Build Your Knowledge Base
- Learning Objectives. Add the Article Management and Knowledge tabs to a standard app. ...
- Add Knowledge Tabs to Your Service App. To access Salesforce Knowledge, think about tabs. ...
- Edit the Default Article Type. ...
- Create an Article. ...
- Publish an Article. ...
- Resources. ...
How to set up Salesforce knowledge?
Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal, part
How to be successful with Salesforce?
- Analyze what the needs of the users are, then design, test, and develop software that meets those needs
- Design Salesforce solutions and create effective project plans. ...
- Suggest new software upgrades for the customers’ existing apps, programs, and systems
What is so unique about Salesforce?
- If you have the budget to pay for the subscription, you are ready to use Salesforce. Why? ...
- You can use Salesforce with 1, 10, 100 or 10,000 Employees. It's completely up to you! Salesforce certainly does not impose any minimum user count.
- Salesforce integrates with some amazing software such as Yesware (The implementation took us around 5 minutes).
How to enable Salesforce Lightning knowledge?
How do I enable lightning knowledge in Salesforce?
- From Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
- If you're new to Knowledge, enable Knowledge by selecting Yes and clicking Enable Salesforce Knowledge.
- Click OK to continue.
- On the Knowledge Settings page, click Edit.
- Select Enable Lightning Knowledge.
- Click Save.
How do I create a knowledge base in Salesforce?
Set Up Knowledge with a Guided FlowFrom the Setup menu ( ... To open the Lightning Knowledge Setup flow, click the Knowledge Setup tile.Click Start.In the search box, enter a Lightning Knowledge Author. ... Select the author and click Next. ... Enter your data group and data categories and click Next. ... Click Finish.
How do you build a knowledge base?
7 Steps To Create A Knowledge BaseStep 1: Conduct research to determine knowledge base need. Understanding the utility of a knowledge base is one thing. ... Step 2: Determine type of knowledge base. ... Step 3: Develop knowledge base structure. ... Step 4: Establish SMEs to create content. ... Step 5: Write knowledge resources.
What is Salesforce knowledge base?
Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.
How do I create a new knowledge article in Salesforce?
Create Article TypesFrom Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.Click New Article Type or edit an existing article type.Enter the information for the following fields: ... Click Save.In the Fields section of the Article Type definition, click New.More items...
How do I create a knowledge base app?
0:009:55Creating A Knowledge Base App / Part 1 of 5 / Overview - YouTubeYouTubeStart of suggested clipEnd of suggested clipNow let's go ahead and look at the live example of the application we're going to build in thisMoreNow let's go ahead and look at the live example of the application we're going to build in this course.
What should be included in a knowledge base?
The knowledge base may include FAQs, manuals, troubleshooting guides, runbooks, and other information your team may want or need to know. Many knowledge bases are structured around artificial intelligence that can interact and respond to user input. Others are simply indexed encyclopedias.
What is the purpose of knowledge base?
What is a knowledge base? A knowledge base is a published collection of documentation that includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. It's designed to make it easy for people to find solutions to their problems without having to ask for help.
Is Salesforce knowledge a CMS?
Salesforce Content Management is a hybrid CMS, meaning it has a user-friendly front-end to help marketers create content and extend it to any Salesforce touchpoint – such as a commerce site, marketing email, or experience portal.
What are two features of knowledge Salesforce?
One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups. These are two major functions — article organization and article access. Data Categories allow you to organize your article content in a hierarchical way.
How do you set up a knowledge article?
First, you have to enable topics for the Knowledge Object.Click the setup gear. and select Setup. Note: Ensure you select Setup and not Service Setup.Enter Topics for Objects in Quick Find, then select Topics for Objects.Under Object, select Knowledge.Click Enable Topics.Check Text and Title.Click Save.
How do you set up lightning knowledge?
Enable Lightning KnowledgeFrom Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge. Note To enable Lightning Knowledge, you must have one article type. ... Enable any other Knowledge settings that you want.Click Save.
How do I find the knowledge base in Salesforce?
12:0534:38Knowledge Base in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipBox we need to publish them. So how to publish it will go back to knowledge tab either you can clickMoreBox we need to publish them. So how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge.
Step 1: Conduct Thorough, Cross-Functional Research
A knowledge base requires rigorous structure and planning. Otherwise, nobody will be able to access the precise information they need in the moments they need it most.
Step 2: Define Your Minimum Viable Product (MVP)
You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Entrepreneur and author of The Lean Startup Eric Ries came up with the term back in 2009 to describe the concept of a prototype that accomplishes two goals:
Step 3: Determine Your Taxonomy and Content Plan
At this stage, many support teams will want to jump into “execution” mode and start launching new tech. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term.
Step 4: Outline Your Technology Plan
Every step you’ve taken has led you to this point. By now, you have a comprehensive list of features and solution requirements. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers.
