Salesforce Experiences — DiscoverCX solution

DiscoverCX integrates with Salesforce Service Cloud and Experience Cloud — bi-directional Knowledge sync, KCS-driven feedback loops, and the Sidecar branded documentation hub.

Canonical URL: https://discovercx.com/solutions/salesforce Last updated: 2026-06-04

Audience: Salesforce admins, customer success ops, support enablement

Deliver intelligent content directly into Salesforce Experiences and Knowledge. Seamlessly connect to any record or object in your customer portal.

Outcomes

Connect service and ticketing in your customer portal
Bi-directional Knowledge sync between DiscoverCX and Salesforce
KCS feedback loop — auto-generate knowledge articles from support cases
Ticket deflection through contextual self-service product answers

Features

Sidecar deployment

A branded documentation hub that connects with your Salesforce service portal — your content, your brand, native experience.

Service & ticketing

Salesforce Service ticketing and case management integrated into your DiscoverCX customer portal.

Bi-directional Knowledge sync

Knowledge articles flow both ways between DiscoverCX and Salesforce Knowledge — one source of truth, two surfaces.

KCS-driven content

Knowledge Centered Service feedback loop — generate knowledge articles directly from support cases as patterns emerge.

Ticket deflection

Surface contextual self-service product answers in the support flow to reduce ticket volume.

Experience Cloud delivery

Deploy structured content into Salesforce Experience Cloud sites with full personalization and locale support.

DiscoverCX includes a native Salesforce connector with bi-directional Knowledge sync, KCS-driven article generation, and integration with Service Cloud ticketing. The Sidecar deployment option provides a branded documentation hub embedded in your Salesforce service portal.

What is the Sidecar deployment?

Sidecar is a DiscoverCX deployment option — a branded documentation hub that lives alongside your Salesforce service portal. Your customers get the rich content experience of DiscoverCX while staying inside your Salesforce-driven brand.

What's KCS and how do you support it?

Knowledge Centered Service — a methodology where knowledge content is created and maintained as a by-product of solving customer issues. DiscoverCX supports the KCS feedback loop by automating knowledge article generation from support cases and syncing back into Salesforce Knowledge.

Can DiscoverCX deflect tickets?

Yes. The portal surfaces contextual product answers in the support flow, so customers can resolve issues themselves before opening a case. Ticket deflection is a core capability of Discover Portal.