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A primer on Salesforce Knowledge - what why how!


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Salesforce Knowledge helps your organization build, streamline and enhance customer service processes. The Salesforce Knowledge lets you create, manage and publish knowledge articles that can be easily shared with your employees, customers, partners, and website visitors.

I have summarized the salient points and a consice 'how-to' guide to help you implement Salesforce Knowledge effectively.

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A primer on Salesforce Knowledge - what why how!

  1. 1. A primer on Salesforce Knowledge By Avi Verma, Contact Avi at: ● Certified Salesforce Service Cloud Consultant, ● Certified Salesforce Administrator, Certified Salesforce Developer, ● PMP, MBA, CISA, ● ABA in Principles of Banking, ● Expertise in Digital Banking, Payments, Healthcare, Manufacturing, Telecom, Insurance, ● 26+ Years of experience in global technology services, software engineering, delivery, engagement, program management.
  2. 2. Salesforce Knowledge - Why ● Provide access to relevant knowledge in a timely manner to your customers, partners, employees ● Help your customers help themselves by empowering them with self-service in all channels including web, mobile, chat or search ● Reduce costs in reduced resolution time and improve customer satisfaction ● Enable your customer service agents to find the right answers (articles) faster at the point-of-service ● Enhance and improve your organizational knowledge with a controlled approval and publishing process
  3. 3. Salesforce Knowledge - What ● Salesforce Knowledge Content is represented by Articles ● Contributed by the subject matter experts, product managers, customer service agents, customers, partners ● Follows a well defined publishing cycle including the creation, drafting, approval, translation, archiving and publishing process ● Can be accessed by omni-channels including internal users, partners, customers, and from public websites ● Should be created with a goal to solve problems, enable self-service, and maintain usability and relevance ● Categorize into article types and classify into data categories ● Allows search, ratings and versioning
  4. 4. Salesforce Knowledge - How Decide on the types of articles you need (custom containers, look & feel) Define Custom fields article types (such as description, in addition to the standard fields of Summary, Title, URL), Edit Layouts Define the publishing layout - how would article types appear? (Tab or Table of Contents) Decide on who can manage articles Assign Feature license Assign Permission sets “Manage Articles” Create Profiles & Users Decide on who can see articles Assign Permission Sets to limit access to article types Create Profiles, permission sets & Users Gets access to “Article Manage ment” Tab Gets access to “Article” Tab Assign Permission Sets to limit access to article types Required Steps Enable Knowledge 1 3 4 5 6 Setup Knowledge Settings 2
  5. 5. Salesforce Knowledge - How Classify Articles into Data Categories (product lines, geographies, line of business) Limit Access to Data Categories (by role, permissions, profiles) Setup Workflow Rules (for email alerts, update fields, message) Set Up Approval Processes (automation of approval process) Empower Support Agents - Suggest Articles for cases - Contribute to knowledge at the time of closing cases - Share articles with customers Build knowledge from community answers by promoting replies to articles Optional Steps 7 8 9 11 12 10
  6. 6. Salesforce Knowledge - How Optional Steps Import existing articles into Salesforce knowledge Provide access to partners Provide access to customer community Provide access visitors in your web sites Setup synonym group search 13 14 15 16 17 Develop / Customize Reports on knowledge usage, effectiveness 18
  7. 7. Salesforce Knowledge - Permissions Actions you want to implement: Permission Required: Who does this typically? ● Create Article Types ● Manage Article Actions (publish, archive, translate, etc.) “Manage Salesforce Knowledge” Administrator ● Search Articles ● View Articles “Read” on Article Types Internal Users, Partners, Customers ● Edit, Draft, Publish Articles “Manage Articles” Appropriate Permission on Article Types Knowledge Manager ● Create Data Categories “Manage Data Categories” Administrator
  8. 8. Thank you. For more information, please write to me at