March 2015
Intermediate to advanced
384 pages
7h 56m
English
Content preview from Salesforce® Service Cloud® For Dummies®
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Chapter 12
Managing and Categorizing Articles
In This Chapter
Managing the article publication process
Understanding article actions
Categorizing and finding articles
Automating the article lifecycle
With Articles, harnessing your organization’s knowledge has never been easier. Your service organization can fine-tune every aspect of the knowledge management lifecycle to the level of detail that suits the team and the organization’s culture. The ability to categorize your articles hierarchically will allow your support agents to quickly search an entire catalogue of knowledge articles and find the result they, and the customer, are looking for in a matter of moments.
In this chapter, we lay the foundation for managing and categorizing the articles in your knowledge base. We walk you through each phase of the article lifecycle and explain the configuration steps needed along the way. Then we explain how you can leverage powerful categorization tools available natively with Salesforce to organize your articles in a manner that allows your agents to most easily locate relevant information. ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.