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 are the uses of Salesforce knowledge articles?
- Data categories are used to indicate which contact center and business unit authored the article.
- Articles have drastically different types of content mixed together (e.g. FAQs, product manuals and install guides)
- Agents are not consistently completing all article fields.
Is Salesforce knowledge right for You?
With customer support teams feeling overwhelmed, Salesforce can help manage the high support volume and Knowledge is one of the methods. Exposing knowledge articles to your external and public users is a great way to deflect support cases from your service agents.
How do I get Salesforce Knowledge?
Enable Salesforce KnowledgeFrom Setup, in the Quick Find box, enter Knowledge , and then select Knowledge Settings.Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and click OK in the dialog box.To select your general settings, click Edit.More items...
What license is needed for Salesforce Knowledge?
The current licensing for the Knowledge Base requires that Standard SFDC users (Employees) must have a Knowledge User license provisioned to them to even view Knowledge Articles whereas portal users (both partner and customer) do not.
How do I find Salesforce Knowledge articles?
Required EditionsSelect Knowledge in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select Knowledge.Optionally, click Advanced Search at the bottom of the results list. ... Enter your search terms, up to 100 characters. ... To run the search, press Enter .
How do I find the knowledge base in Salesforce?
0:082:33How to Set Up Salesforce Knowledge - YouTubeYouTubeStart of suggested clipEnd of suggested clipStart by navigating to your service home page click on the gear icon in the top right hand corner.MoreStart by navigating to your service home page click on the gear icon in the top right hand corner. And pick service setup. Click view all in recommended setup. And scroll down to knowledge setup.
What are the different types of Salesforce licenses?
Salesforce offers these license types.Standard User Licenses.Chatter User Licenses.Experience Cloud User Licenses.Service Cloud Portal User Licenses.Sites and Site.com User Licenses.Authenticated Website User Licenses.
Does Salesforce have a read only license?
This license is an internal user license for employee communities. It's designed for users to access custom tabs, Salesforce Files, Chatter (people, groups, feeds), and an Experience Cloud site. Company Community users have read-only access to Salesforce Knowledge articles.
How do I make my Salesforce Knowledge public?
In Object manager -> Knowledge -> Page layouts -> choose the layout you use and add a field "Visible in Public KB" and during the article creatiion, you have to check it and it's done. Also, you can add a field "Visible to Customer" just for sure. So, your KB will be public without any issues. Have a nice day!
What is public knowledge base salesforce?
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.
What is Knowledge article in Salesforce?
Knowledge Articles (Salesforce Knowledge) Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions like, how much storage your product supports. Experienced service agents and internal writers write the articles.
Is knowledge available in Sales Cloud?
Required Editions. Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud.
How do you set up knowledge?
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 can you do with Salesforce knowledge?
Give your website visitors, clients, partners, and service agents the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it's needed.
What is Salesforce Knowledge?
Salesforce Knowledge is the knowledge base solution that is part of the Salesforce Service Cloud, a comprehensive package of components and modules that gives you a complete customer view and enables you to provide intelligent, fast, and personalized customer service.
Salesforce Knowledge Comparisons
Jenny Chang is a senior writer specializing in SaaS and B2B software solutions.
How to help customers get exactly what they need?
Help your customers get exactly what they need using a centralized knowledge base for all your agent and customer information. Use analytics to identify which knowledge articles are working, and to identify new articles that need to be created.
How to encourage customer self service?
Encourage customer self-service by embedding knowledge articles right into your website, portal, community, and native mobile app. Instantly answer customer questions by using chat bots — powered by artificial intelligence — to recommend articles.
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Can internal users read knowledge articles?
Create and manage a knowledge base with your company information, and securely share it when and where it’s needed. By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions.
Can you import knowledge articles into Salesforce?
Once you have implemented Salesforce Knowledge, you may also want to import articles rather than creating it manually in Salesforce. Importing knowledge articles is not as staightforward as importing records in standard/custom objects. But don’t worry.
