Salesforce Knowledge Alternative
Tired of Fighting With Salesforce Knowledge?
You don't need a $50/user/month tool that requires a dedicated admin just to publish help articles. There's a better way.
The Salesforce Knowledge Problem
Salesforce Knowledge seems like the obvious choice if you're already in the Salesforce ecosystem. It's right there in Service Cloud, it integrates with your cases, and Salesforce promises a unified experience.
But after implementation, most teams discover the reality is far different from the promise. The tool that was supposed to reduce support tickets often creates more problems than it solves.
Expensive Licensing
Salesforce Knowledge requires Service Cloud, and read-write licenses start at $50/user/month—often higher. For a team of 10 support agents, that's $6,000/year just for the knowledge base, on top of your existing Salesforce costs.
Clunky Interface
The most common complaint about Salesforce Knowledge is its unintuitive user experience. Creating and editing articles feels like wrestling with a system designed by engineers, not content creators.
Search That Doesn't Work
Salesforce's search is notoriously finicky. Users must know exactly how to phrase queries, understand how quotation marks affect results, and navigate through too many or zero results. If customers can't find answers, they open tickets.
Requires Salesforce Expertise
Someone on your team needs to become a Salesforce expert just to manage your knowledge base. That's time and money spent on tool administration instead of helping customers.
The Real Cost of Salesforce Knowledge
When you add up licensing, administration, and the hidden costs of poor usability, Salesforce Knowledge becomes one of the most expensive knowledge base options available.
Annual Cost Comparison (10-Person Team)
What You Actually Need From a Knowledge Base
Strip away the enterprise complexity, and what does a support team actually need? Content that customers can find, understand, and use to solve their problems without opening a ticket.
The problem is that traditional knowledge bases—including Salesforce Knowledge—present information as static articles. Users skim, miss critical steps, get confused, and contact support anyway. The format itself is broken.
Easy content creation
Anyone on your team should be able to create and update help content without specialized training or Salesforce expertise.
Content people actually consume
What good is documentation if customers don't read it? You need a format that guides users through each step, not walls of text they'll skim past.
Analytics that matter
Go beyond pageviews. See which steps confuse users, where they drop off, and what content actually resolves issues.
Flexibility to embed anywhere
Your help content should live where your customers are—your website, app, Salesforce Community, or anywhere else.
The Salesforce Knowledge Alternative: Interactive Guides
Instead of fighting with Salesforce Knowledge to publish static articles that customers won't read, consider a fundamentally different approach: interactive step-by-step guides.
With Stepsies, you create guides that walk customers through each step one at a time. They can't skip ahead, so they actually absorb each instruction. You get analytics showing exactly where confusion happens. And it costs a fraction of Salesforce Knowledge.
| Feature | Salesforce Knowledge | Stepsies |
|---|---|---|
| Setup time | Weeks to months | Minutes |
| Content format | Static articles | Interactive step-by-step |
| Requires Salesforce license | Yes (Service Cloud) | No |
| Admin expertise needed | Salesforce certified | None |
| Completion tracking | Basic pageviews | Step-by-step analytics |
| Embed anywhere | Limited | Yes, including Salesforce |
| Starting price | $50/user/month | Free plan available |
Still Using Salesforce? Stepsies Works Alongside It
You don't have to abandon Salesforce to use Stepsies. Many teams use both—Salesforce for CRM and case management, Stepsies for customer-facing help content.
Embed in Experience Cloud
Add interactive guides directly to your Salesforce community or customer portal.
Link from Cases
Support agents can share guide links directly in case responses for faster resolution.
Track Deflection
Measure how many support tickets you're avoiding with guide completion data.
Migrating From Salesforce Knowledge
Switching doesn't have to be painful. Most teams start by converting their highest-traffic articles into interactive guides, then gradually migrate more content as they see results.
Identify your top 10 articles
Look at your most-viewed Salesforce Knowledge articles, especially those that still generate support tickets. These are your best candidates for conversion.
Convert to interactive guides
Use Stepsies' AI import feature to automatically convert your existing articles into step-by-step guides. Fine-tune each step for clarity.
Embed and measure
Add guides to your website or Salesforce community. Track completion rates and support ticket deflection. Compare against your old Salesforce Knowledge metrics.
Scale what works
Once you see results, migrate more content. Most teams fully transition within a few weeks, keeping Salesforce for CRM while using Stepsies for help content.
Frequently Asked Questions
Can I use Stepsies if I still need Salesforce for other things?
Absolutely. Most of our customers use Salesforce for CRM and case management while using Stepsies for customer-facing help content. The two work great together.
How do I embed guides in Salesforce Experience Cloud?
Stepsies provides embed codes that work in any HTML context, including Salesforce Experience Cloud pages. Just paste the code into a custom component.
Can I import my existing Salesforce Knowledge articles?
Yes. You can copy article content directly or use our AI import feature to convert web pages and documents into interactive guides automatically.
What if I have hundreds of articles?
Start with your highest-impact content. Most teams find that 20% of their articles handle 80% of traffic. Convert those first, measure results, then expand.
Is there really a free plan?
Yes. Our free plan includes unlimited guides with core features. You can try Stepsies without any commitment and upgrade when you need advanced features.
Stop paying Salesforce prices for a knowledge base nobody reads
Create your first interactive guide in minutes. See why teams are switching from Salesforce Knowledge to something that actually works.
No credit card required. No Salesforce license needed.