Synacor Modernizes Knowledge Management with Salesforce & Agentic AI
The Challenge
Synacor’s Zimbra division supports a global base of enterprise and service provider customers using a knowledge ecosystem that had evolved over more than a decade. Critical support content was distributed across a public Wiki and multiple documentation sites, resulting in fragmented information, inconsistent structure, and limited discoverability.
Support agents spent significant time searching for accurate answers, and the organization lacked a governed, centralized system that could support AI-driven automation, intelligent search, or chatbot-based assistance. After implementing Salesforce Service Cloud, Synacor wanted to validate whether Salesforce could become the long-term platform for modern, scalable Knowledge Management.
The Solution
CoResolute partnered with Synacor to deliver a focused Proof of Concept (POC) designed to consolidate knowledge, improve agent efficiency, and establish a foundation for AI-enabled service operations.
The engagement centered on four key initiatives:
Migrating prioritized Zimbra knowledge content into Salesforce Knowledge
Structuring articles with consistent metadata, categorization, and versioning
Enabling Einstein-powered search and article recommendations within Service Cloud
Deploying an internal Agentic AI chatbot to surface knowledge through natural-language queries
The POC was intentionally scoped to move fast while validating architecture, usability, and business impact.
3000
The number of knowledge articles transferred into Data Cloud from legacy Wiki to support Agent workflows.
The Approach
Over a four-week period, CoResolute executed a rapid, outcome-driven implementation:
Migrated and normalized a representative set of Zimbra knowledge articles into Salesforce
Configured Knowledge categories, governance patterns, and lifecycle controls
Enabled Einstein Search and Recommendations to surface relevant content in real time
Built and tested an internal chatbot prototype integrated directly with Salesforce Knowledge
Validated workflows with live agents and captured feedback for future scaling
This approach allowed Synacor to test real-world usage without disrupting existing support operations.
The Results
The POC delivered immediate, measurable value:
Established Salesforce as a single source of truth for support knowledge
Significantly reduced time agents spent searching for answers
Validated Einstein-powered article recommendations for real support scenarios
Deployed an internal AI chatbot capable of retrieving and summarizing knowledge
Defined a clear roadmap to migrate 3,000+ additional articles into Salesforce
Most importantly, Synacor leadership gained confidence that Salesforce could support a long-term, AI-enabled service strategy.