Using Salesforce.com Knowledge - dummies

By Jon Paz, T. J. Kelley

Salesforce Knowledge provides the most expansive and flexible suite of options for creating, storing, maintaining, and sharing your organizational knowledge. Salesforce Knowledge provides the following capabilities:

  • Create and manage content with Knowledge articles.

  • Share unique knowledge datasets with internal users, customers, partners, and even the general public.

  • Define a publication process for your organization’s knowledge articles and exercise fine‐tuned, transparent controls over each step of the process from creation to publication.

  • Supports all file types.

If your organization has implemented Salesforce Knowledge, you can research and solve customer support cases using Knowledge articles by following these steps:

  1. Navigate to the case record you’re working on, scroll to the bottom of the page, and locate the Articles related list.

    The Articles related list.
    The Articles related list.

    Your organization must have the Articles related list available on Case page layouts in order to leverage Articles directly from case records.

  2. Click the Find Articles button on the Articles related list.

    The Knowledge tab displays with search results.

    The subject of the case will be used automatically in order to provide some initial search results.

  3. Review your search results and refine them if needed.

  4. When you find an article that fits to solve your case, click the drop‐down arrow next to the article’s title and select Attach to Case.

    Salesforce attaches the article to your case.

  5. Click the Back to Case link above the search bar to return to your case.

    The case record displays.

  6. Scroll down to the bottom of the page, locate the Articles related list, and ensure that the article you selected has been attached to the case.

In addition to searching for articles from the Articles related list, Salesforce Knowledge enables support agents to complete the following actions with articles:

  • Automatically view suggested articles.

  • Send article PDFs directly from the Articles related list.

  • Create new articles when closing a case.

Salesforce Knowledge is the newest feature (newer than Content and Solutions), and, as such, it’s likely to get a greater investment of time and energy from Salesforce over the coming years. Keep this in mind if your organization is still evaluating your options — Knowledge will almost certainly continue to evolve and improve at a rapid pace, but the same can’t be said for Content and Solutions.