Solutions and Knowledge in Salesforce.com Service Cloud - dummies

Solutions and Knowledge in Salesforce.com Service Cloud

By Jon Paz, T. J. Kelley

As an agent, you need to know what tools are available to you in Service Cloud to make your job easier. More specifically, Salesforce offers two major issue resolution tools for customers and support agents alike, Solutions and Knowledge.

What’s the difference, you ask? Before you look at the differences, here’s what they have in common:

  • Both Solutions and Knowledge Articles can be attached to a case.

  • You can follow both in your Chatter feed for continuous collaboration and improvement.

Here are some differences between Knowledge and Solutions:

  • Knowledge requires feature licenses, meaning that it costs more money per user, whereas Solutions come free out of the box.

  • Knowledge gives you the capability to segment through articles and data categories. This allows you to show different sets of knowledge to customers, partners, or support agents, something that Solutions can’t do.

  • Knowledge comes with a much more advanced suite of enhanced reporting and analytics. You can get insights into article popularity by channel, frequency of article use, keyword search reports, and many more.

  • Knowledge currently integrates nicely with the Service Cloud console and Live Agent Chat, and will assuredly become more integrated as other features are released moving forward.

  • Knowledge articles allow for a comprehensive publishing approval process for quality control.

  • Solutions is not being actively improved upon anymore, whereas Knowledge is.

  • Knowledge comes with rich text‐editing functionality, but Solutions does not.

If you have the Solutions related list on the case record, you can click the View Suggested Solutions button, which brings up relevant solution possibilities based on your case’s subject field. Alternatively, you can type directly into the blank field on the related list and click Find Solution to search that way, as shown.

Saving time by searching for solutions directly from the case record.
Saving time by searching for solutions directly from the case record.

Beyond finding articles that contain solutions to attach to a case, agents can also leverage Chatter and specific groups within it to tap into internal knowledge and solve cases more quickly.