What is Salesforce Knowledge & How to Setup

What is Salesforce Knowledge?

Salesforce Knowledge is a comprehensive knowledge management system provided by Salesforce that enables organizations to capture, organize, and distribute knowledge effectively. By implementing Salesforce Knowledge, businesses can enhance their customer support, streamline internal knowledge sharing, and empower self-service capabilities for their customers. The benefits of using Salesforce Knowledge are numerous, including improved customer satisfaction, reduced support costs, increased agent productivity, and consistent and accurate knowledge dissemination.

Understanding Salesforce Knowledge

Salesforce Knowledge is a powerful tool that offers various features to support knowledge management within an organization. It provides a structured environment for creating, storing, and managing knowledge articles. The key components of Salesforce Knowledge include:

Article Types and Categories 

Article types allow you to define the structure and fields for different types of knowledge articles. Categories help in organizing articles into logical groups for easy navigation and searchability.

Data Categories and Data Category Groups 

Data categories provide a hierarchical structure for classifying articles based on subject matter. Data category groups allow you to control visibility and access to articles based on user profiles.

Roles and Permissions in Salesforce Knowledge

Salesforce Knowledge offers granular control over roles and permissions. You can define roles such as knowledge managers, authors, editors, and viewers, and assign appropriate permissions to each role.

Setting Up Salesforce Knowledge

To set up Salesforce Knowledge, follow these step-by-step guidelines:

1. Enabling Salesforce Knowledge in the Salesforce Org: Enable Salesforce Knowledge in the Setup menu by navigating to the Feature Settings section and selecting Knowledge Settings. Enable Knowledge and save your changes.
2. Creating Article Types and Categories: Define the article types you need for your organization’s knowledge articles. Configure fields, page layouts, and related lists for each article type. Create categories that reflect the topics and subjects your articles will cover.
3. Defining Data Categories and Data Category Groups: Create data categories that align with your knowledge of article structure and classification. Set up data category groups based on user profiles and roles to control article visibility.
4. Configuring Roles and Permissions: Establish roles and assign appropriate permissions to users based on their responsibilities. Define who can create, edit, publish, or view articles within the organization.
5. Customizing Article Layouts and Templates: Customize the article page layouts to suit your organization’s branding and information needs. Create article templates to streamline the content creation process and ensure consistency.
6. Implementing Article Approval Processes: Set up approval processes to ensure articles go through a review and approval workflow before being published. Define criteria and actions for each approval step.

Managing Knowledge Articles

Once Salesforce Knowledge is set up, you can start creating and managing knowledge articles. Follow these best practices:

1. Creating and Editing Knowledge Articles in Salesforce: Use the article editor to create and edit articles. Include relevant information, address common issues or questions, and make the content concise and easy to understand.
2. Best Practices for Creating Effective Knowledge Articles: Use a clear and consistent writing style, employ headings and subheadings, and break down complex information into manageable sections. Ensure articles are searchable and use relevant keywords.
3. Organizing and Structuring Knowledge Articles: Assign appropriate article types and categories to each knowledge article for easy organization and navigation. Link related articles to provide additional context and support.
4. Adding Rich Media, Images, and Attachments to Articles: Enhance the visual appeal and effectiveness of knowledge articles by including images, videos, or attachments that support the content. Visual elements can improve comprehension and engagement.
5. Implementing Versioning and Publishing Workflows: Maintain article versions to track changes and updates. Implement a publishing workflow to ensure articles go through proper review and approval processes before being published.
6. Collaboration and Review Processes for Knowledge Articles: Encourage collaboration among knowledge contributors and subject matter experts. Implement review processes to validate article accuracy, relevance, and completeness.

Enhancing Knowledge Search and Accessibility

To enhance knowledge search and accessibility, consider the following steps:

1. Configuring Knowledge Search Settings: Fine-tune search settings to prioritize relevant articles based on keywords, relevance, or popularity. Enable features such as instant search suggestions or spell correction to improve the search experience.
2. Implementing Knowledge Article Suggestions: Utilize machine learning capabilities to suggest relevant articles based on user behavior, search history, or case details. Provide users with quick access to articles that address their needs.
3. Optimizing Knowledge Article Visibility and Accessibility: Ensure articles are accessible to the right audience by assigning appropriate data categories, groups, and permissions. Use data category visibility settings to control article visibility based on user profiles and roles.
4. Integrating Knowledge Search with Case Management: Integrate knowledge search functionality with your case management system. Enable agents to search and link relevant articles directly from case records to provide efficient and accurate support.
5. Enabling Self-Service Portals and Communities: Provide self-service options to customers by enabling knowledge articles to be accessible through self-service portals or communities. Empower users to find answers and resolve issues independently.

Analytics and Reporting for Salesforce Knowledge

To measure the effectiveness and usage of Salesforce Knowledge, leverage the following analytics and reporting capabilities:

• Key Metrics and Reports for Monitoring Knowledge Usage: Track metrics such as article views, searches performed, or user feedback to gauge knowledge usage and popularity. Utilize pre-built reports or create custom reports to analyze trends and patterns.
• Tracking Article Views and Feedback: Monitor how frequently articles are viewed and track user feedback or ratings to identify popular and helpful articles. Use this data to improve and prioritize article content.
• Measuring Article Effectiveness and User Satisfaction: Collect feedback from users to measure article effectiveness in resolving their queries or issues. Implement surveys or ratings to assess user satisfaction with the provided knowledge articles.
• Identifying Knowledge Gaps and Areas for Improvement: Analyze search queries and user feedback to identify common gaps or areas where additional knowledge articles or updates are needed. Use this insight to continuously improve your knowledge base.

Conclusion

Salesforce Knowledge is a powerful tool for implementing a comprehensive knowledge management system within your organization. By understanding and utilizing its features, you can streamline customer support, enhance self-service capabilities, and improve overall knowledge sharing.

To achieve maximum benefits from Salesforce Knowledge and drive your business toward success, it is essential to collaborate with knowledgeable experts who possess a deep understanding of its intricacies. At Ubique Digital Solutions, we specialize in software implementation and integration, and we are committed to supporting you throughout the implementation process. Take the next step in boosting your business to success. Contact Ubique Digital Solutions today.

FAQs

What is Salesforce Knowledge and how does it benefit businesses?

Salesforce Knowledge is a knowledge management system that allows organizations to capture, organize, and distribute knowledge effectively. It benefits businesses by improving customer support, reducing support costs, increasing agent productivity, and enabling self-service capabilities.

What are the key components of Salesforce Knowledge?

The key components of Salesforce Knowledge include article types and categories, data categories and data category groups, and roles and permissions. These components help structure and organize knowledge articles within the system.

How can I set up Salesforce Knowledge in my Salesforce org?

To set up Salesforce Knowledge, enable it in the Salesforce org’s settings, create article types and categories, define data categories and groups, configure roles and permissions, and customize article layouts and templates.

What are the best practices for creating effective knowledge articles in Salesforce?

Some best practices for creating effective knowledge articles include using clear and concise language, employing headings and subheadings, adding relevant keywords, and organizing articles into logical sections. Additionally, utilizing rich media, images, and attachments can enhance the articles’ effectiveness.