Salesforce Knowledge is an effective knowledge management system that uses articles to help solve problems or answer questions from external customers as well as internal employees. … The knowledge user can grant read access to guest users to read articles.
What is a Knowledge Base Sales Force?
A knowledge base is simply a collection of articles containing relevant information about your products and services to encourage a self-service model for your customers to solve their own questions, resulting in case redirection (and therefore hiring fewer service agents and increases customer satisfaction). ).
What is Salesforce Knowledge Capacity?
Knowledge allows an organization to share articles with users of the partner portal. Knowledge uses data categories and roles to make articles visible to specific users.
What are the two characteristics of knowledge in Salesforce?
Data categories and data category groups are a core feature of Salesforce Knowledge. These are two main features – item organization and item access.
What is a knowledge object in Salesforce?
The Knowledge object model differs slightly from other areas of functionality because we expose a set of abstract Salesforce objects that are not used directly when creating articles. These abstract objects then contain concrete derivations that you will actually use when creating articles.
What are the two characteristics of knowledge?
Several properties of knowledge have been described:
- Knowledge is contextual and can be reused.
- Use of gained knowledge only when applied.
- Things to know may change over time.
- Knowledge needs to be renewed or maintained.
- Transferring, capturing and disseminating knowledge can be difficult.
How much does Salesforce Knowledge cost?
Salesforce Knowledge Pricing Plans: The read-only version is included with the Lightning Professional plan ($75/user/month) and Lightning Enterprise plan ($150/user/month), but there is an additional cost if you sign up for the Read/write version of decide knowledge on both levels.