Salesforce® Service Cloud® For Dummies®

Chapter 11

Setting Up Salesforce Knowledge

In This Chapter

Creating article types

Enabling Salesforce Knowledge

Integrating cases with the knowledge base

Remember the days when you had to call a company like IKEA to ask questions about a certain part or how to assemble a product? It seems like a waste of time today, because we have so many other, more efficient tools to quickly get the answers we need.

Today’s customer wants answers and wants them now. Salesforce Knowledge gives businesses a powerful tool to enhance customer service. Although not for free, a knowledge base is a fantastic way to create and manage custom articles that you can share with your users, partners, customers, and all visitors to your website.

If you haven’t already read Chapter 10, you’ll want to do so before setting up Knowledge for your organization. This chapter assumes that you understand the purpose and functionality of this feature, you’re familiar with the terms, and you’ve spent a considerable amount of time planning your Knowledge implementation. The planning phase is ultimately where most of the time should be spent in a Knowledge implementation, because there are numerous considerations depending ...