What is a capability of salesforce knowledge


With Salesforce Knowledge, you can set up custom publication, reviews, and translation approval. It also allows you to set separate approval processes for every content type, determine who will be the managers for each content, and control who can view your content.


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

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What are two capabilities of Knowledge in Salesforce?

You can use Knowledge in both Salesforce Classic and Lightning Experience. Orgs new to Knowledge use Lightning Knowledge, which is generally available. If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge.

What are the capabilities of Knowledge in 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. They can also be grouped into Data Category Groups.

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 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 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 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 get Salesforce knowledge?

Enable Salesforce KnowledgeFrom Setup, in the Quick Find box, enter Knowledge , and then select Knowledge Settings.Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and click OK in the dialog box.To select your general settings, click Edit.More items…

What is a Salesforce knowledge user?

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 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 are two benefits of using data categories with Salesforce knowledge?

Correct: Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find. C. ARTICLE ACCESS CAN BE CONTROLLED. Correct: Data Categories with Salesforce Knowledge allows controlled article access.

What is the purpose of knowledge base?

What is a 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.

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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!)

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.


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