THE CHALLENGESThe firm created technical documentation in MadCap Flare so that some basic assistance was available round-the-clock. It also had a team of service representatives proactively working on Salesforce Console to provide additional help to those who needed it.However, Idaptive wanted to take things to the next level by providing a more immersive and relevant experience. The primary objective was to unify results f rom both the repositories and deliver relevant results to support engineers. This would give them access to more case-resolving knowledge.Idaptive aimed to integrate its Salesforce-powered support console with MadCap Flare-based technical documentation to ensure helpful information was never inaccessible for its support mavens

Join for free to read