As a trusted partner of Freshworks Inc., Metclouds Technologies successfully developed and integrated a cutting-edge Knowledge Management System (KMS) into several key Freshworks products—Freshdesk, Freshsales, and Freshservice. Our goal was to enhance the functionality of these platforms by embedding a powerful KMS that would empower support agents, sales teams, and service managers with instant access to a rich repository of information, resources, and solutions, directly within their respective Freshworks environments.

This integration aimed to streamline workflows, improve productivity, and deliver a seamless experience across different Freshworks products, ensuring that teams could access the right knowledge at the right time, all within the tools they were already using.

Key Objectives:

• Centralized Access to Knowledge: The primary objective was to provide a unified access point to the KMS across multiple Freshworks products. Whether agents were handling customer support tickets in Freshdesk, managing leads and sales processes in Freshsales, or providing IT services in Freshservice, they could all rely on a single, integrated knowledge base.
• Enhanced Efficiency: By integrating the KMS directly into the workflow of these products, agents, salespeople, and service managers could quickly retrieve and share relevant knowledge articles, reducing the time spent searching for information and enabling them to focus on delivering better service and customer engagement.
• Consistency Across Channels: Another key goal was to ensure that the knowledge base provided consistent and accurate information to all team members, regardless of whether they were working in Freshdesk, Freshsales, or Freshservice.

Key Features and Benefits:

• Freshdesk Integration:
  • The KMS was integrated directly into Freshdesk, allowing customer support agents to quickly search for and retrieve knowledge base articles when responding to support tickets. This real-time access to relevant solutions, FAQs, and troubleshooting guides enabled agents to provide faster and more consistent answers to customers, reducing resolution times and enhancing customer satisfaction.
  • The integration also allowed agents to easily share articles with customers during ticket conversations, helping to resolve common issues without needing to escalate the case.
• Freshsales Integration:
  • In Freshsales, the integration enabled sales teams to quickly pull up relevant product information, pricing details, and customer-related knowledge to support lead management, deal tracking, and customer interactions. This helped sales reps provide more accurate and informed responses to leads and prospects, enhancing the overall sales process and increasing the chances of conversion.
  • By accessing the KMS within Freshsales, sales teams were able to streamline their workflows, eliminating the need to switch between multiple systems or tools to find critical information.
• Freshservice Integration:
  • The integration within Freshservice enabled service teams, including IT support and operations staff, to access knowledge articles related to service management, system configurations, troubleshooting procedures, and standard operating procedures (SOPs). This reduced the time spent searching for internal documentation, increasing the efficiency of service delivery and ensuring that teams followed best practices when managing requests and incidents.
  • Service teams could also use the KMS to create and update knowledge base articles directly from within Freshservice, making it easier to keep the information up to date and relevant for future use.
• Customizable Knowledge Retrieval:
  • The integration provided users with a flexible search mechanism, allowing them to retrieve knowledge base articles based on keywords, categories, tags, and even past case data. This made it easier for teams to find exactly what they needed, even in large, complex knowledge bases.
  • The ability to access articles relevant to the context of the task—whether it’s customer support, sales, or service management—ensured that users received the most pertinent information for their role, enhancing overall productivity.
• Unified Experience Across Freshworks Products:
  • With the KMS embedded directly within Freshdesk, Freshsales, and Freshservice, users experienced a seamless, unified interface that allowed them to stay within their workflow, reducing the need to switch between multiple systems or applications. This integration ensured that knowledge was readily available at every stage of the customer journey, from pre-sale inquiries to ongoing customer support and IT service management.
  • The consistent access to the same knowledge base across different products also helped create a more cohesive experience for both internal teams and customers, as they could expect uniform information, whether interacting with support, sales, or service teams.

Technologies and Tools Used:

• Freshdesk API / Freshsales API / Freshservice API: Leveraged the APIs of these Freshworks products to build custom apps and ensure smooth integration with the KMS.
• Knowledge Management System (KMS): Integrated a third-party KMS, allowing users to pull up relevant articles from a centralized knowledge repository, ensuring consistency and accuracy.
• Authentication & Security Protocols: Implemented secure authentication protocols to ensure that only authorized users could access and update knowledge base articles, while maintaining data privacy and integrity.