Help Centre
Help customers find trusted answers without contacting support.
We design Salesforce Experience Cloud help centres that make Knowledge easier to find and use, with the option to connect support processes and add Agentforce where it improves the experience.
Projects from £5,000
Is a Help Centre right for you?
A better way to handle the questions customers ask again and again.
A Help Centre works best when customers need straightforward answers or guidance that they should be able to find without contacting your support team.
Your support team handles repetitive questions
Customers regularly contact you for answers that could be provided through clear, trusted self-service content.
Useful knowledge exists, but customers struggle to find it
Information may already exist across documents, systems or teams, but it is difficult for customers to navigate and use.
You want customers to resolve more issues themselves
You want to improve self-service while still giving customers a clear route to support when they need it.
What we can build
Everything customers need to find answers and get the right help.
A Help Centre can start with trusted self-service content and extend into guided support processes, Salesforce data and intelligent assistance where useful.
Knowledge and discovery
Bring Salesforce Knowledge, clear navigation, topics and search together so customers can quickly find trusted answers.
Guided support
Add contact forms, case creation and guided processes that help customers take the next step when content alone is not enough.
Connected experiences
Connect Salesforce data, automation and other systems so customers can complete useful support processes within the experience.
Core → Connected → Intelligent
Start with self-service — and take it further where it adds value.
A Help Centre can begin with a strong self-service foundation, then connect to support processes and add intelligent assistance where it improves the customer experience.
Core
Build the self-service foundation.
Bring together Salesforce Knowledge, search, navigation and clear article experiences so customers can find trusted answers quickly.
Connected
Connect it to support.
Add case creation, contact forms, guided processes, Salesforce data and integrations so customers can move beyond simply reading content.
Intelligent
Add intelligent assistance.
Use Agentforce and Salesforce AI to answer grounded questions, guide customers and perform appropriate actions where useful.
Core, Connected and Intelligent are flexible capability levels, not fixed packages. We combine what makes sense for your users, processes and objectives.
What this could look like
Simple journeys that make self-service more useful.
A Help Centre can do more than publish articles. The experience can help customers find answers, guide them towards the right support and introduce intelligent assistance where it genuinely adds value.
Find the answer quickly
A customer searches for help with a common question and is guided to a clear, trusted Knowledge article with the steps they need.
Move smoothly into support
If self-service does not resolve the issue, the customer can move into a guided support process or create a case without having to start again.
Ask instead of search
Where useful, Agentforce can answer a customer’s question using trusted Knowledge, guide them through the next step and hand off to support when needed.
Why Oak Experience
Specialist delivery without the layers.
Clients work directly with the specialist responsible for shaping and delivering their Help Centre — from understanding the requirement and designing the experience through to technical implementation and launch.
End-to-end expertise
Experience Cloud delivery from initial requirements through implementation and launch.
Specialist focus
Focused specifically on Salesforce digital experiences.
Direct delivery
Work directly with the specialist shaping and building your solution.
Pricing
Help Centre projects start from £5,000.
The final investment depends on what your customers need to do, the Salesforce processes involved and the level of integration or intelligence required.
Self-service foundation
Knowledge structure, search, navigation and the core customer experience.
Connected support
Forms, case creation, guided processes, Salesforce data and integrations where required.
Intelligent assistance
Agentforce and Salesforce AI can be added where they provide useful customer or operational value.
Projects from
£5,000
We scope each Help Centre around your users, processes and objectives rather than forcing projects into fixed packages.
Salesforce licences, Agentforce consumption and other vendor charges are separate.
Related experiences
Not sure a Help Centre is the right fit?
The right Experience Cloud solution depends on what your users need to do. Explore the other experiences Oak Experience can build.
Customer Service Portal
For customers who need secure access to support, cases and ongoing service.
Customer Account Portal
For customers who need to manage account information and complete account-related processes online.
Partner Portal
For partners who need a secure place to access information, collaborate and manage channel processes.
Planning a Salesforce Help Centre?
Tell us what you’re looking to build or improve. We’ll discuss your requirements, the right approach and the likely scope and investment.