Salesforce Knowledge Review
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- What is Salesforce Knowledge
- Product Quality Score
- Main Features
- List of Benefits
- Technical Specifications
- Available Integrations
- Customer Support
- Pricing Plans
- Other Popular Software Reviews
What is Salesforce Knowledge?
Salesforce Knowledge is a part of a comprehensive Service Cloud from Salesforce, which contains modules and components that provide users with a complete customer view and allows them to offer personalized, intelligent, and fast customer service. Service Cloud comes loaded with solutions that connect and work seamlessly with each other to simplify user’s workflow, streamline processes, and make vital documents available to customers regardless of the channel and device type that they are using. The Salesforce Knowledge is a public, digital knowledge base platform designed to help your customers search and find any resources and information related to your business, services or products in a breeze all by themselves. Similarly, the software comes with a knowledge management tool that allows your customer service agents to find the relevant and right answer to customer queries, so they can offer more efficient and responsive customer care.Product Quality Score
Salesforce Knowledge features
Main features of Salesforce Knowledge are:
- Content lifecycle management
- APIs
- Publication & translation approval
- Knowledge One widget
- Article rating system
- Data categories for specific audience
- Customization
- Knowledge article tagging
- Integration
- Custom review
- Easy user interface
- Import/export article
- Organize article types
- Content reporting & metrics
- Article sharing
- Multi-language support
- Customer article history
- Create articles from cases
- Optimized article search
- WYSIWYG editor
- Predictive article system
- Real-time content collaboration
Salesforce Knowledge Benefits
The main benefits of Salesforce Knowledge are the capacity to create an internal knowledge base with ease, the self-service functionality, improved productivity and complete control over the content. Here are more details:
Internal Knowledge Base
With Salesforce Knowledge, you can set up a database of important and helpful information such as “How-to” articles. The pieces of information can be accessed by your customers online without breaking a sweat as well as by your agents so they can provide your customers with the right answers and solve their concerns or answer their queries quickly.
Self-service Platform
The platform lets users extend their knowledge base to their service site, whether it is a secure business partner or customer portal, integrated into a customer community in public, or part of a public website. With this platform, you can give your customers easy access to interesting and valuable information related to your business. Delivering incredible customer experience, therefore, is made effortless.
Improved Productivity
Since the cloud-based knowledge repository can be embedded right into a business’s system, customer service agents will be able to find the right answer to customer queries in a matter of seconds and deliver excellent assistance. Agents can also share content with their knowledge base. Also, the platform lets you share knowledge with any device or channel with just one click.
Knowledge Base Control and Customization Capability
With Salesforce Knowledge, you can set up custom publication, reviews, and translation approval. It also allows you to set separate approval processes for every content type, determine who will be the managers for each content, and control who can view your content.
Make Knowledge Management Process More Efficient
Salesforce Knowledge comes with an incident management module and KCSv5 verified knowledge management solution, which makes certain that all your articles are accurate and lets you use the best practices in the industry. An article rating system is also available which you can use to monitor the value of your content and acquire vital metrics on content search statistics, usage and rating.
Technical Specifications
Devices Supported
- Web-based
- iOS
- Android
- Desktop
Customer types
- Small business
- Medium business
- Enterprise
Support Types
- Phone
- Online
Salesforce Knowledge Integrations
The following Salesforce Knowledge integrations are currently offered by the vendor:
- Salesforce Service Cloud platform including Field Service, Case Management, and Digital Channels
Video
Customer Support
Pricing Plans
Salesforce Knowledge pricing is available in the following plans:
