Many companies face the same challenges with their community: an abundance of great content but no easy way for users to access all that knowledge. In the end, self-service all comes down to the experience and how your users interact with your community in order to find what they need. Making content discoverable wherever it resides can feel like a Herculean task, but it doesn’t have to be. Our best practices driven webinar, with real life examples from GoPro, demonstrated proven ways to: -Design an engaging, value-driven community -Drive self-service success by delivering relevant and proactive answers -Leverage insights from your member interactions to continuously improve your content -Create intuitive community experiences that connect your members with answers, faster No data scientist (or pocket protector) needed!

1. Make
Customers Fall
in Love with
Your Salesforce
Community

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About Perficient
Perficient is the leading digital transformation
consulting firm serving Global 2000 and
enterprise customers throughout North America.
With unparalleled information technology, management
consulting, and creative capabilities, Perficient and its
Perficient Digital agency deliver vision, execution, and
value with outstanding digital experience, business
optimization, and industry solutions.

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Perficient Profile
• Founded in 1997
• Public, NASDAQ: PRFT
• 2016 revenue $487 million
• Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte,
Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit,
Fairfax, Houston, Indianapolis, Lafayette, Milwaukee,
Minneapolis, New York City, Northern California, Oxford
(UK), Southern California, St. Louis, Toronto
• Global delivery centers in China and India
• ~3,000 colleagues
• Dedicated solution practices
• ~95% repeat business rate
• Alliance partnerships with major technology vendors
• Multiple vendor/industry technology and growth
awards

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About Our SpeakersAbout Our Speakers
Momoko Furukawa
Lead Business Consultant
Perficient
David James
Director of Product
Marketing
Coveo

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Why Salesforce Communities?
• Pre-built templates with
out-of-the-box components
• Drag and Drop & Point and
Click UI configuration
• Custom Theme Layouts
• Fast Design, Development
and Deployment
• Access to Lightning Bolt
Templates built with various
use cases
• Mobile first design

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How Do You Measure Community Success?
Engagement
Case Deflection
Self-Service Success
CSAT, CES and NPS
Contribution of content
Finding what you need with minimal effort
Providing solution in-context of case creation
Removing the need for live assistance
Members find content on their own
Positive experience requiring no assisted support
Measures of success vary by industry and size

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Best Practices for Engaging Salesforce Communities
1
Proactively Recommend ContentEnable Case Deflection3
2
Think About the Experience
Make Navigation Easy
4 Encourage Engagement
5 Make Search Prominent
6 Make Content Available
7
8 Make In-App Search Pervasive
…and more!

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#1: It All Starts with Knowledge
Set yourself up for success with communities by laying the proper foundation
• Quality content
• Enable your subject
matter experts
• Build a taxonomy
• Enable knowledge article
ratings
• Keep it fresh

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#2: Make Navigation Easy
Make knowledge easily accessible to your customers
• Put yourself in your
customers’ shoes
• Serves as the foundation
for knowledge categories
of your PKB

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#3: Personalize the Experience
Personalize the community for a more relevant experience and better self-service support

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#4: Add Out-of-the-Box Lightning Components
Leverage native Components for fast community setup
Leverage the Customer
Service template with
Community Builder
Some of the many mobile-
responsive PKB
components:
• Navigational Topics
• Trending Articles
• Related Articles
• Search Results

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#5: Enable Case Deflection
Effortless case deflection for both authenticated & unauthenticated users
As you enter in the subject
and description of your
case, the case deflection
component will search for
cases with similar subjects
and descriptions, and
recommend the articles that
solved those cases.

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#6: Encourage Engagement
Increase collaboration through peer-to-peer support
• Chatter Questions (Q&A)
• Chatter Groups
(Discussions)
• Have a community
manager to drive success

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#7: Crowd Source Answers
Community moderators or person who posted the question can select a ‘best answer’
Selecting a best answer
makes it easy for others to
see immediately which
person’s answer was the
best, making it effortless to
see whose answer they
should trust.

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#8: Gather Customer Feedback
Use your community to support idea management or product innovation
Idea Zone is a Lightning-
enabled app designed to help
you quickly deploy and
support the ideation process
in your Salesforce
Community.

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#9: (Brand) Consistency is Key
Create a seamless support experience across channels
• Choose simple, attractive
and panoramic
background images
• Strive to keep all pertinent
content, call-to-actions
and dashboards above the
fold of the screen
• Think Mobile first
• Consistency between your
website and community

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#10: Think About the Community Experience
Design with your users in mind
• Surface the most
important information for
users quickly
• Utilize homepage for news
and announcements
• Link to helpful tips or
featured topics
• Accessibility to multiple
options for contacting
support

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#11: Make Search Prominent & Pervasive
• Eliminate high customer effort
• Help them find what they’re
looking for faster
• Mirror the customer
experiences they desire
• Don’t make search an
afterthought

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Who is Coveo?
350
Employees
1,500
Enterprise installs
+50%
2016-17 growth
Coveo brings relevance to every
interaction customers, partners and
employees have with your organization
100+
SI Partners
Source: Gartner MQ for Insight Engines 2017

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Software &
Technology
Financial
Services
Manufacture
Healthcare
Others
Partners
Customer Success with Coveo

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Intelligent
Workplaces
2014
PARTNERSHIP
ESTABLISHED
1 of 3
PREMIUM IMPLEMENTATION
PARTNERS
15+
TRAINED
DEVELOPERS
#1
GARTNER MAGIC QUADRANT
FOR INSIGHT ENGINES
Intelligent
Site Search
Intelligent
Customer
Support
Intelligent
Self-Service

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#12: Make Content Readily Available
Community moderators or person who posted the question can select a ‘best answer’
• Embrace the content silos
• Bring content into unified index
• “Play it where it lays”
• Everyone becomes a knowledge
worker

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#13: Let Machine Learning Do the Heavy Lifting
• Give your community access to
info so it can learn for itself
• Creates a more relevant
experience
• Translates to more
engagement and usage
• Lessens customer effort
Content
Context
Behavior
+
+
= Relevance

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#14: Proactively Recommend Content
• Recommend content based on known
behavioral data
• Answer, suggest and then recommend
• Examples include recommending more
content, people, experts, training or
events
• Begins to differentiate your brand
experiences
Behavioral Data
Successful Outcomes
Recommendations ✓
x 1000s

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Intelligent
Recommendations

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Machine learning technology learns what makes people successful, continually
improves search results & predicts relevant content
How do I fix
my printer?
Thanks, that last
one worked!
How do we fix
our printers?
Thanks, the first one
worked!
AI-
Powered
Search

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#15: Understand Your Customers’ Behavior
Know with certainty – stop
guessing
Report on what content sources
are proving most beneficial
Understand what community
members are:
• Searching for
• Opening/clicking on
• Created cases on

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#16: Know What Content Customers Want
● You can’t improve what you
can’t measure!
● Know what content your
customers need
● They are creating your
content strategy for you
● Understand what different
user groups need

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#17 Make In-App Search Pervasive
Keep users in the context of
their work
Embed search inside your
product to mirror help topics
online
Apply same machine learning
regardless of where content
resides

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A Coveo Edition for Every Business Need

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Standard Salesforce Global Search Coveo for Salesforce

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What’s Next?
Get started with Perficient’s Self-Service
Community Quickstart offering
Get the Coveo Free Edition on
AppExchange