Designed for · For service & support teams
Customer Support
Your agents are pasting Confluence URLs into Slack channels. Your tier-2 is rewriting answers your docs team already wrote. Discover CX gives support teams a single, trusted knowledge surface — wired into Salesforce, ServiceNow, and the case itself.
What changes
From the pain you know
to the outcome you wanted.
Pain
Tier-1 doesn't trust the knowledge base.
Outcome
One trusted source, everywhere agents work.
Product knowledge from Discover CDP flows directly into Salesforce Service Cloud, ServiceNow, and Zendesk. Same content the customer sees in the portal — surfaced inside the case, with the right version and product context already attached.
Salesforce · ServiceNow · Zendesk · native widgets
Pain
Agents type the same answer three hundred times a week.
Outcome
Drop-in answer snippets, owned by the docs team.
Approved knowledge blocks that agents can search, paste, and send — with version and source provenance preserved. Edits route back to the documentation team, not into a thousand canned responses.
Snippets · provenance · feedback loop
Pain
Customers find your doc, then file a case anyway.
Outcome
Self-service that actually deflects.
Federated search, personalized content, role-aware answers, embedded case forms with full topic context. When customers do file, the case lands with the topic, version, device, and identity attached — so tier-1 picks it up with context, not a vague subject line.
Deflection · contextual case capture · CRM sync
For your role
Capabilities that show up in the work.
Salesforce-native
Native widgets in Service Cloud + Experience Cloud. Bi-directional case sync. Knowledge served from Discover CDP, surfaced where agents and customers work.
ServiceNow + Zendesk
JSM, Confluence, Zendesk Guide — wired into your existing service stack. Same content, every surface.
Federated search
Across documentation, knowledge, files, community. Typo-tolerant, locale-aware, semantic-ranked.
Personalization
Role-, plan-, product-, locale-based content adapts to the customer or agent — no forcing them to filter.
Community + cases
Forums, Q&A, expert badges where the long tail lives. Cases filed inline with full topic and identity context.
Analytics + deflection
See what topics deflect cases, which queries fail, which content needs work. The portal feeds back to the docs team.
Where it lives
One platform.
Three products.
Discover CX is one platform — but you can start with the product that fits the work in front of you. The pieces that matter for customer support:
Other roles
The same platform, framed for the rest of your team.
For technical writers
Documentation Teams
Write once, ship everywhere — and reuse it the way you always meant to.
For technology leaders
CIOs & Heads of Knowledge
Make your product knowledge AI-ready before someone else does.
For service operations
Field Service
First-time-fix the hard ones — with answers technicians can find on the truck.
See Discover CX for customer support, on your content.
A solution architect walks the platform with your real work in mind — your team, your stack, your roadmap.