Splunk

Solving Complex Challenges with Creative Innovation 

Lantern helps solve the industry-wide challenge of "static knowledge" in software documentation settings - where documentation is often heavily siloed, difficult to navigate, and disconnected from the user’s actual goals. We’ve addressed these challenges through several innovations: 

• Crowdsourced Expertise Model: Lantern has implemented a scalable model of 140+ internal and partner contributors. This turns siloed field knowledge into a democratized, free resource, ensuring that the most current "tips and tricks" from the field are available to all customers regardless of their service tier.  

• Interactive Learning with H5P: Lantern integrated H5P interactivity in July 2024. This complements the built-in functionality of the Expert platform to host immersive learning experiences, including branching scenarios and interactive timelines, which help to improve engagement and information retention.  

• Personalization via IS4S App Integration: Lantern’s content powers the Insight Suite for Splunk (IS4S) app. This integration uses a user’s specific deployment data to serve personalized, prescriptive help directly within the product UI, ensuring the right knowledge reaches the right user at the right time.  

• Federated Search: To solve the challenge of fragmented information across multiple Splunk repositories, we launched a Federated Search capability. This allows users to query all Splunk knowledge bases from a single interface, drastically reducing the "time to answer."  

• Actionable Guidance: The content framework on Lantern is used by various customer success and partner groups to connect their customers to step-by-step content that they can implement to achieve their key use cases. This brings use cases out of the theoretical realm of the sales cycle and into the practical world of post-sales, helping ensure annual software renewals. 

Benchmarking Mastery & Industry Inspiration  

Our innovative approach has set a new standard for our industry peers, evidenced by both internal audits and external accolades: 

• Silver Stevie Award: Lantern was recently recognized with a 2026 Silver Stevie Award for Best Use of Thought Leadership in Customer Service, validating our unique approach to knowledge sharing.  

• Platform Benchmarking: Benchmarking data from CXOne ranks Lantern #1 out of 5 similar peer organizations for page refresh and session metrics, and #2 for total contribution events, demonstrating an exceptionally high level of user and contributor engagement.  

• Content Quality Leadership: In a 2024 independent audit of 10 Splunk knowledge sites, Lantern ranked #1 in seven key measures of content quality, including governance, taxonomy application, SEO, and findability. 

Outstanding Results & Measurable Impact  

The strategic and creative management of the Lantern platform has led to significant, measurable growth in the last year: 

• Search Engine Mastery: Our focus on high-quality, innovative content resulted in a 118% increase in Google Top 10 keywords (from 285 to 521) and a 320% increase in appearances in Google’s AI Overviews quarter-on-quarter.  

• Frictionless Navigation: A data-driven UI redesign in Q1 resulted in a 17% increase in content views and a 34% decrease in navigational page views, proving that our innovations are helping customers bypass "searching" and move straight to "doing."  

• Operational Efficiency: Lantern continues to drive significant ticket deflection, with the most recent measurements showing a reduction of approximately 100 support tickets per quarter. 

By combining cutting-edge technology with a community-driven content strategy, Splunk Lantern exemplifies mastery of knowledge management innovation. We don't just store information - we creatively apply the Expert platform to transform collective expertise into actionable success for a diverse global customer base.

Team

• Jennifer Swallow: Senior Technical​ Content Manager

• Kaye Chapman: Senior Lantern Content Specialist