Step 5: Build Out the Right Analytic Capabilities
Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. How do you keep everything in control?
Step 6: Focus on Continuous Improvement
An alternate way to describe this step: Focus on two-way communication. Examine how your customers are using your company’s knowledge base.
Final Thoughts
The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritise your most impactful decisions, and ensure that your knowledge base grows with your organisation. Keep things simple, and tackle real challenges for your customers.
Step 1: Conduct Thorough, Cross-Functional Research
A knowledge base requires rigorous structure and planning. Otherwise, nobody will be able to access the precise information they need in the moments they need it most.
Step 2: Define Your Minimum Viable Product (MVP)
You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Entrepreneur and author of The Lean Startup Eric Ries came up with the term back in 2009 to describe the concept of a prototype that accomplishes two goals:
Step 3: Determine Your Taxonomy and Content Plan
At this stage, many support teams will want to jump into “execution” mode and start launching new tech. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term.
Step 4: Outline Your Technology Plan
Every step you’ve taken has led you to this point. By now, you have a comprehensive list of features and solution requirements. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers.
Step 5: Build Out the Right Analytic Capabilities
Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. How do you keep everything in control?
Step 6: Focus on Continuous Improvement
An alternate way to describe this step: Focus on two-way communication. Examine how your customers are using your company’s knowledge base.
Final Thoughts
The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritize your most impactful decisions, and ensure that your knowledge base grows with your organization. Keep things simple, and tackle real challenges for your customers.
What is Salesforce Knowledge Base?
Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base ( KB) inside of Salesforce to service your internal agents, partners and customers. A Knowledge Base is simply a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers ...
What is Lightning Knowledge?
The Lightning Knowledge data model is very different from the Classic Knowledge data model, so the access is also fairly different . In Lightning Knowledge, all articles are on a single Salesforce object called Knowledge (Knowledge__kav) by default (you can actually rename if you want, not just relabel!)
What is the knowledge lifecycle?
The Knowledge Lifecycle is cyclical and stresses continuous improvements to content. To support the Knowledge Lifecycle, Lightning Knowledge has version control, which is a new feature from the Classic model.
Can you approve articles in Salesforce?
As with most Salesforce objects, you can create an approval process for articles. This is invaluable for controlling what content is published, especially if you have a public knowledge base and need to screen content for customer-facing articles.
Count and Assign Licenses
Maria gets ready to purchase licenses for Lightning Knowledge. First, she has to figure out who needs them. Everyone including the office dog, Sunny? She researches further. It looks like Sunny and most of the agents don’t need licenses right away, because they read articles. They don’t create them.
Enable Knowledge
Maria needs to enable Knowledge for Ursa Major so she and Ada can start turning their plans into reality. She knows that once Knowledge is enabled, she can’t turn it off later. She gets to work.
Go with the Flow
Maria discovers that she can use the Knowledge Setup Flow to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. She wishes she’d found out about this easy time-saving tool before she enabled Knowledge and assigned a license to Ada.
Create Articles
Everything is set up and Ada’s ready to create her first article, a question from her FAQ. It’s the first of many, and she wants to make sure that she gets it right. Let’s follow Ada as she creates her first article.
What Is Salesforce Experience Cloud, And How Can It Help You?
An organization disseminates descriptive content about its goods, non-physical products, and public relations through different channels.
Why Creating An Efficient Community Knowledge Base Is Important
An efficient, informational base helps members of an organization with their prospects to get maximum data within a short time.
How Can Advanced Communities Knowledge Base App Help You?
A knowledge directory is crucial for the progressive community in any institution. The Salesforce knowledge management tool by Advanced Communities helps the institution’s administration track the team’s preferences before availing of required services.
What Are The Key Features Of The AC Knowledge Management App?
The primary function entails passing information to the team and fostering interaction between its members. A good knowledge base should have these key attributes.
5 Best Practices For Building A Community Knowledge Base With Salesforce
For your Salesforce knowledge articles for community knowledge to be effective, stick to the following practices.
Wrapping Up
Salesforce knowledge management is essential for any organization to achieve smooth running and provide satisfactory services to its community.
Gather the Right Information for Knowledge
Maria realizes the importance of making a plan. Ursa Major is already pretty far along the path of excellent customer support using Service Cloud. Its cases are structured so agents know where to go next to close cases fast. But she and Ada still have a lot to figure out.
Organize Information for Knowledge
Maria has a great deal of information, but not all of it is relevant to every support agent. She must figure out a logical way to organize it. The first step is to organize the information into data groups.
Determine Who Does What for Knowledge
Maria determines what to do to allow internal users to view articles. Good news! All internal users can view knowledge articles by default. So, Maria doesn’t have to do anything to make that happen.
Quiz
1 What should you do to ensure that the best articles are suggested as agents solve cases?
