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 higher education should know about Salesforce?
- Community Cloud
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What is Salesforce and how does it work?
The Top 7 Benefits of Salesforce
- Better Time Management. Time management is a huge benefit of Salesforce and one of the best ways to allow a business to grow and thrive.
- Ultimate Accessibility. Since Salesforce is cloud software, it’s accessible anywhere and everywhere you have access to the Internet.
- Increased Revenue. ...
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How to be successful with Salesforce?
- Analyze what the needs of the users are, then design, test, and develop software that meets those needs
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What is Salesforce knowledge used for?
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 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 user in Salesforce?
Tip Lightning Knowledge uses user profile permissions or permissions sets to give agents access to authoring actions. In contrast, Knowledge in Salesforce Classic uses public groups and article actions. Some licenses, like the Knowledge Only User license, require the AllowViewKnowledge permission on the user's profile.
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 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.
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.
What is a knowledge user?
At CIHR, a knowledge user is defined as an individual who is likely to be able to use research results to make informed decisions about health policies, programs and/or practices.
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 you deploy knowledge in Salesforce?
In salesforce setup, Search and open Import article wizard....Choose Production and provide salesforce login credentials.Export articles based on the filter provided by the app.Export in Salesforce Article importer format.Once done, mail will be sent to the exported user. Download from the mail.
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 are the components of knowledge?
Kinds of knowledge componentsDomain knowledge. Facts, concepts, principles, rules, procedures, strategies.Prerequisite knowledge. Feature encoding knowledge (see examples in Algebra and Chinese radicals)Integrative knowledge. Schemas or procedures that connect other KCs.Metacognitive knowledge. ... Beliefs & interests.
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.
Knowledge Articles (Salesforce Knowledge)
Salesforce Knowledge lets us create and manage our company information and securely share it when and where it is needed. Salesforce Knowledge base is built from knowledge articles, which are documents of information.
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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 are the benefits of Salesforce Knowledge?
The main benefits of Salesforce Knowledge are the capacity to create an internal knowledge base with ease, the self-service functionality, improved productivity and complete control over the content. Here are more details: Internal Knowledge Base.
Can a customer service agent share content with their knowledge base?
Since the cloud-based knowledge repository can be embedded right into a business’s system, customer service agents will be able to find the right answer to customer queries in a matter of seconds and deliver excellent assistance. Agents can also share content with their knowledge base.
Can agents share knowledge?
Agents can also share content with their knowledge base. Also, the platform lets you share knowledge with any device or channel with just one click. Knowledge Base Control and Customization Capability. With Salesforce Knowledge, you can set up custom publication, reviews, and translation approval.
Importing Knowledge articles into salesforce? (Detailed explanation with screen shots)
If you are working with salesforce service cloud you might come across a situation that you need to load knowledge articles to salesforce.
Here are five steps you can use to accomplish this
1. Create an HTML file: The HTML file will contain the content (Such as questions and answers) and the relative file path to any images you would like include in your Article.
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 content. To support the Knowledge Lifecycle, Ligh…
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 are unique to knowledge — Knowledge Actions. For example, Publish as …
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 stars are thumbs-down). These voting buttons … - 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 Data Category Groups. Let’s look at an example of h…
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 they don’t drive article access in any way and they are not hierarchical. The…
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 questions. Salesforce makes this even better by providing the …
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 development improvements. If you have a use case for development and Lig…
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 Master Lightning App Builder Lightning Champion Benjamin Bratcher shows yo…