Learn more about our knowledge management solution from Service Cloud. You’ve got agents with varying levels and areas of expertise. 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! Knowledge Basics for Salesforce Classic. In other words, you’ll want to set up systems that can grow with your business over the long term. Avez-vous besoin de restreindre l’accès de certains publics à des informations en particulier ? Make Better Decisions with Analytics ~20 mins . 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 … To the best extent possible, you’ll want to define the following: To better organize your content and make it more accessible on your website. 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. What content will go into the knowledge base? 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. We don't even need that much functionality, we just want to remove some of the unwanted items. Examine how your customers are using your company’s knowledge base. This corresponds to a KnowledgeArticle record. Help customers help themselves. Salesforce.com Integration app FAQs. Add to Trailmix. Audience Channel An audience, sometimes called a channel, refers to the types of users who can access an article. En plus des catégories de données, Salesforce Knowledge fournit de nombreux autres outils pour améliorer votre expérience de recherche, comme les synonymes, les éléments mis en avant et les extraits, ainsi que les termes de recherche promus. articles. Chat Window A Web-based … Salesforce Knowledge should be your first pick if Salesforce Service Cloud is your primary support operations tool. Créez des rapports personnalisés et consultez-les régulièrement pour que votre base de connaissances reste précise et à jour. 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. You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Pkb for article views in public knowledge base. These processes often involve automated email alerts. Overview SOAP API REST API Invocable Actions Manage Knowledge Support Knowledge Metadata API SOQL and SOSL Apex Documentation Version. This package provides reports and dashboards that help you monitor your knowledge base. 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. Lorsque votre organisation Salesforce contient des articles de Knowledge Base et vous souhaitez indexer leur contenu, vous devez inclure des correspondances supplémentaires pour les types de contenu Knowledge. As a result, you’ll build a high-performing knowledge base that continues to evolve with your company. Salesforce Mapping File Example for Knowledge Base. Remember that a knowledge hub is a living, breathing thing. Incomplete. 4. The first one gets a score of 100 while the second gets 50. 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. Knowledge Base: Introduction to Data Priority in Eloqua. Add to Favorites. As with product development, the best ideas come from multiple perspectives. Incomplete. Cisco: http://ciscocert.force.com/english/MainPage; Sparrow Broadcasting: http://marchex.force.com/reputationmanagement/knowledgeHome http://gumtree.force.com/Help - Francois Lopitaux. Available on … Déterminez quelle information doit être disponible sur chaque canal. Répartition des rôles relatifs à votre base de connaissances, Élaboration de votre base de connaissances Knowledge dans Salesforce Classic, Planification de votre base de connaissances. Ils disposent de l’autorisation « Gérer l’article » et actions d’articles « Lire », « Créer », « Modifier » et « Supprimer ». En tant qu’administratrice Salesforce, Maria a hâte d’utiliser Salesforce Lightning Knowledge. Incomplete . 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. A knowledge base is a repository of all the possible information a certain “type” of user might need to use your product or service. ParentId: Type reference Properties Filter, Group, Sort Description ID of the viewed article. En plus d’avoir les mêmes possibilités que les contributeurs, les responsables savent également quand retirer des articles, voire les supprimer complètement. 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. (Contactez votre responsable de compte Salesforce pour définir vos besoins en licences.) A lot of the time, a knowledge base is the first point of contact your customer has before contacting someone, so a delightful experience can certainly win them over to using the knowledge base as opposed to contacting someone. Examinez le cycle de vie d’un article et déterminez à quels moments les agents interagissent avec celui-ci. Assurez-vous que vos types d’articles contiennent des champs correspondants. Vos agents ont des expériences et des expertises variées autour de vos produits et services. A knowledge base requires rigorous structure and planning. 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. An article's type determines the type of content it contains, its appearance, and which users can access it. Un processus similaire sera mis en œuvre pour la mise à jour des articles ou lorsqu’un article sera archivé ou supprimé. The good news is you’ve already conducted the bulk of your work in the first step. Choose metrics and key performance indicators (KPIs) to track over time. Nous appelons ces classifications groupes de données et catégories de données. Ici, nous vous présentons trois exemples de types d’utilisateurs ainsi que certaines des autorisations dont ceux-ci ont besoin pour exécuter leurs tâches. Done right, a knowledge base can do wonders for your business. 1. If you’re truly gridlocked with your decision, consider using a few different trials. Better still, agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team. Knowledge bases have many moving parts and require different nuances to succeed. Email response templates¶ Salesforce email templates help you effectively increase the speed of composing typical responses for the customers. CONTENTS CLOSE. Done wrong, however, a knowledge base can wreak havoc on your business. 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. We use three kinds of cookies on our websites: required, functional, and advertising. Related Searches Service Cloud Omni-Routing: Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing. In addition, some actions are available with the Process Builder that you can’t … Vos agents sont de différents niveaux et domaines d’expertise. There a several examples listed in Public Knowledge Base Examples? Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. Focus on building out the knowledge base that tackles the needs of the greatest number of people. You need a strong writer to make sure your copy is powerful and empathetic. Comment organisez-vous vos informations ? Recommended Learning. Another example of Knowledge base is Salesforce Knowledge base software which is used for Customer relationship management (CRM). Ex Libris. Salesforce Knowledge Base content correspond to non-standard objects and fields. By identifying your customers’ needs, you’ll start to develop a basic information architecture and taxonomy structure for your knowledge hub. 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. Par exemple, Ada souhaite que les agents débutants créent un article après avoir résolu un nouveau problème. tags ~1 hr 15 mins. This article collection can be beneficial for the organizations in many ways. 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. La catégorisation de vos articles permet à vos agents et utilisateurs de trouver rapidement ce dont ils ont besoin et d’exploiter la force de votre base de connaissances. Identify synonyms for search terms, for example linking and attaching. Disposez-vous déjà d’une base de connaissances ou de documentation à importer ? Avez-vous besoin de faciliter les recherches ? The concept of an MVP is one you should apply to your knowledge base as well. Learn how search works in Salesforce Knowledge and customize your org for better results. Choose the Best Search Options ~15 mins. 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. Action API provides APEX, SOAP, and REST interfaces that let you add quick actions to Salesforce applications. It’s after hours, and you want to reduce the number of employees you have working late. 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. Il s’agit d’utilisateurs avancés de Knowledge. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. When you did your research, you kickstarted the beginning stages of a landscape assessment. Cookie Consent Manager. Build a robust knowledge base with SOAP API, REST API, Metadata API, SOQL, SOSL, and Apex. Faites s’afficher en premier un article spécifique lorsqu’un terme de recherche donné est utilisé. The Knowledge User license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) Dans Salesforce Knowledge, ces types d’informations sont appelés types d’article. Lorsque vos agents et vos contributeurs rédigent des articles, ils peuvent indiquer où celui-ci doit être est publié. Related Resources. Every step you’ve taken has led you to this point. How are internal site search patterns changing over time? Examples include: By focusing on a few important variables, your support team can better assess the impact of your company’s investments. 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. Computer Telephony Integration: Lower your … Salesforce provides a knowledge base license for the administrator or the knowledge base creator of the organization. Regardless of whether your organization has already decided to leverage Salesforce Knowledge, important questions and decisions need to be evaluated prior to embarking on […] 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. Pkb for article views in public knowledge base. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. How do you need to structure your knowledge base to make these accesses efficient? We are proposing to use this feature but without the additional portal features (Log in to view/log cases, etc). For example, you can compare article ratings and views, analyze recent activity by authors, and determine which articles are helping solve the most cases. This software stores, customer contact information like names, addresses, and phone numbers, as well as keeps track of customer activity like … Not sure how to get started? Audience Channel An audience, sometimes called a channel, refers to the types of users who can access an article. 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. Forethought and planning. Computer Telephony Integration: Lower your … 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. To help us process your request as quickly as possible, please fill out the form below describing the situation. 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. Prm for ... For example, if the best read article has 2000 views and another has 1000. Plan Your Knowledge Base ~15 mins. 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. