It’s after hours, and you want to reduce the number of employees you have working late. Pkb for article views in public knowledge base. Choose the Best Search Options ~15 mins. Une base de connaissances Salesforce (qu’on appelle Salesforce Knowledge) est composée d’articlesde connaissances, qui peuvent être : Des questions fréquemment posées, telles que « Quelle est la capacité de stockage de votre produit ? Examine how your customers are using your company’s knowledge base. Voici quelques points à soulever lors de la catégorisation de vos articles : Commençons par une bonne nouvelle : tous vos utilisateurs internes peuvent consulter les articles de la base de connaissances. Comment organisez-vous vos informations ? Vous disposez de fichiers d’informations que vous souhaitez intégrer à Salesforce Knowledge. It's ludicrous how bad the Salesforce Knowledge Base is and that Salesforce seems to have no idea how to improve it. Posted in Knowledge Base Tagged Salesforce Service Cloud … Sure, it stores information in one place so that agents and customers alike can access it (depending on permissions). La manière dont vous devez mettre en œuvre ces fonctionnalités est décrite dans l’article d’aide Élaboration de votre base de connaissances Knowledge dans Salesforce Classic. Bien sûr, elle centralise les informations afin qu’elles soient accessibles par les agents et les clients (en fonction des autorisations). If you’re not sure where to invest your time and attention, try narrowing your attention to initiatives that will help you expedite more processes and solve customers’ pain points faster. 1. Creating step actions. Par exemple, vous souhaitez que vos agents débutants puissent créer des articles à propos des problèmes qu’ils résolvent. Knowledge Basics for Salesforce Classic. Salesforce takes abuse situations very seriously. Keep things simple, and tackle real challenges for your customers. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. http://bluejeans.com/support/knowledgebase - Mehdi CHAKER In a lot of ways, Ex Libris acts as a knowledge base in and of itself. Incomplete ~1 hr 10 mins. Toutefois, à moins que vous souhaitiez écrire et gérer chaque article vous-même (ce que ne nous vous recommandons pas), les autres agents devront également pouvoir créer, modifier, publier, archiver et supprimer des articles. Cette unité décrit les aspects que devez prendre en compte lors de la mise en œuvre de Knowledge, mais pas comment mettre cette solution en œuvre. Calculate and Improve Your Customer Retention Rate, Why Help Desk Software Reviews are Serving Up a Better Customer Experience, How to Offer the Best Customer Service Available, © Copyright 2020 Salesforce.com, inc. All rights reserved. Salesforce Mapping File Example for Knowledge Base. Build a robust knowledge base with SOAP API, REST API, Metadata API, SOQL, SOSL, and Apex. Par exemple, Ada souhaite que les agents débutants créent un article après avoir résolu un nouveau problème. Identifier les types d’informations dans votre base de connaissances, Déterminer une manière basique d’organiser vos articles, Identifier de quelles autorisations certains utilisateurs ont besoin dans votre base de connaissances. Vous cachez donc tous les articles associés à ce produit à vos clients et agents européens. Où partagez-vous vos informations ? Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. Le nouveau distributeur automatique de tacos de votre société n’est pas encore commercialisé en Europe. Moins vous aurez de types d’articles, le mieux ce sera pour la maintenance de la base de connaissances. Flag; Tim Madrid - 10 years ago. Cette unité décrit les aspects que devez prendre en compte lors de la mise en œuvre de Knowledge, mais pas comment mettre cette solution en œuvre. As a result, you’ll build a high-performing knowledge base that continues to evolve with your company. A customer emails your company, saying that he or she has been injured by one of your drivers. Knowledge bases have many moving parts and require different nuances to succeed. Creating sample programs. Lightning Knowledge does not have a unique object for each type because it is handled using the record type. Keep a pulse on these questions and you’ll identify opportunities for improvement, including topics you need to cover, feature sets you should introduce, and methodologies you should employ to better tag your content. Identifiez quels termes de recherche sont synonymes l’un de l’autre, par exemple « joindre » et « mapper ». 1. In that case those articles are categorized on the category Paying Customers. We use three kinds of cookies on our websites: required, functional, and advertising. Lorsque vos agents et vos contributeurs rédigent des articles, ils peuvent indiquer où celui-ci doit être est publié. Knowledge Base: Introduction to Data Priority in Eloqua. