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.
Table of Contents
What are the benefits of knowledge in Salesforce?
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. One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups.
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 Salesforce Sales Cloud and its features?
What is Salesforce Sales Cloud and its features? Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts. Account and Contact Management. Opportunity Management and Score.
What is the rating system in Salesforce knowledge?
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).
What are the features of knowledge in Salesforce?
Main features of Salesforce Knowledge are:Content lifecycle management.APIs.Publication & translation approval.Knowledge One widget.Article rating system.Data categories for specific audience.Customization.Knowledge article tagging.More items…
What is Salesforce knowledge in Salesforce?
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 are knowledge actions in Salesforce?
Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing.
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 are two capabilities of knowledge?
Thus the two primary means of developing knowledge capabilities are technology, and human skills and behaviours.
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 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 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.
What is knowledge __ Kav?
Knowledge__kav. Provides access to the concrete object that represents a Knowledge article version. This object is available in API version 39.0 and later. Note. By default, the prefix for this object name is Knowledge and that is the value shown in this reference.
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.
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 a knowledge base quizlet Salesforce?
A single repository for storing helpful organizational information.
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 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 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 I use Salesforce knowledge base?
0:082:33How to Set Up Salesforce Knowledge – YouTubeYouTubeStart of suggested clipEnd of suggested clipStart by navigating to your service home page click on the gear icon in the top right hand corner.MoreStart by navigating to your service home page click on the gear icon in the top right hand corner. And pick service setup. Click view all in recommended setup. And scroll down to knowledge setup.
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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 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.
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.
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.
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 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.
Lightning App Builder (and Lightning Components)
The Lightning App Builder is a point-and-click tool that’s easy to create pages for Salesforce Lightning, or to use in the mobile app. This enables you to rearrange pages to highlight key information users need, and hide anything irrelevant.
Salesforce Reports & Dashboards
Salesforce reports and dashboards are Salesforce’s out-of-the-box analytics, the “go to” option for quick reporting; as you would expect from the #1 CRM in the world, they are powerful, intuitive, customisable, and they work well for organizations of all types and sizes.
List Views
Who doesn’t love a Salesforce list view? List views in Salesforce are what they sound like: a view that’s a list of records. Find list views on the home tab of each object, for example, on the lead object, you will find list views such as “Today’s leads”, “Recently viewed leads”, plus any custom views you create.
Validation Rules
A Validation Rule is a rule on a field which verifies that data entered by a user meets a certain criteria, before the user can save the record.
Security: Profiles, Roles, Permission Sets
Security in Salesforce is crucial to ensure each user can access only the record data that’s appropriate/relevant to their work. Anyone that has looked at the Certified Administrator will know there’s a big emphasis on this topic because it can be tricky to nail down as a Salesforce newbie.
Sandboxes
A Sandbox lets you develop and test your configuration, in the safety of a controlled environment. They are copies of your production environment that have the same platform customizations (eg. custom fields, code, automation). Some Sandbox types, will also contain a copy of your production data (eg. Leads, Accounts, Contacts data).
Change Sets
Salesforce change sets act like containers that move configuration between Salesforce environments, for example, from a sandbox to your production org (live environment users log into).
Get the right answers to your customers and agents, faster
Help your customers help themselves, and help your agents work smarter with easy access to articles, FAQ, and the collective wisdom of the community.
Help customers help themselves
Customers can easily find their own answers through a library of knowledge articles and Q&A. You’ll increase customer satisfaction, and decrease calls and emails to your support desk.
Maximize agent productivity
Agents can easily find, access, and deliver the right answers to customers. Agents can also contribute to the knowledge base to ensure that the best answers are always accessible to the whole team.
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…