Improved Knowledge Retention in the Flow of Work on Salesforce Service Cloud

Copy Link

The company struggled with low completion rates for knowledge assessments and a lack of visibility into user skill levels, resulting in operational inefficiencies. By implementing Whatfix Surveys and in-app guidance on Salesforce Service Cloud, the company enhanced knowledge retention, improved employee experience, and increased feature adoption.

An internal custom application was used to assess users' knowledge of processes and SLAs, but the experience was intrusive, leading to poor assessment completion rates. The L&D team lacked visibility into the knowledge levels and skill gaps of users regarding critical information, resulting in significant operational overheads and time loss.

Whatfix Surveys were deployed to conduct targeted knowledge assessments. A Pop-Up was created to prompt users to complete the survey, which was segmented based on over 100 different skills (types and levels) of users. Real-time feedback was provided to users immediately after they submitted the survey, ensuring timely knowledge reinforcement.