What is Salesforce Knowledge? What are its main uses and how can you create and publish it?
Posted: Wed Dec 04, 2024 6:32 am
Salesforce provides an object called knowledge. In the business world, knowledge means "useful information, experience, and knowledge," and the knowledge function of Salesforce allows each employee to register and share useful information .
This article explains the main uses of Salesforce knowledge as well as how to create and publish it, so be sure to read it.
>> Learn more about how to use Salesforce to get business deals in a short time! <<
table of contents
What is Salesforce's knowledge function (knowledge object)?
Main uses and usage of Salesforce Knowledge
Use as a supporting tool for customer support operations
Use as a manual/educational tool
Use as a know-how sharing tool
How to set up knowledge users and enable knowledge as a prerequisite
How to create new Salesforce knowledge
How to search Salesforce knowledge and link cases
summary
What is Salesforce's knowledge function (knowledge object)?
The knowledge function of Salesforce is an object that allows you to register useful information such as knowledge, know-how, and case studies as articles and share job seekers phone number list them with other users. In addition to using them within your company, you can also publish them on your company website to share information with customers and partner companies.
A collection of articles registered in a knowledge object is called a "knowledge base ." If the content and number of articles is sufficient, you will be able to find a solution in the knowledge base when you have a problem or don't understand something.
In this way, by utilizing Salesforce's knowledge function and knowledge base, you can share useful information that you personally own with a wider audience.
Main uses and usage of Salesforce Knowledge
Here are some ways you can use Salesforce Knowledge:
Use as a supporting tool for customer support operations
Use as a manual/educational tool
Use as a know-how sharing tool
Below we'll take a closer look at each case and their specific uses.
Use as a supporting tool for customer support operations
In customer support operations such as call centers, knowledge bases can be used as an auxiliary tool for responding to inquiries. By referring to articles and past response examples in the knowledge base, you can respond smoothly, leading to more efficient operations. It can also solve problems that call centers face, such as "not knowing the appropriate response and making the other party wait" and "the content of the response varies depending on the person."
In addition, if you share a knowledge base with your customers, they can search for solutions on their own without having to contact you. If you write articles about frequently asked questions, the number of inquiries will decrease, and you can expect to reduce the load on your call center.
Use as a manual/educational tool
The knowledge base can also be used as an internal work manual or training tool for new employees. If you allow new employees to learn things they don't understand from the knowledge base, they will be able to solve their own questions, reducing the effort and costs involved in training.
While new employees often learn directly from mentors or superiors, there are many cases where the teaching methods and content vary depending on the person. With a knowledge base, teaching methods can be standardized and knowledge and know-how can be shared equally with all new employees.
Use as a know-how sharing tool
A knowledge base can also be useful as a tool for sharing the knowledge and know-how of each member of the company. If each employee registers knowledge about their own responsibilities, it will help prevent the dependency on individual skills. With the increasing fluidity of human resources, preventing the dependency on individual skills is a major benefit.
Creating an environment where anyone can check knowledge at any time will also help raise the level of know-how throughout the organization.
How to set up knowledge users and enable knowledge as a prerequisite
To use Salesforce's knowledge function, you must first set up knowledge users and enable knowledge .
To set up a knowledge user, go to "Settings" → "Users" and open the settings screen for the user you want to use the knowledge function. Check "Knowledge User" and save, and the set up user will be able to use the knowledge function.
This article explains the main uses of Salesforce knowledge as well as how to create and publish it, so be sure to read it.
>> Learn more about how to use Salesforce to get business deals in a short time! <<
table of contents
What is Salesforce's knowledge function (knowledge object)?
Main uses and usage of Salesforce Knowledge
Use as a supporting tool for customer support operations
Use as a manual/educational tool
Use as a know-how sharing tool
How to set up knowledge users and enable knowledge as a prerequisite
How to create new Salesforce knowledge
How to search Salesforce knowledge and link cases
summary
What is Salesforce's knowledge function (knowledge object)?
The knowledge function of Salesforce is an object that allows you to register useful information such as knowledge, know-how, and case studies as articles and share job seekers phone number list them with other users. In addition to using them within your company, you can also publish them on your company website to share information with customers and partner companies.
A collection of articles registered in a knowledge object is called a "knowledge base ." If the content and number of articles is sufficient, you will be able to find a solution in the knowledge base when you have a problem or don't understand something.
In this way, by utilizing Salesforce's knowledge function and knowledge base, you can share useful information that you personally own with a wider audience.
Main uses and usage of Salesforce Knowledge
Here are some ways you can use Salesforce Knowledge:
Use as a supporting tool for customer support operations
Use as a manual/educational tool
Use as a know-how sharing tool
Below we'll take a closer look at each case and their specific uses.
Use as a supporting tool for customer support operations
In customer support operations such as call centers, knowledge bases can be used as an auxiliary tool for responding to inquiries. By referring to articles and past response examples in the knowledge base, you can respond smoothly, leading to more efficient operations. It can also solve problems that call centers face, such as "not knowing the appropriate response and making the other party wait" and "the content of the response varies depending on the person."
In addition, if you share a knowledge base with your customers, they can search for solutions on their own without having to contact you. If you write articles about frequently asked questions, the number of inquiries will decrease, and you can expect to reduce the load on your call center.
Use as a manual/educational tool
The knowledge base can also be used as an internal work manual or training tool for new employees. If you allow new employees to learn things they don't understand from the knowledge base, they will be able to solve their own questions, reducing the effort and costs involved in training.
While new employees often learn directly from mentors or superiors, there are many cases where the teaching methods and content vary depending on the person. With a knowledge base, teaching methods can be standardized and knowledge and know-how can be shared equally with all new employees.
Use as a know-how sharing tool
A knowledge base can also be useful as a tool for sharing the knowledge and know-how of each member of the company. If each employee registers knowledge about their own responsibilities, it will help prevent the dependency on individual skills. With the increasing fluidity of human resources, preventing the dependency on individual skills is a major benefit.
Creating an environment where anyone can check knowledge at any time will also help raise the level of know-how throughout the organization.
How to set up knowledge users and enable knowledge as a prerequisite
To use Salesforce's knowledge function, you must first set up knowledge users and enable knowledge .
To set up a knowledge user, go to "Settings" → "Users" and open the settings screen for the user you want to use the knowledge function. Check "Knowledge User" and save, and the set up user will be able to use the knowledge function.