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Case Study

Syncing Salesforce-
Confluence Knowledge Base
for Efficient Self-Service

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Client Overview

Industry

Industry

High-Tech Services

Region

Region

United States

Company Size

Company Size

5k+ Employees

Featured Solution

Featured Solution

Knowledge Base Integration

Context

The customer is a global giant headquartered in San Jose, CA, providing AI-powered data security and management solutions. Their innovative approach focuses on driving transformation in data management by combining values, people, and technology. They have several recognitions, including Forbes Cloud 100, Gartner’s Magic Quadrant, and more. Initially, the customer used Salesforce as their knowledge base for their articles and documents. However, the growing customer base led to an increase in licensing costs. To reduce these costs and leverage their employees’ familiarity with Confluence, the customer decided to move their knowledge base to Confluence, seeking assistance from Grazitti for seamless integration & migration.

Business Challenges

The primary challenge was ensuring a seamless transfer of the knowledge base from Salesforce to Confluence without any data loss. It was crucial to maintain data integrity and accuracy to ensure continuity of operations.

Challenges with Data Mapping for Compatibility

Salesforce uses labels, whereas Confluence uses spaces. This mismatch in platform structures created challenges when migrating data. Ensuring that the content from Salesforce could be integrated seamlessly into Confluence required careful mapping and restructuring.

Managing Gradual Transition Across Platforms

Since half of the team was still working on Salesforce while the other half was aware of Confluence, the client needed a solution that would allow both platforms to operate simultaneously. This required a mechanism for syncing data in real-time between both systems to maintain consistency and avoid disruption.

High Licensing Costs on Salesforce

As the customer’s user base grew, Salesforce licensing costs increased, becoming unsustainable. This pushed the need for a more cost-effective solution to manage their knowledge base while maintaining efficient access.

business

Solutions

Tailored Knowledge Base

We suggested a dynamic Confluence-powered knowledge base to the customer to get rid of the high Salesforce licensing costs.

Salesforce Confluence Integration

We suggested Salesforce-Confluence integration to streamline operations, synchronizing data between both platforms with flexible options – daily, weekly, or monthly.

Bi-Directional Syncing

We configured automatic, bi-directional syncing of resources between Salesforce and Confluence KB through KB Sync, ensuring smooth and uninterrupted data flow across both platforms.

Used Custom Scripts

We implemented custom scripts to fetch data from Salesforce and stored it in Confluence to facilitate smooth data migration. This ensured data integrity and minimal disruption during the process.

Intelligent Data Mapping

We used intelligent backend data mapping to eliminate inline issues during data migration. This helped to transfer resources efficiently while maintaining structure and context.

Automatic Email Generation

We also embedded automatic email generation for article logging on both platforms.

Business Outcome

1. Successful Migration to Confluence with Seamless Integration

The migration of the knowledge base from Salesforce to Confluence was seamless, with all data accurately transferred and integrated.

2. Cost Savings on Salesforce Licensing

By moving their knowledge base to Confluence, the client reduced Salesforce licensing costs and minimized the need for additional licenses.

3. Improved Knowledge Base Usability

The transition to Confluence improved the usability and accessibility of the knowledge base, offering a more intuitive interface for new employees.

outcome

Highlights

Highlight 1

Migrated Resources from Salesforce to Confluence Seamlessly

Highlight 2

Implemented Real-Time
Data Syncing

Highlight 3

Resolved In-Line Issues
for Consistent Styling

Highlight 4

Reduced Salesforce
Licensing Costs

Conclusion

The customer streamlined knowledge base management by leveraging KB Sync to seamlessly migrate and sync resources between Salesforce and Confluence. The one-time migration of their resource library was completed without any data loss, and automatic syncing between both platforms further optimized their knowledge base operations.

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