As Salesforce veterans, Sita and her team already use a tool called Suggested Articles. Suggested Articles is a Service Cloud feature that recommends knowledge articles to your agents. However, Suggested Articles is a keyword-based search that can’t learn from your case data.
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What are suggested articles in Salesforce service cloud?
As Salesforce veterans, Sita and her team already use a tool called Suggested Articles. Suggested Articles is a Service Cloud feature that recommends knowledge articles to your agents. However, Suggested Articles is a keyword-based search that can’t learn from your case data.
How do I compare article versions in Salesforce?
Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release). Once you have your articles published, you have several channels to share them with.
How can I control what content is published 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.
What is a Salesforce knowledge base?
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.
How does Salesforce knowledge suggestions work?
Knowledge One Suggested articles are available in the Salesforce Console for Service and your portals when viewing existing cases and creating ones. Finally, if the suggested articles aren’t suitable, the user working the case initiates a search with specific keywords, which can result in different articles.
What is the difference between suggested articles and Einstein article recommendations?
However, Suggested Articles is a keyword-based search that can’t learn from your case data. Einstein Article Recommendations, on the other hand, uses data from previous cases to produce more accurate recommendations in a matter of seconds. And unlike Suggested Articles, it can refine suggestions.
What should you do to ensure that the best articles are suggested as agents solve cases?
What should you do to ensure that the best articles are suggested as agents solve cases? Create descriptive data categories for your cases and article types.
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 next best action in Salesforce?
Einstein Next Best Action is a solution that uses flows, strategies, and the Recommendation object to recommend actions to users. You can display these recommendations on many different types of pages, including Lightning pages in your Salesforce org, Experience Cloud sites, or external sites.
Does salesforce Einstein cost extra?
The AI-powered features available in your Salesforce Edition Here are the Einstein features that are included for free in each of our products.
How do you maintain knowledge base articles?
Therefore, we can come up with a few general guidelines for writing knowledge base articles:Write a descriptive title.Be descriptive in your content.Avoid typos.Link to helpful resources.Don’t forget user experience and readability (as mentioned above).More items…
What is a KB article?
A knowledge base article is a piece of online documentation that answers a frequently asked question or provides instructions for solving a problem that customers commonly run into. Common knowledge base article types include informational articles, how-tos, troubleshooting guides, and FAQs.
How do you organize knowledge base articles?
Here are a few tips: Divide your content into categories and organise articles by topics, themes, and sub-themes. Each piece should treat one question (or problem) only. Make navigation easy by linking related articles to guide your readers on a logical path.
How do I search for articles in Salesforce?
Required EditionsSelect Knowledge in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select Knowledge.Optionally, click Advanced Search at the bottom of the results list. … Enter your search terms, up to 100 characters. … To run the search, press Enter .
What is knowledge article in Salesforce?
Knowledge Articles (Salesforce Knowledge) 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. Experienced service agents and internal writers write the articles.
How selected articles can be linked to selected cases?
Help Agents Attach Articles to CasesFrom. , select Setup.Click Object Manager and select Case.Click Case Page Layouts.Click Custom Case Layout. … At the top of the page, click Feed View.Scroll down to Article Tool Settings and select Enable attaching Articles inline.Click Save.
How to show agents the most relevant articles?
To show agents the most relevant articles, select fields that are likely to change over a case’s lifecycle. If you want to change which fields Einstein learns from, you can always return to this Setup page, update your fields, and rebuild your model.
What is Einstein article recommendation?
Einstein Article Recommendations is a tool of the future that’s ready today. That means the days of agents manually searching for and attaching articles can be over. To do this, Einstein gathers data from your closed cases, especially cases with articles attached, and from your knowledge base.
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.
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 …
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 is the customer channel important?
Along with Public, the Customer channel is one of the most popular channels because it is critical for customer self-service and case deflection. The customer channel shares content with users on a customer community license within a Customer Community. It’s great for customer-facing FAQ, troubleshooting articles, and step-by-step guides.
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.
What is target in Salesforce?
The target corresponds to the link’s target attribute in the source HTML. This target determineshow links open in Salesforce Classic and outside Salesforce, like in your Salesforce and ExperienceCloud sites.
How many versions of Salesforce Knowledge are there?
Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each ofthese versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the numberof articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles.
What is page layout?
A page layout determines which fields agents can view and edit when entering data for an article.It also determines which sections appear when users view articles. You can customize the fields,actions, and related lists for each record type and user profile with page layouts.
What is the default FAQ page layout?
A default FAQ page layout and record type is auto-enabled in the setup flow. The page layout determines how the articles aredisplayed. By doing this step, you are associating the page layout and record types. After completing the flow, you can go to theObject Manager to create or modify your page layouts.
What is sharing for Lightning Knowledge?
Sharing for Lightning Knowledge lets you take advantage of the features you already know, such as organization-wide defaults,access by owner role hierarchies, and criteria-based rules. When you make the switch to sharing for Lightning Knowledge, you canmanage article access based on fields within the article instead of data categories.
Can agents share articles in Salesforce?
Agents can insert links to articles from a Salesforce Site or Experience Cloud sites into the case feed .In Lightning Experience, your agents can share article URLs in email, social posts, and chat andmessaging conversations. In Salesforce Classic, your team can send article URLs in the email, social,and Experience Cloud publishers.
Who owns the master article?
The user who creates a knowledge article is the owner of the master article and, by default, all versions. The user who submits anarticle for translation is the owner of the translation version. When your knowledge base contains translations, make sure that yoursharing settings provide translators with access to translations and master-language article versions. For example, if the sharing fora master-language article is set to Private, it can prevent translators from accessing the master-language articles.
