When Salesforce challenged us to reinvent our help portal in just five days, we didn’t just redesign a UI—we reimagined how AI could transform customer support. Here’s how we turned Salesforce Help into an intuitive, agent-driven experience—and the key mindset shifts that made it possible.

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The Challenge: A Help Portal at Scale

Salesforce Help serves 60 million annual visitors across 750,000+ articles in 18 languages. Yet, despite this vast knowledge base:

• Abandonment rates were high
• Over 2 million cases escalated to human agents yearly

Our mission? Reduce friction, boost self-service, and make help feel human—fast.

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From Static Portal to AI-Powered Guide: 5 Key Shifts

1. From Navigation to Conversation

Old Approach:

• Users faced complex menus, search bars, and resource hubs.
• Finding answers required multiple clicks.

New Mindset:

• One simple prompt: “How can Agentforce help?”
• Conversational AI guides users naturally, reducing cognitive load.

Result: Faster resolutions, fewer drop-offs.

2. From Content Management to Knowledge Engineering

Old Approach:

• Manual content tagging, siloed data.
• Users hunted for answers.

New Mindset:

• AI structures & surfaces knowledge dynamically.
• Data Cloud harmonizes information for instant, accurate responses.

Result: Smarter self-service, fewer support tickets.

3. From Siloed Teams to Rapid Collaboration

Old Approach:

• Slow, department-driven workflows.

New Mindset:

• Autonomous, cross-functional squads (design, engineering, AI).
• Three tools only: Figma, Google Sheets, Slack.

Result: A full UI overhaul in 5 days.

4. From Rigid UI to Adaptive Engagement

Old Approach:

• Static pages, linear paths.

New Mindset:

• AI adapts to user needs in real time.
• Contextual suggestions keep interactions fluid.

Result: Feels like a helpful conversation, not a maze.

5. From Feature-Centric to Outcome-Driven

Old Approach:

• “More features = better.”

New Mindset:

• Strip away clutter. Focus only on what helps users solve problems.
• AI isn’t an add-on—it’s the core experience.

Result: Cleaner, faster, higher adoption.

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The Impact: A Blueprint for AI-Powered Help

• ✅ Lower abandonment rates
• ✅ Fewer support escalations
• ✅ Faster time-to-resolution

Watch the full story: Salesforce+ Video

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Your Turn: How Will You Rethink Support?

AI isn’t just about adding chatbots—it’s about redesigning experiences around how people actually seek help.

Ask yourself:

• Where is friction hiding in your portals?
• Could AI turn your help content into conversations?
• What can you remove to simplify?

Less is more. Clarity is king. And sometimes, a 5-day sprint can change everything.