Salesforce Knowledge Implementation Tips
- Nov 15, 2016
- 1 min read
Salesforce Knowledge is a fully integrated, enterprise-level knowledge base where publishers can easily create and manage content known as articles and users can quickly find and view the articles they need to optimize the customer support experience.
Results and benefits of well-planned implementation includes:
Increase Agent productivity by enabling your customer service agents to find the right answers (articles) fast
Reduce costs and improve customer satisfaction by supporting faster times to resolution
Improve the overall customer support experience
Enhance and improve your organizational knowledge with controlled approval and publishing processes
Here are 4 questions to answer to successfully implement Salesforce Knowledge:
1. Who are Your Knowledge Users?
Producers, Consumers, Administrators (Influences Knowledge Settings)
2. What Knowledge Should be Accessible?
Solutions, FAQs, Reference, Training, Forms (Influences Article Type Definitions)
3. How do Your Classify Content?
Line of Business, Product, Geography (Influences Data Category Group Definitions)
4. How Should Knowledge be Delivered?
Internal (Platform), Community, Mobile (Influences Page Layouts)
Feel free to follow me on Twitter (@asthanakamit) for more tips and to ask questions.
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