Salesforce Knowledge Managemnet Software

The Salesforce Knowledge base is an efficient knowledge management system that assists in the resolution of problems or the answering of questions posed by both external clients and internal staff. In a similar fashion, the public knowledge base assists the visitor users in discovering relevant information through community websites.

Let’s talk over some of the many procedures involved in managing the articles. To begin, on the User detail page of Salesforce, the user should be designated as a Knowledge User in order for them to be able to generate articles. The Knowledge User has the ability to provide guest users with reading access to the articles so that they can read them.

Data Categories

The data category provides the solution to the query of who is able to view which articles. It is extremely important because it maps the data category to the jobs or profiles, and it also maps the articles to the data categories. Users who are authorized to access a certain data category will now be able to search for or see any and all articles that are mapped only to that data category. When the user searches for articles by selecting the category, for instance, it will only display articles that belong to the mapped category rather than any other category.

Putting Together a Data Category

To set up your data categories, navigate to Setup > Customize > Data Categories > Data Category Setup. After clicking the Create New button, enter a name for the new document.

Once a data category or category group has been created, you can proceed to build multiple child categories that fall under the category group, as will be seen in the following paragraphs.

Activate the category group we just discussed.

Developing a New Article Format

• Each and every article that is created in Salesforce is assigned to a certain Article Type. To make a new Article Type, navigate to Setup > Customize > Knowledge > Article Types > Create New. Brand New Article Format
• Making an Article and Assigning It to a Type of Article and Data Categories
• Navigate to the Article Management tab, then click. In preparation for the creation of a new article
• After that, choose the appropriate Article Type for the piece.
• Next, edit the Data Category Group (for example, Course), and choose the child categories to which the current article is visible before saving your changes.
• Choose the Save and Close button.

Once an article is saved, the state of the article will change to draft. Click the Publish button, in order to distribute it to one or more of your channels. After an article has been published, if a user searches for an article using a certain data category (for instance, the Course data category in this case), the user will be presented with a list of all articles that have been mapped to that data category.

Making Use of Articles as Cases

When working on client cases, support agents or internal users can also use the current articles or create new articles based on their permissions, as will be discussed in more detail below:

(i) A member of the Support team opens a Case record and selects the “Find Article” associated list option.

(ii) The staff will now be presented with a list of relevant articles that match the value that is entered in the ‘Subject’ area of the case. Should the staff determine that the piece is pertinent to the case, they are now able to attach it.

Utilizing Articles in the Community Channel Users also have access to Knowledge articles (as shown below), and they can search for related articles and attach them to cases.

Utilizing Content Found on the Public Knowledge-Base Channel

The articles contained in Salesforce Knowledge can be made available to anonymous guest visitors on public sites. The following are some examples of how guest users can make use of articles:

1. A visitor from outside the university looks at the website of the institution to see what classes are offered.

2. The next step for the guest user is to look at the different bachelor’s degree programs offered.

The keyword “Bachelors” was entered into the search bar, and as a result, this page will present all of the articles that include the word “Bachelor.”

3. The answer will be shown to the guest user if he or she clicks on any of the articles that are presented. Additionally, the users have the ability to submit rapid feedback regarding the usefulness of the article.

Another key aspect of Articles is that users can give ratings to the articles, allowing other users to select articles based on the ratings given by other users.

Summary

Salesforce Knowledge is an efficient technology that enables an organization’s knowledge base to be managed in an approach that is both intuitive and engaging. Users can quickly discover answers to their inquiries or resolve their problems by utilizing the articles that are contained within the knowledge base. The most essential feature is that it gives customers the ability to search for articles by using different data categories in a quick and effective manner.