Salesforce Knowledge
With Salesforce Knowledge, your customer service employees and customers can quickly find the answers to their questions.
Customer support teams can respond to customer questions and requests from different channels on the Service Cloud , while benefiting from the Knowledge base associated with the request. They can review suggested articles, search for different articles without leaving the request screen, and send the right information to customers in the format they choose.
You can choose the template that suits your needs and customize it with different themes, colors, logos and visuals according to your company, and move the components such as content and reports in your CRM to these pages so that your business partners can access the necessary information completely.
New Knowledge articles can be created from the service console and the Knowledge tab.
Support team employees can add the necessary information, images, videos, etc. to Knowledge articles and then send the drafted articles to other people for administrator approval or translation; articles that receive administrator approval can be published and made available to company employees or external users through areas such as the associated portal and website.
By publishing articles, your customers and business partners can also access the information (Frequently Asked Questions, FAQ) that your team has access to and quickly resolve their issues without needing support.
See you in the next video to see more of what you can do in the Salesforce world.