Enabling Sales and Support with Enterprise Search

Overview

Partnered with Splunk’s  CRO to design and implement enterprise search solutions that improved access to sales, support, and marketing knowledge across internal and public‑facing environments. The engagement focused on enabling sales and service teams to quickly locate relevant content directly within the systems they used every day, including Salesforce.

Rather than treating search as a standalone utility, the solution embedded search into business workflows, allowing Splunk teams to find answers, documentation, and enablement materials without leaving their primary applications.

The Challenge

Splunk’s sales, marketing, and support organizations relied on content distributed across multiple systems, including collaboration tools, knowledge bases, and internal portals. Finding the right information at the right time required searching multiple sources, often leading to wasted time, duplicated effort, and inconsistent customer interactions.

Key challenges included improving access to sales and support content, integrating search directly into Salesforce, supporting multiple search use cases with a single platform, maintaining secure access to internal knowledge, and delivering a consistent user experience across environments.

Solution

Led the implemented enterprise search solutions using Google Search Appliance technology, configured to support multiple Splunk use cases including internal sales enablement and public‑facing content search.

Embedded Search within Salesforce

Search was integrated directly into Salesforce using an embedded interface, allowing users to pre‑filter content collections and view results without leaving the CRM. This reduced context switching and improved adoption among sales teams.

Multi‑Source Content Integration

The solution indexed content from multiple enterprise systems using dedicated connectors, ensuring that sales, marketing, and support teams could search across all relevant knowledge sources from a single entry point.

Security and Access Control

Search results respected existing access controls, ensuring users only saw content they were authorized to view. This was critical for separating internal‑only materials from public or partner‑facing content.

User Experience and Result Presentation

Custom result templates and visual indicators were implemented to clearly differentiate document types such as presentations, PDFs, videos, and web content, improving scan‑ability and usability.

Phased Delivery and Handoff

The engagement was delivered through structured phases including design, configuration, deployment, and handoff. Documentation and knowledge transfer enabled Splunk teams to operate and extend the solution after delivery.

Ongoing Supported

Delivered By Embedding within IT using ServiceNow to manage and facilitate tickets.

Technologies Used

• Google Search Appliance
• Custom Enterprise search connectors
• Salesforce integration
• SAML - Secure search and access control

Results

• Improved access to sales and support knowledge
• Reduced time spent searching for enablement materials
• Embedded search directly into Salesforce workflows
• Unified multiple content sources into a single search experience
• Delivered a scalable foundation for future search modernization