What is a knowledge base salesforce

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Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.

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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 is Salesforce knowledge base?

The Ultimate Guide to Setting Up Salesforce Knowledge

  • Key Points – What you need to know. Before we dive into the fun features of Lightning Knowledge, let’s knock out a few housekeeping items first that you’ll need to …
  • Content Management. …
  • Channels. …
  • Approval Processes. …
  • Knowledge Features. …
  • Topics. …
  • Case Deflection. …
  • Using Apex with Knowledge. …
  • Keep Learning! …

What are Salesforce credentials?

  • Senior Level
  • 4-5 years (implementing complex security models in Salesforce) + 2-3 years (Salesforce experience)
  • No Prerequisites
  • 400

How to enable Salesforce Lightning knowledge?

How do I enable lightning knowledge in Salesforce?

  • From Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
  • If you’re new to Knowledge, enable Knowledge by selecting Yes and clicking Enable Salesforce Knowledge.
  • Click OK to continue.
  • On the Knowledge Settings page, click Edit.
  • Select Enable Lightning Knowledge.
  • Click Save.
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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.


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 knowledge base permissions in Salesforce?

User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles….Required Editions and User Permissions.User Permissions NeededTo assign Knowledge permissions:Customize Application AND Manage Salesforce Knowledge1 more row


How do I find the knowledge base in Salesforce?

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.


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.


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.


How does a knowledge base improve productivity?

How does a knowledge base improve productivity? By capturing and consolidation important information in one place.


What are the two features 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.


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.


How do you develop a knowledge base?

How To Create a Knowledge BaseIdentify the Purpose / Need of your Knowledge Base. … Define the Core Elements Of Your Knowledge Base. … Prepare Your Knowledge Base Structure. … Prepare Content for Your Knowledge Base. … Organize Knowledge Base Content. … Write New Articles for Your Knowledge Base. … Optimize Your Knowledge Base For SEO.More items…•


Does Salesforce offer a 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.


What is knowledge action 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.


Key Points – What You Need to Know


Content Management


Channels


Approval Processes


Knowledge Features


Topics


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 flood…

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Using Apex with Knowledge


Keep Learning!

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