What is Salesforce Knowledge?
Salesforce Knowledge is a part of the Salesforce Service Cloud and helps businesses build a knowledge base or knowledge management system consisting of articles, FAQs, and other helpful information. It also allows customers to answer questions from other community members and benefit from collective wisdom. With Salesforce Knowledge content, you ...
Why is Salesforce Knowledge important?
It is important to keep updating your articles. Salesforce Knowledge allows you to edit offline as well as live so you can go for both planned and unplanned updating of information.
Why use knowledge base?
Externally, you can use the knowledge base as a self-help portal for your customers to go learn more about your offerings and get information to troubleshoot issues they are experiencing. Internally, the knowledge base is useful in assisting your agents or field service executives to quickly resolve customer issues.
What is knowledge management permissions?
Salesforce Knowledge management permissions allow you to control access and give rights to employees in your company. All internal users by default get the ‘Read’ permission to the published articles. You can assign permissions to those authors who will publish, archive, delete, and manage articles.
How many customers find it difficult to even establish contact with the company?
According to a 2019 report by The Northridge Group, customers want an easy path to resolve their product and service issues and yet more than one-third of customers find it difficult to even establish contact with the company.
Why is it important to give feedback on articles?
Feedback is a great way to know how helpful your articles have been to the customers. This will help you create better quality and more helpful content. So, enable feedback on articles wherein readers can rate/vote on the articles, and monitor them regularly to assess the performance of your articles.
Is Salesforce Knowledge easy to use?
Companies that use Salesforce Knowledge have rated it high for user satisfaction and ease of use. It is easy to integrate if you’re already using Salesforce CRM, and you can centralize all your operations and data which further drives collaboration between various departments.
What is the most valuable thing a support agent has?
Value. Support agents are knowledge workers. The most valuable thing they have is what they know and how they communicate that knowledge to customers. Knowledge documented in an article is valuable for the entire organization. Asking agents to write or edit articles can seem like a drain on their time.
Why do agents use KCS?
Because they can rely on relevant, accurate, and recent shared knowledge in the knowledge base, agents can solve problems faster. Demand-driven.
Key Points – What You Need to Know
Content Management
- The Knowledge Lifecycle and Versioning
Giving your team access to provide feedback either via chatter comments, ratings, or (for super users/authors) directly editing drafts is critical to ensuring your knowledge base is polished for your customers. The Knowledge Lifecycleis cyclical and stresses continuous improvements to c…
Channels
- Once you have your articles published, you have several channels to share them with. These channels are like audiences for your content — Internal users, Partners, Customers, and the general Public.
Approval Processes
- 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. The approval processes for knowledge articles work more or less like any other, but there are special approval actions that a…
Topics
- Adding topics to articles lets you easily classify them based on content and provides easier searching within your knowledge base. Think of these like keywords. A single article can have a multitude of topics assigned depending on the content. (Just don’t over-assign topics because then searches could return irrelevant results). Topics are different from Data Categories in that t…
Case Deflection
- With customer support teams feeling overwhelmed, Salesforce can help manage the high support volume and Knowledge is one of the methods. Exposing knowledge articles to your external and public users is a great way to deflect support cases from your service agents. A robust knowledge base will empower your customers to self-service rather than flooding your case queue with que…
Using Apex with Knowledge
- One final important feature of Knowledge is that it can have Apex triggers and be accessed through Apex code. In fact, there are standard apex classes relating to knowledge management that can be called in Apex for publishing, archiving, searching, and more. In Classic Knowledge this was more restrictive, but the Lightning Knowledge data architecture change included these …
Keep Learning!
- Lightning Knowledge is just one facet of the Lightning. To learn more about the Lightning Experience you can check out some webinars and other blogs on the topic! Why Lightning? Why Now? Lightning Experience is the next generation of Salesforce. Take advantage of the new features in Lightning and learn why now is the right time for Salesforce Lightning. Become a Ma…