Knowledge Articles
Knowledge Articles are a knowledge management solution within Salesforce that enable organizations to create, manage, and share knowledge. They provide a centralized location for storing helpful content, such as FAQs, product manuals, troubleshooting guides, and how-to articles, accessible to both employees and customers.
Features of Knowledge Articles
Management and Version Control
With Knowledge, Salesforce provides a means to create, edit and organize knowledge articles. These articles can include text, images, and videos. They can be categorized using topics and tags. Knowledge supports version control, so you can track changes to articles and maintain an archive of past versions.
Knowledge Integration
Knowledge Articles can be integrated into other Salesforce products like Service Cloud, allowing customer service agents to quickly find and share relevant information with customers. As well, it can provide means of Self-Service to customers through integration with a product like Experience sites. This enables customers to find answers to their questions without contacting support.
Language Support
Articles can also be translated easily enabling users to provide Global Support to their customer base.
Search
Like other records in Salesforce, Knowledge Articles can be found via global search and other methods, making it easy for reps to quickly find answers and respond to customers quickly and concisely.
Benefits of Knowledge Articles
Improved Efficiencies
By providing quick access to relevant information, support agents can resolve customer inquiries faster, improving overall customer satisfaction. As well, with the ability for Articles to be customer facing, Customers can self-service themselves and not even need to engage support in some instances.
Access and Simplicity
Knowledge sharing across departments allows employees to leverage existing resources rather than reinventing the wheel. Reducing redundant efforts to create and maintain Articles.
History Tracking
Version Control of Knowledge articles ensure that the information shared by the support team is consistent and up-to-date. It also allows collaboration and the ability to revert back to old Article content as necessary.
Reporting
Knowledge Articles are available for reporting in Salesforce, allowing Leadership to track input, versioning, types of articles published and other data elements that can help to improve knowledge management practices.
Who is Impacted?
Service Teams
Service Reps can utilize Knowledge to help quickly and accurately respond to cases from the Customer base
Sales Teams
Sales Reps can use Knowledge to help provide up-to-date information on products, FAQ’s and other information that can expedite the selling process.
Customers
Customers can self service themselves, leading to more up time and less time submitting cases and waiting on responses.
Management
Management can strategize around Articles to help increase customer satisfaction across the board with regards to service feedback, response time and deal closure.