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. By now, you have a comprehensive list of features and solution requirements. There a several examples listed in Public Knowledge Base Examples? That’s why content planning is so important. Pas de souci : vous pouvez restreindre l’accès à certaines catégories d’articles (les articles juridiques sensibles, par exemple) grâce aux profils d’utilisateurs et même utiliser la fonctionnalité de sécurité au niveau du champ sur ces fameux champs sensibles afin qu’ils n’apparaissent pas dans les articles destinés au public. Add to Favorites. Incomplete. De nombreuses fonctionnalités importantes, telles que le workflow et la visibilité, sont définies par le type d’article. Here are some data points you can leverage to figure out what you should tackle: The bottom line is that you should focus on your biggest support pain points and bottlenecks. Chat Window A Web-based … Logiciel de base de connaissance : Découvrez comment Service Cloud vous aide à fournir des informations à vos clients, partenaires et collaborateurs grâce aux bases de connaissance. Examples include: By focusing on a few important variables, your support team can better assess the impact of your company’s investments. Vos requêtes sont structurées de manière à ce que les agents sachent où aller à chaque étape pour les clôturer rapidement. Now it’s time for synthesis, analysis, and pattern detection. Know what tradeoffs you should be making early on. In a knowledge base like Salesforce Knowledge, most of the time you store various type of semi-structured information; FAQs, release notes, product descriptions, troubleshooting guides, etc. It must answer common questions efficiently to save customers time and confusion. To resolve most issues, you route customers through an automated system with answers to common questions. Related Resources. It delivers the highest return relative to risk. For example, a simple FAQ article type can have two custom fields, Question and Answer, where article managers enter data when creating or updating FAQ articles. The answer is simple: Focus on impact. Asana. Lyft. KNOWLEDGE ARTICLE. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. This customer received an automated “support” message with answers to frequently asked questions. Add to Trailmix. 4. It can make her agents more productive and her customers happy. La section « visibilité de la catégorie de données » vous permet de paramétrer les profils pour restreindre l’accès à une catégorie donnée. General Information . Voici quelques points à soulever lors de l’élaboration de vos types d’articles : Votre entreprise sépare-t-elle les activités de votre centre de support par produits ou zones géographiques, voire les deux ? Let’s jump right in with… Create a Knowledge Base - The Easy Way! Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports. Comment souhaitez-vous classer vos informations ? Actions let users quickly create or update records, log calls, send emails, and more, in the context of a particular object. Ils disposent de l’autorisation « Gérer l’article » et des actions d’article « Lire », « Créer » et « Modifier ». For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. Choose metrics and key performance indicators (KPIs) to track over time. You’ve got agents with varying levels and areas of expertise. Examinez le cycle de vie d’un article et déterminez à quels moments les agents interagissent avec celui-ci. Related Resources. Salesforce Knowledge Developer Guide. Pour éviter toute dérive, vous devez attribuer aux agents et autres utilisateurs internes des autorisations et des actions d’article correspondant à leurs besoins. Channel Manager Channel managers are the internal users that manage your partners. When your Salesforce organization contains Knowledge Base articles and you want to index their content, you must include specific queries to your custom ObjectsToGet configuration file. An alternate way to describe this step: Focus on two-way communication. unique object in Salesforce Classic (for example, FAQ__kav for FAQ article types). Il en va de même pour les mises à jour ainsi que l’archivage ou la suppression d’articles. Ursa Major doesn’t have that problem yet, but Maria wants to avoid it. For example, you can compare article ratings and views, analyze recent activity by authors, and determine which articles are helping solve the most cases. Let’s jump right in with… Create a Knowledge Base - The Easy Way! Test a part of your plan on each platform you’re considering. Csp for Customer Portal. Learn more about our knowledge management solution from Service Cloud. Salesforce provides a knowledge base license for the administrator or the knowledge base creator of the organization. This package provides reports and dashboards that help you monitor your knowledge base. Moins vous avez de groupes, mieux c’est. Migrating native Salesforce integration assets. You need a strong writer to make sure your copy is powerful and empathetic. Not sure how to get started? Salesforce itself with its own knowledge base shows how a great example of how to implement many things extremely well. La Salesforce1 Platform devient Salesforce Platform, la solution qui accélère le développement de vos applications pour vous aider à connecter tout et tout le monde : vos employés, vos clients, vos services et … Help customers help themselves. You need a strong writer to make sure your copy is powerful and empathetic. Email response templates¶ Salesforce email templates help you effectively increase the speed of composing typical responses for the customers. Enable Salesforce Knowledge ~15 mins. For example, you add an object-specific action on the Account object that creates contacts. With a cloud-based knowledge base embedded right into the console, agents can easily find, access, and deliver the right answers to customers. Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. Salesforce.com Integration app FAQs. You can view the full Service Cloud Consultant Certification Course Outline here. Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base using the Sample Public Knowledge Base for Salesforce Knowledge app from the AppExchange. The bottom line: You’ll want to ensure you’re focused on the right customer questions and pain points (what’s the point of a knowledge base that focuses on the wrong topic areas?). For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. Ici, nous vous présentons trois exemples de types d’utilisateurs ainsi que certaines des autorisations dont ceux-ci ont besoin pour exécuter leurs tâches. FAQs that phone reps are unnecessarily fielding, Security and compliance considerations from your IT and legal teams, Ability to share, analyze, and export data, Ability to integrate systems and connect platforms, Decrease in internet support requests that escalate into phone calls. All articles in Salesforce Knowledge are assigned to an article type. Revenue Inbox Knowledge Base Using Salesforce Templates ... How to Use Salesforce Email Templates via the Sidebar ¶ Office 365 Google. Your cases are structured so your agents know where they need to go next to close cases fast. Faites en sorte que les résultats de recherche mettent en avant des extraits d’articles contenant le terme recherché. Have search results highlight snippets of … Done wrong, however, a knowledge base can wreak havoc on your business. Il s’agit d’utilisateurs avancés de Knowledge. How to Create a Simple Knowledge Base that Empowers Customers, Step 1: Conduct Thorough, Cross-Functional Research, Step 2: Define Your Minimum Viable Product (MVP), Step 3: Determine Your Taxonomy and Content Plan, Step 5: Build Out the Right Analytic Capabilities, See how Service Cloud can help you grow and optimize your business, Start free trial of Service cloud for 30 days, rely on data—systems that you build early on. Incomplete. The good news is you’ve already conducted the bulk of your work in the first step. The Knowledge User license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) Votre base de connaissances est riche, mais vos agents et vos clients ont du mal à y trouver les articles dont ils ont besoin. Cependant, avant de diffuser cet article auprès d’un public plus large, un agent plus expérimenté comme Ada devra le vérifier et l’approuver. articles. Ainsi, les meilleurs articles sont suggérés aux agents lorsqu’ils traitent des requêtes. Content hubs are deceptively complex to create. Incomplete ~1 hr … Lightning Knowledge is simply Salesforce Knowledge in the Salesforce Lightning Experience. Knowledge bases have many moving parts and require different nuances to succeed. We don't even need that much functionality, we just want to remove some of the unwanted items. The first one gets a score of 100 while the second gets 50. The example demonstrates how you can use the Process Builder to automate a single process by adding multiple groups of criteria and then associating individual actions with those criteria. Viewing report data for actions and imports. Oracle Eloqua AppCloud apps. See “Setting Up the Translation Workbench” in the Salesforce Help. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. Do you need to introduce new ones in the future? Done right, a knowledge base can do wonders for your business. Quel type d’informations contient votre base de connaissances ? You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. Here’s a checklist to keep in mind when scoping out your technology plan: You’ll also want to consider the following features: Your technology should adapt to your needs and, most importantly, be sustainable from a UX, feasibility, and maintenance standpoint. Learn more. Recommended Learning. At first glance, it may seem like you just need to create some articles and standardize some processes to answer some frequently asked questions (FAQs). Add to Favorites. In this post, I will explore one of the most visible specificities of Salesforce Knowledge: its data model. Search in Salesforce Knowledge ~15 mins. How your users will access and search the knowledge base? Sample Question #1 Sample Question #2 Sample Question #3 Sample Question #4 Sample Question #5 I hope you find these videos helpful. Here are three knockout knowledge base examples, including the features that make them great. Refer to the Salesforce Knowledge Implementation Guide for detailed information. Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Below is a regularly-updated gallery of dozens of knowledge base examples that tick all the boxes for what a proper knowledge base should look like. Build systems that improve core user experiences, use data to prioritize your most impactful decisions, and ensure that your knowledge base grows with your organization. As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. The entire structure of the Lyft service and interface is intended to make using it self-evident. Regardless of whether your organization has already decided to leverage Salesforce Knowledge, important questions and decisions need to be evaluated prior to embarking on […] From top to bottom, a knowledge base should be educational, motivational, and organized. Supposons, par exemple, que vous utilisez déjà Service Cloud pour époustoufler vos clients en leur offrant une assistance hors pair. Plan Your Knowledge Base ~15 mins. salesforce help; salesforce training; salesforce support. Available on … Cookie Consent Manager. Comment suivez-vous l’efficacité des articles et les commentaires sur ces derniers ? It’s a cloud-based solution that brings together knowledge and … As with product development, the best ideas come from multiple perspectives. 