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. They can also be grouped into Data Category Groups.
What is Salesforce knowledge and how to use it?
With Salesforce Knowledge content, you can quickly build a knowledge base for your customers with ease. Experienced agents and subject matter experts can write articles, answer FAQs, etc. for common customer issues. The Salesforce Knowledge articles
What are allow ratings in Salesforce knowledge?
In a Salesforce community, the Allow Ratings is a setting on the Article Content component for the Article Detail page, which respects your community theme colors. 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.
What is Salesforce Lightning knowledge and why should you care?
As you probably know, Salesforce Lightning has “struck” almost everywhere, and Salesforce Knowledge is no exception. Lightning Knowledge is a major reworking of the Classic Knowledge features and is more than just a change in UI.
What is Salesforce Sales Cloud and its features?
What is Salesforce Sales Cloud and its features? Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts. Account and Contact Management. Opportunity Management and Score.
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What are the features of knowledge in Salesforce?
Main features of Salesforce Knowledge are:Content lifecycle management.APIs.Publication & translation approval.Knowledge One widget.Article rating system.Data categories for specific audience.Customization.Knowledge article tagging.More items...
What are 2 features of knowledge?
Several characteristics of knowledge have been described:Knowledge is contextual and it can be re-used.Benefits of knowledge obtained only if it is applied.The values of knowledge may change over time.Knowledge has to be renewed or maintained.It can be difficult to transfer, capture and distribute knowledge.More items...
What is knowledge in Salesforce?
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. 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.
What are knowledge actions in Salesforce?
Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing.
What are the types of knowledge?
The 7 Types of KnowledgeExplicit knowledge. Explicit knowledge can be documented, transmitted, and most importantly, learned by outsiders. ... Implicit knowledge. ... Tacit knowledge. ... Declarative knowledge. ... Procedural knowledge. ... A priori knowledge. ... A posteriori knowledge.
What are the key features of a knowledge management system?
To help you out, here are 6 features you should look for when choosing a KMS for your organization:Cloud storage. To properly implement a knowledge management system, you need a way to store data and documentation. ... Instant updates. ... Collaboration. ... Accessibility and ease of use. ... Integrations. ... Reporting.
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.
What is the difference between Salesforce knowledge and solutions?
Knowledge allows for article segmentation and categorization with data categories. With Solutions, you can't expose different Knowledge articles to your internal team than you do to your customers. Knowledge search and integration with cases is more advanced and leads to quicker case resolution.
What is Salesforce lightning knowledge?
Lightning Knowledge gives you a high-powered yet streamlined way to manage your knowledge base. With Lightning Knowledge, you get the benefits of standard objects that work like other objects in Salesforce.
How do I use data categories in Salesforce Knowledge?
If you want to use data categories with Answers, after creating your category group you must assign it from Setup by entering Data Category Assignments in the Quick Find box, then selecting Data Category Assignments under Answers. You can only assign one category group to an answers community.
What is Knowledge __ Kav?
Knowledge__kav. Provides access to the concrete object that represents a Knowledge article version. This object is available in API version 39.0 and later. By default, the prefix for this object name is Knowledge and that is the value shown in this reference.
How do I create Knowledge 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.
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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 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.
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!)
How are topics different from data categories?
Topics are different from Data Categories in that they don’t drive article access in any way and they are not hierarchical. They are primarily used to organize information within a knowledge base in a community. Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces.
Why add topics to articles?
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.
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.
Get the right answers to your customers and agents, faster
Help your customers help themselves, and help your agents work smarter with easy access to articles, FAQ, and the collective wisdom of the community.
Help customers help themselves
Customers can easily find their own answers through a library of knowledge articles and Q&A. You'll increase customer satisfaction, and decrease calls and emails to your support desk.
Maximize agent productivity
Agents can easily find, access, and deliver the right answers to customers. Agents can also contribute to the knowledge base to ensure that the best answers are always accessible to the whole team.
Key Points – What You Need to Know
Content Management
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…
Knowledge Features
- Ratings
One feature of Salesforce Knowledge is the ability to let your users rate the content. In Classic Knowledge this was always a 1-5 star rating, but in Lightning Knowledge it’s a simpler thumbs-up or thumbs down rating system. (When migrating, 3,4,5 stars are converted to thumbs-up and 1,2 … - Data Categories
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. They can also be grouped into D…
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…