March 2015
Intermediate to advanced
384 pages
7h 56m
English
Content preview from Salesforce® Service Cloud® For Dummies®
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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.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.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.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.
Chapter 22
Ten Questions to Ask Before Implementing Knowledge
In This Chapter
Identifying or confirming a need for Knowledge
Understanding the benefits of Knowledge
Thinking about an agent’s Knowledge needs and use cases
Asking how your Knowledge will be consumed
Considering the implications of committing to Knowledge
No matter the breadth or depth of your organization’s knowledge, you need to ensure that your employees, customers, partners, and the public can interact with the information they need in the right moment, the right place, and the right format.
Salesforce Knowledge provides the framework for a knowledge base that can enable your organization to quickly create and easily manage information that you want to share with internal or external users.
Regardless of whether your organization has already decided to leverage Salesforce Knowledge, important questions and decisions need to be evaluated prior to embarking on an implantation.
In this chapter, we provide a set of ten ...
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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.