It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own problems themselves.
Available in: Salesforce Classic
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud.
Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, and Unlimited Editions.
Setting up Salesforce Knowledge is a “choose your own adventure” procedure. There are many features and options and it’s up to you to decide which ones are right for your enterprise.
Do you need guidelines, resources, and current discussions on the evolving world of knowledge base orientated service?
Salesforce Knowledge is "KCS Verified" by the Consortium for Service Innovation, which recognizes best practices in customer support methodologies. By implementing Knowledge-Centered Support (KCS) features, you can create more efficient collaboration within your team and provide pertinent and accurate information to your customers.
Consider the following tips when planning and using Salesforce Knowledge:
Create synonym groups in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results.
Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy maps to your role hierarchy. For more information, see Data Category Visibility.
Create custom reports on your Salesforce Knowledge data. You can also install the Knowledge Base Dashboards and Reports app from the AppExchange to receive over two dozen helpful reports.
Multiple agents can edit the same article at the same time. If that occurs, your changes can be overwritten by a colleague without warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to edit only the articles they're assigned.
You will lose your data if you convert a custom field on an article type into any other field type. Do not convert custom fields unless no data exists for the field.
When renaming Salesforce Knowledge labels note that standard field names, like title and type, are fixed. These fields do not change the labels on the article create and edit pages. If the organization is set to another language, these fields remain in the fixed label for that language.
The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. With lemmatization, a search can match expanded forms of a search term. For example, a search for running matches items that contain run, running, and ran.
Make sure that you have a clear understanding of the type of articles your organization needs, and how agents interact with these article types. This determines the article type permissions and article actions that you need to assign to Salesforce Knowledge users, which you can then use to create the set of profiles or permission sets required by your organization. For more information, see Knowledge Article Access.
Determine if you need to create workflow rules for some of your article types. For example, you can create a rule that sends an email to an article manager when an agent creates an article upon closing a case.
Determine if you need to create approval processes for some of your article types. For example, if you have a type of article that must have legal and management approval before it can be published externally, create an approval process for the article type.