Table of Contents
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 are knowledge management permissions in Salesforce?
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 Salesforce knowledge management can help manage high support volume?
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.
What is the difference between Salesforce knowledge and lightning knowledge?
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).
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 is 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 capability of Salesforce Knowledge?
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 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 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 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.
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.
What is Salesforce knowledge article?
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 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…
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.
Is Salesforce a knowledge management system?
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 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!)
What is Apex class?
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.
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.
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.
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.
Key Points – What You Need to Know
Content Management
Channels
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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
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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
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See more on salesforceben.com
Case Deflection
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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
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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!
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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…