uStudio Launches VideoShare for Salesforce Knowledge
Business video platform provider uStudio has launched VideoShare for Salesforce Knowledge.
uStudio VideoShare helps support teams increase first call resolution using video to capture and share expertise and best practices in every customer service scenario. The solution leverages uStudio's integration with Salesforce Service Cloud, enabling agents to embed videos in Knowledge Articles and manage their cases through a unified interface.
With VideoShare for Salesforce Knowledge, expertise can be shared with colleagues and partners for cross training and with customers for education and service.
Support agents can create and manage their own video libraries within Salesforce, embed videos in Knowledge Articles to share with others, and search and view other articles they might need. They can also track video views and ratings and share reports on video efficacy. Predictive analytics can recommend the best videos for specific situations.
Customers can interact with videos in numerous ways, from downloading a technical document, checklist, or diagram, to inserting a marker/comment in a video at a particular time stamp, to clicking a button to close their cases.
Businesses can also use videos to cross-train service staff and partners with predictive algorithms built into Knowledge to serve up just-in-time expertise and measure the business impact of any video, learning which videos are the most helpful and who is making them.
Customers and partners can access videos in Articles directly if Salesforce Knowledge is enabled in the customer or partner portal.