Salesforce offers a cloud platform called Communities, which is essentially an adaptable tool to build internal and external networks, and in our case, a knowledge base connected to your Salesforce data (built on the platform itself). Using their community builder, we were quickly able to put together a small external website where customers could take advantage of available knowledge articles. Using the community site, the customer could search for how-to instructions, common topics about specific products, or frequently asked questions.
Customers also have the ability to like and dislike posts, which allows the community to determine how posts should be aggregated based on how useful the articles are. In the event the community website could not answer their questions, a contact web form and live agent chat tool were available on the same page, so that a customer could quickly contact support through their preferred channel. While the community website may not help solve every problem, a well-maintained source of self-service is a great way to divert support intake to begin with.