What is salesforce knowledge base


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.

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 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 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 are the features of Salesforce knowledge?

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 an example of a knowledge base?

A good example of a knowledge base is one with a simple layout that carries a wealth of information. Articles and guides are intelligently segmented into categories so users can find a solution quickly, and a search bar (usually placed at the top of the page) provides a means to type in queries directly.

What is difference between database and knowledge base?

What is the difference between database and knowledge base? The difference between a database and a knowledge base is that a database is a collection of data representing facts in their basic form, while a knowledge base stores information as answers to questions or solutions to problems.

Is Salesforce Knowledge a CMS?

Salesforce Content Management is a hybrid CMS, meaning it has a user-friendly front-end to help marketers create content and extend it to any Salesforce touchpoint – such as a commerce site, marketing email, or experience portal.

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 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 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.

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.

What is Salesforce CMS?

Salesforce CMS is a hybrid content management system, where you can curate and share content, manage multiple language versions of your content, and control who creates what. Use Salesforce CMS to create, manage, and deliver content from a central location, and then share that content across multiple channels.

Defining Knowledge Base

Knowledge Base is Salesforce’s tool for pooling together relevant company information and sharing it to the company’s end customers in a public yet secured manner. It is a tool that can help agents upload articles about various aspects of a company and its services.

How Does Knowledge Base Work?

Help articles are the main components of an organization’s Knowledge Base. These articles may offer content such as:


Salesforce Knowledge Base contains all the tools needed to create quality articles for information purposes. Knowledge Base also serves as a library of sorts for all the articles created under your organization.

Why is Salesforce knowledge management important?

The knowledge management in Salesforce system will allow you to provide the necessary information on the first request and improve the customer (partner) experience.

Why use knowledge articles in Salesforce?

For this reason, you have to monitor the relevance of the information in the base. Advantages of using knowledge articles and Salesforce base include: Quick search. Instant access to the necessary information allows users to solve their problems without asking the company employees for help. Usefulness.

What is knowledge base?

The knowledge base is an indispensable tool that greatly simplifies communication. Add useful hashtags, analyze articles ratings and use the experience cloud with greater benefit. Sharing useful news has never been so easy!

Why is it important to have a knowledge base?

It’s much easier to get the information you need from a trusted source than looking for an answer in search engines. It is for this purpose that the knowledge base is used. With the useful information, employees, customers, partners and other people involved in the company’s activities will receive quick answers to their questions.

What is article management in Salesforce?

The article management Salesforce offers to implement will help you divide articles into categories for users to search for them efficiently and quickly. Customers and partners won’t have to study masses of information to solve their problem. It is enough to create a suitable catalog and add all the existing categories to it.

Why is knowledge management important?

Whether for customer self-service or to enable agents to find the right answer faster, knowledge management is one of the best ways to provide excellent customer care. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. Learn more about our knowledge management solution from Service Cloud.

How to help customers get exactly what they need?

Help your customers get exactly what they need using a centralized knowledge base for all your agent and customer information. Use analytics to identify which knowledge articles are working, and to identify new articles that need to be created.

How many knowledge articles can we create?

We can create upto 50,000 knowledge articles.

Can public users access rated articles in Salesforce?

Public users can not access rated articles in Salesforce.

Is approval required for salesforce?

It is required to create approval processes for some article types in salesforce.com.

What is knowledge base?

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 to solve their own queries, which leads to case deflection (and as a result, hiring less service agents, and increasing customer satisfaction).

Where are topics assigned in Salesforce?

Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces. There is also a setting to automatically assign topics based on certain data categories, which streamlines the tropic assignment of new articles and makes manual tagging more automated.

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 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 edit articles in Salesforce?

Since everything works like a normal Salesforce object, access is given in much the same way. Users can read, create, edit, and delete articles based on their Knowledge object permissions. The main thing that gets tricky are the special Lightning Knowledge User Permissions that primarily focus on Publishing, Archiving, and Translating draft article versions. For a detailed breakdown of these permissions, Salesforce Help has a great table summarizing the permissions and their purposes.

Does Salesforce compare articles?

Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release).

Does Lightning Knowledge have a license?

The licensing requirements for Knowledge are dependent on the edition of Salesforce you’re on and which clouds you have. For Essentials and Unlimited editions, Lightning Knowledge is available as a part of Service Cloud for no additional cost. For Professional, Enterprise, Performance, and Developer editions, Lightning Knowledge does have an additional cost associated. Contact your Salesforce Account Executive for more information on pricing.

What is a knowledge base?

A comprehensive knowledge base empowers customers to find the information they need quickly. It may include frequently asked questions (FAQs), user forums, a glossary, troubleshooting, how-tos, articles, case studies, and even cover common issues and offer step-by-step guidance. And since customers help themselves, agents are able to devote their time to more complex issues rather than repeat issues.

Why is knowledge base important for self service?

Building a knowledge base for customer self-service is a smart investment. Besides satisfying customers and ramping up efficiencies for your company , your knowledge base also attracts new visitors to your site. Impress them with your content to build relationships and revenue.

How to find out what service-related terms come up frequently?

Consult your customer service agents to understand the questions and issues they encounter the most. Check your keyword search volume to see what service-related terms come up frequently, such as “return policy” or “shipping options.” Review all digital channels, social media, and other feedback areas to ensure you see the full breadth of customer concerns.

How is the knowledge base created?

We already know what the knowledge base consists of, how it works, what it is used for. There’s only one last question left: how is it created? From the technical perspective, the knowledge base component (understood as a template to build one) is provided with the Salesforce license. Creating and completing the base is the matter of assigning creator permissions to particular persons in the company. In practice, one or few people are responsible for that. Most often, it’s the system administrator who coordinates working on a knowledge base and cooperates with the content authors. From them, the knowledge base creator gets a package of articles with tips on how to place it in the base structure. The creator also updates the base and gives access to its content.

What is internal use of knowledge base?

The internal use – educating consultants and supporting them in quick and more efficient ways of resolution requests is the first possibility of using the knowledge base. But not the only one because there’s an option of sharing it with the external users outside an organization. And there are two methods to do that.

Who is Marek from Salesforce?

He cooperates with domestic and international clients. He began his adventure with Salesforce in the Craftware sales department; currently, he is a Salesforce CRM consultant. His work focuses on finding the value of implementation for new customers, working with them on building its scope and pricing. He is also responsible for system configuration and deployments. In addition to his daily work at Craftware, Marek is an ALK lecturer at post-graduate studies in CRM and Marketing Automation. He is an avid motorcyclist. He owns a Salesforce Accredited Sales Professional certificate.

How does a knowledge base help a business?

Done right, a knowledge base can do wonders for your business. For one, you’ll ramp up efficiencies : With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, at a moment’s notice.; Done wrong, however, a knowledge base can wreak havoc on your business. Imagine your own personal frustrations in reading unhelpful articles, having roundabout conversations with automated or outsourced live chat representatives, or fumbling around trying to get a quick piece of information.; What’s the point of creating a knowledge base if you’re not empowering your customers? High-performing knowledge bases are win-wins for your business and your community. Here are the steps you need to take to create your knowledge base from scratch.

What do you need to know about knowledge bases?

Knowledge bases have many moving parts and require different nuances to succeed. You need a strong writer to make sure your copy is powerful and empathetic. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience.

How to create a knowledge base that empowers customers?

The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritise your most impactful decisions, and ensure that your knowledge base grows with your organisation. Keep things simple, and tackle real challenges for your customers.

What to know before launching Knowledge Hub?

Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. In other words, you’ll want to set up systems that can grow with your business over the long term.


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