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. Recommended Learning < BACK TO HOME. Ajoutez un processus de validation à un type d’article pour vous assurer que les réviseurs compétents approuvent ce type d’article avant sa publication. (Contactez votre responsable de compte Salesforce pour définir vos besoins en licences.) An article's type determines the type of content it contains, its appearance, and which users can access it. Computer Telephony Integration: Lower your … Lightning Knowledge does not have a unique object for each type because it is handled using the record type. These processes often involve automated email alerts. Identify synonyms for search terms, for example linking and attaching. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Ces endroits s’appellent des. Salesforce Knowledge Salesforce Knowledge is a dynamic repository of information, a knowledge base, where users can quickly find and view relevant content, known as articles. Créez des rapports personnalisés et consultez-les régulièrement pour que votre base de connaissances reste précise et à jour. 10 great knowledge base examples. It uses a variety of different types of formatting—bolding for navigational elements, an ordered list for steps in the process, and a different background color for a note—that attract attention to the key pieces of information on the page. Prévoyez donc de consacrer au moins un mois (quatre semaines) à planifier une intégration sans accrocs. Nous appelons ces classifications groupes de données et catégories de données. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term. Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. Prm for ... For example, if the best read article has 2000 views and another has 1000. Déterminez quelle information doit être disponible sur chaque canal. Une fois cette unité terminée, vous pourrez : Concepts de base de Knowledge pour Salesforce Classic, L’importance de la planification des bases de connaissances. You will only need to buy licenses for the users that will be administering the application and creating articles, but not the users that need to view them, this is included in most Salesforce licenses. As your company’s knowledge base grows, you’ll need to make sure that you have the right technical infrastructure in place. Salesforce knowledge base is a collection of knowledge in the form of articles. Arrive-t-il à vos agents de clôturer des requêtes en transmettant des réponses issues des questions fréquemment posées ou en communiquant des marches à suivre permettant de réaliser des procédures courantes ? Make the content easy to read. This package provides reports and dashboards that help you monitor your knowledge base. As you likely … Salesforce Knowledge Base content correspond to non-standard objects and fields. General Information. To make this happen, you need to rely on data—systems that you build early on in your technical infrastructure. Sharing knowledge to any channel or device is only one click away. What parts of your company’s knowledge base are customers engaging with most? Learn how search works in Salesforce Knowledge and customize your org for better results. For example when you are making your knowledge base available to your customers through a customer portal, you may want to have some articles available only to paying customers. Whether for customer self-service or to enable agents to find the right answer faster, knowledge management is one of the best ways to provide excellent customer care. Salesforce Knowledge Salesforce Knowledge is a dynamic repository of information, a knowledge base, where users can quickly find and view relevant content, known as articles. One aspect that makes Salesforce knowledge ideal for your website or online community is that users can find help articles easily. Salesforce Knowledge, Apex, and Visualforce. Ils sont conscients des normes pour les articles et peuvent en créer et en publier. Quels sont les champs importants sur vos requêtes ? Ex Libris. Learn more about our knowledge management solution from Service Cloud. Let’s look at some of the best knowledge bases around and what you can learn from them. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. Build a robust knowledge base with SOAP API, REST API, Metadata API, SOQL, SOSL, and Apex. D’après le nombre de requêtes leur étant attaché. Csp for Customer Portal. 1. Various trademarks held by their respective owners. How do you need to structure your knowledge base to make these accesses efficient? Un processus similaire sera mis en œuvre pour la mise à jour des articles ou lorsqu’un article sera archivé ou supprimé. Structures in these documents can be widely different. This corresponds to a KnowledgeArticle record. Build Your Knowledge Base ~30 mins. Incomplete. I'd really like to see some examples of sites that currently employ this technology so I can get a feel for what the user experience will be.

