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
What is Salesforce knowledge base?
The Ultimate Guide to Setting Up Salesforce Knowledge
- Key Points – What you need to know. Before we dive into the fun features of Lightning Knowledge, let’s knock out a few housekeeping items first that you’ll need to ...
- Content Management. ...
- Channels. ...
- Approval Processes. ...
- Knowledge Features. ...
- Topics. ...
- Case Deflection. ...
- Using Apex with Knowledge. ...
- Keep Learning! ...
What are Salesforce credentials?
- Senior Level
- 4-5 years (implementing complex security models in Salesforce) + 2-3 years (Salesforce experience)
- No Prerequisites
- 400
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.
What is the purpose of 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 knowledge component in Salesforce?
The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support agents can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles.
What is knowledge object in Salesforce?
The Knowledge object model is slightly different than other feature areas in that we expose a set of abstract Salesforce objects that are not directly used when you create articles. These abstract objects then contain concrete derivations that you'll actually use when creating articles.
What is knowledge base permissions in Salesforce?
User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles....Required Editions and User Permissions.User Permissions NeededTo assign Knowledge permissions:Customize Application AND Manage Salesforce Knowledge1 more row
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.
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 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.
What is a knowledge object?
A knowledge object is a precise way to describe the subject matter content or knowledge to be taught. A knowledge object is a framework for identifying necessary knowledge components. A knowledge object. is a way to organize a data base (knowledge base) of content resources (text, audio, video, and graphics) so.
Where is knowledge in Salesforce lightning?
Lightning Knowledge Author To access Knowledge, you need permissions on your user record. From Service Setup, click the Home tab. Click View All and then search for and select Knowledge Setup.
What is Flow user in Salesforce?
The running user of a flow is the user that launched the flow. The running user determines what a flow that runs in user context can do with Salesforce data.
What are data categories in Salesforce?
Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.
What is lightning knowledge in Salesforce?
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.
Keywords – how does the knowledge base work?
To put it simply, the knowledge base is a collection of articles. Sometimes it’s called the FAQ section because it also includes answers to the most frequently asked questions about the company’s offer, its products or services, and after-sales services.
Knowledge base – for employees, but also customers
The internal use – educating consultants and supporting them in quick and more efficient ways of resolution requests is the first possibility of using the knowledge base. But not the only one because there’s an option of sharing it with the external users outside an organization. And there are two methods to do that.
How is the knowledge base created?
We already know what the knowledge base consists of, how it works, what it is used for. There’s only one last question left: how is it created? From the technical perspective, the knowledge base component (understood as a template to build one) is provided with the Salesforce license.
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!)
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.
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.
Deliver consistent answers
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.
Maximize agent productivity
Quickly deliver the right answers to customers by adding your knowledge base to your agent workspace. Automatically suggest the best articles for every conversation, then make it easy for agents to preview and share them over any channel with one click.
Help customers help themselves, fast
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.
Streamline your knowledge-management process
Apply industry best practices and ensure the accuracy of articles with our KCSv6 verified knowledge-management and incident-management solution.
Knowledge Base Software and Knowledge Management by Service Cloud
Whether for customer self-service or to enable agents to find the right answer faster, knowledge management is one of the best ways to provide excellent customer care. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community.
What is a knowledge base?
A comprehensive knowledge base empowers customers to find the information they need quickly. It may include frequently asked questions (FAQs), user forums, a glossary, troubleshooting, how-tos, articles, case studies, and even cover common issues and offer step-by-step guidance. And since customers help themselves, agents are able to devote their time to more complex issues rather than repeat issues.
Why is knowledge base important for self service?
Building a knowledge base for customer self-service is a smart investment. Besides satisfying customers and ramping up efficiencies for your company , your knowledge base also attracts new visitors to your site. Impress them with your content to build relationships and revenue.
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 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.
Knowledge Base and Customer Base – They’Re Two Different Bases!
Keywords – How Does The Knowledge Base Work?
- To put it simply, the knowledge base is a collection of articles. Sometimes it’s called the FAQ section because it also includes answers to the most frequently asked questions about the company’s offer, its products or services, and after-sales services. How to find a specific article? By using keywords – I chose the ones from the subject and the b...
Knowledge Base – For Employees, But Also Customers
- The internal use – educating consultants and supporting them in quick and more efficient ways of resolution requests is the first possibility of using the knowledge base. But not the only one because there’s an option of sharing it with the external users outside an organization. And there are two methods to do that. The first is to send customers selected content as a part of the service. Let’s assume that in the above-mentioned situation, I e…
How Is The Knowledge Base created?
- We already know what the knowledge base consists of, how it works, what it is used for. There’s only one last question left: how is it created? From the technical perspective, the knowledge base component (understood as a template to build one) is provided with the Salesforce license. Creating and completing the base is the matter of assigning creator permissions to particular persons in the company. In practice, one or few people are responsib…
Key Points – What You Need to Know
Content Management
Channels
Approval Processes
Knowledge Features
Topics
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 flood...
Using Apex with Knowledge
Keep Learning!