Salesforce started off with CRM – a product that seeks to manage a companies sales processes. Sales processes are just one form of knowledge management so it’s not hard to see the fit with Salesforce’s latest acquisition, InStranet.
Instranet sell a tool called Dimensions that has a whole lot of potential to make sense of the rapidly growing amount of information that is at hand in business. Dimensions manages and sorts the knowledge base of a company so that when a customer makes an information request, Instranet can sort through the screed of information that is irrelevant to the query, but can serve up the information that is of relevance.
Dimensions allows a business to accumulate masses of data, secure in the knowledge that the information is readily accessible.
Salesforce are pushing Dimensions hard, saying;
Finally: A Knowledge Base that Gives You Just the Answer You Need – and Nothing You Don’t
Traditional knowledge bases rely on matching keywords against every answer in the system. The result: many pages of possible matches that leave your agents and customers lost in a sea of irrelevant information.
InStranet’s patented Dimensions technology organizes your knowledge base in multiple ways to pinpoint only those answers that are relevant to a particular customer. Add the Dimensions technology to the rich customer history in Salesforce CRM and you get just the answer you need—and none of the "noise."
Everything You Need for Happy Agents and Customers
Salesforce CRM Customer Service & Support is the fastest-growing application among enterprise call centers and support teams worldwide. This award-winning product delivers a:
- Call Center application that makes every agent successful
- Customer Portal that makes self-service the preferred destination for your customers
- Proven Knowledge Base used by 350,000 global call center agents and millions of self-service customers
Deliver Success in Weeks, not Months – Even for Large B2C Call Centers
Our customers love that they can be up and running with Salesforce CRM Customer Service & Support in weeks, not months. The new knowledge base is no different.
Salesforcetimes – ever keen to get a dig in at Microsoft, uses this as an example of the promise for Dimensions;
Head over to this travesty, and type in “office won’t open”. If they were using InStranet combining all of Microsoft’s data about my copy of windows, what updates I’ve taken from Windows Update, perhaps asked for some machine specs, when was the last time I performed maintenance, as well as my Dell support history… well, it might find something of actual use for me, maybe even, the right answer!
It’ll be fascinating to see how Salesforce integrates Instranet/Dimensions into their existing offerings.