Salesforce Knowledge is a part of a comprehensive Service Cloud from Salesforce, which contains modules and components that provide users with a complete customer view and allows them to offer personalized, intelligent, and fast customer service.
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
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What are two capabilities of knowledge in Salesforce?
You can use Knowledge in both Salesforce Classic and Lightning Experience. Orgs new to Knowledge use Lightning Knowledge, which is generally available. If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge.
What is a Salesforce knowledge?
Salesforce Knowledge is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles.
What is true about Salesforce knowledge?
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 is the primary purpose of Salesforce knowledge?
Salesforce Knowledge gives you the ability to build a Knowledge Base for storing and managing documentation to service your internal agents, website visitors, partners, and customers.
What are the two 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...
Does Salesforce Com have knowledge management capabilities?
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.
What is knowledge management in Salesforce?
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 two benefits of using data categories with Salesforce knowledge?
Correct: Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find. C. ARTICLE ACCESS CAN BE CONTROLLED. Correct: Data Categories with Salesforce Knowledge allows controlled article access.
How does Salesforce knowledge search work?
Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results. When searching articles from a case, by default, only the case title is used in the search.
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 a knowledge base Salesforce quizlet?
What is a knowledge base? A single repository for storing helpful organizational information.
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.
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