2020 integration archive
Technical knowledge belongs in the support conversation.
A two-minute introduction from March 2020 explored bringing XDocs technical publications into the Salesforce experience. The original comparison below describes that campaign’s product context, not the capabilities of Salesforce today.
The 2020 announcement
Archive · Published 11 March 2020. This Salesforce comparison reflects the 2020 campaign, rather than current Salesforce search capabilities.
Watch the original two-minute campaign video (MP4)
Used everywhere, Salesforce is a very good platform. However, it falls short when it comes to searching for content. It does not search for content outside its own data store, ignoring your tech pubs content. You can add this content into Salesforce, but this is expensive. What are the options?
Editorial context · October 2026
Start with the customer’s question
The enduring question in this short campaign is where useful product knowledge lives and how a support user reaches it. A technical-publications team may organize information around a product, version, procedure, or assembly. A support team may begin with a customer’s symptom. A useful integration should help those two starting points meet without losing the context that makes an answer safe to use.
A practical integration review
| Check | What to test |
|---|---|
| Findability | Search for a real customer symptom, a product name, and a specialist term. Check whether the right technical topic appears. |
| Context | Open a result and confirm that its product, version, related procedures, and navigation remain clear. |
| Access | Test with the permissions of a real support user. A searchable title must not expose restricted material. |
| Freshness | Change an approved source topic in a test workflow, then check how the delivery experience reflects that change. |
How to use this archive
For a present-day project, document the Salesforce products and editions involved, the content repository, the proposed integration, and the access requirements before drawing a conclusion about available search or delivery options.
Archive source: Learn in 2 minutes why Salesforce alone is not enough, 11 March 2020.