - What's driving the need for an Insight Engine across industries
    - How to tailor your digital experiences for an audience of one
    - The trends guiding our investments in 2020 and beyond
  • Constructing the Next Gen Agent: Why AI is Required Recorded: Nov 26 2019 47 mins
    Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth)
    It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work?

    In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way.

    We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.
  • Deliver More Relevant Website Experiences by Leveraging Analytics Recorded: Nov 21 2019 56 mins
    Melissa Weickert, Andrew Dick, Jordan Dietriech
    Formica, the world’s leading manufacturer of high-pressure laminate, noticed that its website was not meeting customer expectations. With a complex digital portfolio, covering 28 country sites, 14 languages and 450,000-plus products, the company had to act, before customers went elsewhere for their residential and commercial flooring needs.

    In this webinar, Formica will share how the company is now using AI-powered search, recommendations and data analytics to redirect sales leads, and compensate for regional differences in its product catalog and content. You’ll hear how Formica manages two go-to-market models (B2B and B2C) on a global basis, plus an overview of the internal processes the company has set up with its global teams and partners.

    Join this webinar and learn how to:

    - Develop a unified strategic plan to deliver more relevant visitor and customer experiences
    - Evolve your end user experiences using Coveo and Sitecore
    - Scale your sales efforts more effectively.
    - Increase personalization to provide effortless customer self-serve options
  • Self-Service Best Practices for Salesforce Community Cloud Recorded: Nov 19 2019 31 mins
    Ezmie Bouchard
    It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

    In this webinar, we:

    - Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    - Share case study examples of successful Salesforce Communities using Coveo
    - Answer questions about AI-powered search and recommendations capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search and recommendations to boost customer self-service.
  • AI-Powered Search & Recommendations for Customer Service Recorded: Oct 29 2019 49 mins
    Rachel Bosley, Marketing Manager at Coveo & Micheal Wong, Solution Engineer at Coveo
    You’re invited to a live demonstration of Coveo’s intelligent, self-learning search & recommendations technology.This live 45 minute tour will explore our offerings for self-service and customer support.

    During this session we’ll also show you how our technology can help you to:

    - Increase case deflection and improve your Customer Satisfaction Score

    - Empower your service agents with the most relevant information available to make the best, most informed decisions

    - Leverage your data and insights to create a self-service experience that gets better with every interaction
  • Building an Intelligent Self-Service Journey Map Recorded: Sep 26 2019 37 mins
    Neil Kostecki, Senior Product Manager, Coveo
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It Recorded: Sep 25 2019 60 mins
    Andrew Crowder & Lipika Brahma
    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

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    Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

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    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
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  • How to Embed Service to Meet Customers Where They're At Recorded: Sep 24 2019 25 mins
    David James, Product Marketing Director at Coveo and Neil Kostecki, Sr Product Manager at Coveo
    Meaningful support interactions no longer reside just inside the Help page. They're embedded throughout all of your digital properties -- becoming part of your digital DNA -- to meet customers where they're at using personalized content based on previous successful interactions of others. In this instructive, how-to webinar we'll look at ways to embed personalized support journeys to drive case deflection and self-service success using chatbots, in-app search, personalized workflows and contextual recommendations.
  • Building a Foundation for Transformation Self-Service Recorded: Sep 12 2019 35 mins
    Mark Floisand, Chief Marketing Officer, Coveo
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • How to Use Intelligent Site Search to Increase Conversions Recorded: Aug 27 2019 55 mins
    Jon Rossman & Mark Floisand
    Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

    In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
    · How artificial intelligence can help you deliver the most relevant search results
    · How to leverage analytics from the search experience to evolve your web strategy
  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It Recorded: Aug 20 2019 60 mins
    Andrew Crowder & Lipika Brahma
    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

    That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

    Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

    Attend this webinar and learn:

    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
    - The efficiencies of enabling business users to manage search right from Sitecore
  • Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo Recorded: Aug 8 2019 32 mins
    David James, Product Marketing Director at Coveo & Neil Kostecki, Sr. Product Manager - Salesforce at Coveo
    The customer community. The contact center. The self-service support site. The chatbot you’re struggling to implement.

    With so many customer touchpoints, how do you keep pace and transform your service delivery to ensure customers and support agents alike are delivered the most relevant content, in the right context and at the exact moment of need?

    Coveo for Salesforce brings AI-powered search and recommendations directly inside your Service Cloud, Community Cloud, Sales Cloud and Salesforce Platform investments. The best part? Coveo is Lightning ready. So goodbye to custom coding and hello to drag and drop components. Whether you’ve already made the switch, or you’re looking to make the transition to Lightning, we have you covered.

    Join us for a live demo webinar to learn how fast-tracking your service transformation using Lightning and Coveo can:


    - Improve the agent experience inside Service Cloud to make them more productive and proficient
    - Deliver more relevant digital experiences for your customers on your community or website with chatbots and case deflection workflows
    - Gain deeper customer insights with rich analytics and reports to help your support org make better decisions
  • AI Myths Debunked Series: AI and the Nature of Work Recorded: Aug 7 2019 45 mins
    Stephen Rahal, Director, Product Marketing, Coveo
    The biggest fear in the advancement of AI is its impact on our work. But we’ll look beyond the most common myths to uncover and understand the supporting role AI and machine learning can play in helping workers grow and perform in their roles, and how relevancy can be injected throughout the employee experience. In this webinar, you’ll learn:

    - The relationship between AI, machine learning and knowledge work
    - Work scenarios that are optimized through the practical use of AI
    - How to digitally-enable your employees and deliver a consumer-like experience
  • AI Myths Debunked Series: AI and How We Buy Recorded: Jul 31 2019 43 mins
    Simon Langevin
    We crave personalized buying experiences. Too much choice stresses us out. In this session, we explore some of the misconceptions about delivering relevance throughout the buying process, and engage with experts to learn how pairing AI-powered site search and recommendations can reduce frustration and increase conversions.

    In this webinar, you’ll learn:
    - The relationship between AI, machine learning and purchase behavior
    - Examples to help shape your personalization strategies
    - How to achieve relevance and buyer personalization at scale
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    There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.

    In this webinar, you’ll learn:

    - The relationship between AI, machine learning and service
    - Real-world applications that meet your customers where they are
    - How to focus your investments to reap the biggest ROI
  • 6 Ways to Increase Self-Service Success on Your Support Portal Recorded: Jun 18 2019 36 mins
    David James, Director, Product Marketing, Coveo
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
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    - Effortless self-service interactions so that they can be more productive
    - Engaging communities where they can learn and thrive
  • Make Support Personal: Inject Relevance Into Every Interaction Recorded: Apr 24 2019 32 mins
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    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

    Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

    -Improved self-service success and case deflection.
    -Coherent and unified interactions across all support channels.
    -Better content strategy and user experience decisions based on data.

    You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.
Make Business Personal
As the pioneers of cloud-based AI-powered search and recommendations, we have always been driven by making the lives of our customers easier and the relationship with their customers more meaningful.

Our mission is to transform your business by helping your organization to deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every touchpoint of their journey.

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  • Live at: Nov 19 2019 6:00 pm
  • Presented by: Ezmie Bouchard
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