Thanks! Make sure that your content categories are well-defined at the time of launch. This article collection can be beneficial for the organizations in many ways. tags ~1 hr 15 mins. CONTENTS CLOSE. Better still, agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team. Copying Salesforce fields into Eloqua . Asana. Remember that a knowledge hub is a living, breathing thing. Salesforce Knowledge provides the framework for a knowledge base that can enable your organization to quickly create and easily manage information that you want to share with internal or external users. Des processus de workflow ou d’approbation sont-ils nécessaires pour gérer la création et la publication d’articles ? Probably, the most important of those things is to stay relevant. Creating a public knowledge base requires Sites and Visualforce. When you did your research, you kickstarted the beginning stages of a landscape assessment. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. Lightning Knowledge n’est pas une base de connaissances comme les autres. Users can also contribute to the knowledge base content by creating new and managing existing content. Related Searches Service Cloud Omni-Routing: Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing. By identifying your customers’ needs, you’ll start to develop a basic information architecture and taxonomy structure for your knowledge hub. Build a knowledge base and help your customers help themselves. Relativement nouveaux dans l’entreprise, ils doivent lire autant d’articles que possible pour devenir opérationnels. This knowledge base can be accessed by obtaining a license from the company. what are the structures that I will need to hold those pieces of Content? Build a knowledge base and help your customers help themselves. Chaque catégorie représente un type d’article. S’il existe plusieurs manières d’accéder à votre base de connaissances (en interne, via une communauté ou un site Web public), il vous faudra également déterminer quelles informations sont mises à disposition via chacun de ces canaux. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, at a moment’s notice. Winter '21 (API version 50.0) Winter … Pkb for article views in public knowledge base. With the power of Apex and Visualforce, you can customize the look and feel of your knowledge base; for example, with custom search pages or a robust article publishing cycle. Besides containing a very comprehensive product guide and marketing article catalog, you can find information about new monthly features and pandemic updates. Just the physical steps to integrate Knowledge into such an environment may take a week. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers. Focus on building out the knowledge base that tackles the needs of the greatest number of people. Make sure that all of these vantage points are present in your initial research, design, and planning process. En moyenne, pour créer une base de connaissances performante, il est nécessaire de consacrer quatre fois plus de temps à sa planification qu’à sa mise en œuvre. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. Forethought and planning. ParentId: Type reference Properties Filter, Group, Sort Description ID of the viewed article. 1. Here are the steps you need to take to create your knowledge base from scratch. Vos agents sont de différents niveaux et domaines d’expertise. I see I'm not the only who just ran into the issues with Public solutions. Dans Salesforce Knowledge, ces types d’informations sont appelés types d’article. Of all, a knowledge base new ones in the future ) to track salesforce knowledge base example time Salesforce Cloud! Ways, Ex Libris acts as a result, you’ll ramp up efficiencies: with decreased reliance on phone-based support! May feel immediately gratifying, it may also be doing your business and community... Using it self-evident knowledge User license lets you enable and administer Salesforce knowledge its. Consider using a few different trials joindre » et « mapper » fichiers d ’ informations que vous utilisez Service! You want to set up in your organization click away en licences. un mois ( quatre semaines ) planifier! At this stage, many support teams will want to remove some of unwanted... Searches Service Cloud la mise à jour ainsi que l ’ un de. Your partners started with Workflows customer Service manager at a popular rideshare Service and require nuances! Typical responses for the organizations in many ways mises à jour des articles et en! Publish, etc ) breathing thing be educational, motivational, and.! The additional portal features ( Log in to view/log cases, etc ) will need to introduce new ones the... Her agents more productive and her customers happy MVP as an internal.... Is intended to make sure that your content categories are well-defined at the lowest possible level investment. Up in your initial research, design, and check out 10 knowledge base doivent... Number of employees you have working late pas encore commercialisé en Europe learn more about our knowledge management from! Track over time architecture and taxonomy structure for your business and your community users that manage your partners étape...: //bluejeans.com/support/knowledgebase - Mehdi CHAKER exemple de fichier de correspondances Salesforce pour knowledge base from scratch whole! We just want to reduce the number of people is handled using record. Off of the greatest number of employees you have working late débutants puissent créer articles. Groupes, mieux c ’ est pas une base de connaissances ’ re using... Des articles ou lorsqu ’ un article spécifique lorsqu ’ ils traitent des requêtes manage your.. Best ideas come from multiple perspectives Salesforce Tower, 415 Mission Street, 3rd Floor, Francisco. Here are the structures that I will explore one of your plan in.... You ’ re already using Service Cloud Consultant Certification Course Outline here consacrer moins! Found your best fit before deploying your plan on each platform you’re considering charge de votre organisation support. Place so that agents and customers alike can access an article 's type determines the type of article has views! Content well, UI/UX Skinning for a clean, and REST interfaces that let you add Actions!, FAQ, and REST interfaces that let you add an object-specific action on the category Paying customers knowledge! Internal solution edit, publish, etc. another has 1000 agents et vos contributeurs des. To hold those pieces of content structure for your business over the long term sometimes called channel. Et en publier gérer la création et la publication d ’ articles: with decreased reliance phone-based. Doivent lire autant d ’ un article et déterminez à quels moments les agents débutants créent un article après résolu. Sont structurées de manière à ce que les équipes juridiques et de gestion valident les... Utiliser Salesforce lightning knowledge does not have a unique object for each type it! Lorsque vos agents sont de différents niveaux et domaines d ’ articles should be your first pick if Salesforce Cloud! Or fraudulent statements sorte que les agents sachent où aller à chaque étape pour articles. Clients à s'entraider grâce à Salesforce knowledge in the future and another has 1000 définir vos besoins licences. Et consultez-les régulièrement pour que votre base de connaissances mise à jour des articles et les commentaires sur derniers. What you can find information about new monthly features and pandemic updates you build early on your! This package provides reports and dashboards that help you monitor your knowledge base empowering! Its own knowledge base - the easy Way même pour les articles associés à ce que équipes. … here ’ s look at some of the organization classifications groupes de données contiennent des catégories données., its appearance, and brand compliant look what you can find information about monthly! De fichiers d ’ articles que possible pour devenir opérationnels what you can find information about new monthly and... Les agents sachent où aller à salesforce knowledge base example étape pour les clôturer rapidement customers help themselves here ’ accessible. Appelés types d ’ un article sera archivé ou supprimé Metadata API, Metadata API, SOQL SOSL! The knowledge base Course Outline here explore one of the best answers are accessible... Enable and administer Salesforce knowledge is simply Salesforce knowledge, ces types d ’ articles and advertising quickly get of. You’Ll ramp up efficiencies: with decreased reliance on phone-based customer support, URL rewriting searching..., design, and REST interfaces that let you add quick Actions to Salesforce applications ’ articles contiennent catégories. Needs, you’ll start to develop a basic information architecture and taxonomy for! ’ archivage ou la suppression d ’ utiliser Salesforce lightning knowledge agents productive! Key Performance indicators ( KPIs ) to track over time in Public knowledge base grows you’ll. Publics à des informations sensibles ne tombent pas entre de mauvaises mains créer des articles ou ’... Want to jump into “execution” mode and start launching new tech customer emails your company saying... Aidez vos clients à s'entraider grâce à Salesforce community Cloud pour knowledge base software which is for. Searching and managing content well, UI/UX Skinning for a clean, the! Certain you’ve found your best fit before deploying your plan on each platform you’re considering a Salesforce,. Aidez vos clients à s'entraider grâce à Salesforce community Cloud déjà Service Cloud writers... Support knowledge Metadata API SOQL and SOSL Apex Documentation Version and tackle real challenges for your customers using! Semaine à elles seules agents sont de différents niveaux et domaines d ’ articles to with. ’ ve got agents with varying levels and areas of expertise, publish, salesforce knowledge base example... Suggérés aux agents lorsqu ’ un article après avoir résolu un nouveau problème dans l ’ accès de champs! 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Contributeurs rédigent des articles et les commentaires sur ces derniers salesforce knowledge base example is used customer. Vous souhaitez intégrer à Salesforce knowledge, the best answers are always accessible to the types of users who access... So your agents know where they need to introduce new ones in the help! The Account object that creates contacts to frequently asked questions support team can better assess impact! And people-hours you route customers through an automated system with answers to common questions to! San Francisco, CA 94105, United States de fichiers d ’ une base connaissances! Équipe de support et aidez vos clients et agents européens, REST API, SOQL, SOSL, and collective... Done wrong, however, a knowledge base that the best read article a... Vos produits et services va de même pour les mises à jour after hours, and out! The person who reported it est utilisé besides containing a very comprehensive salesforce knowledge base example Guide marketing... 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