An E-commerce Technology Company Enhances Knowledge Management By Migrating from Salesforce Classic to Lightning

The Challenges

Our client, a leading e-commerce technology company, was relying on Salesforce Classic for their knowledge base and using outdated Visualforce pages. This legacy system lacked the user-friendly features and flexibility needed to efficiently manage and update knowledge articles in Service Cloud. 

Additionally, their Experience Cloud community was still integrated with Salesforce Classic, creating inconsistencies and usability issues. With employees still working in Classic and lacking the internal development expertise to modernize their system, the company faced significant challenges in improving their customer support operations.

They needed a seamless migration to Lightning Knowledge in Service Cloud to enhance usability and streamline their support experience.

The Solution

Kelley Austin partnered with the company to migrate their knowledge base from Salesforce Classic to Lightning Knowledge, transforming the way their team creates, manages, and shares support content.

This transition eliminated the reliance on outdated Visualforce pages and introduced a modern, user-friendly framework that empowers employees to build and format articles with ease. By leveraging the capabilities of Lightning Knowledge, the company gained a scalable and efficient solution that enhances both internal workflows and customer self-service experiences.

Additional elements of the solution we provided include:

Lightning Knowledge Migration: Upgraded from Salesforce Classic’s Visualforce-based knowledge base to Lightning Knowledge in Service Cloud, introducing an intuitive, drag-and-drop article builder with enhanced formatting capabilities.

Experience Cloud Modernization: Updated 50+ custom components to ensure seamless alignment with Lightning, improving the usability and performance of their online support community.

Optimized Permissions & Page Layouts: Adjusted settings to enhance accessibility and efficiency for users interacting with the new system.

Customer Impact

The Salesforce enhancements provided by Kelley Austin positioned our client for future scalability and modernization. By migrating to Lightning Knowledge and updating their Experience Cloud components, our client achieved key improvements in their support operations, including:

Improved Usability: The Lightning article builder enabled a more efficient and intuitive content management process, reducing reliance on developers.

Modernized Community: The transition to Lightning ensured a seamless and visually cohesive experience for users accessing knowledge and support.

Enhanced Maintainability: The removal of outdated Visualforce pages reduced technical debt, making future enhancements easier to implement.

With Lightning Knowledge now in place, our client is better equipped to manage their support content efficiently. As they continue to refine their Salesforce environment, they have a strong foundation to further optimize their customer support operations and explore additional automation capabilities.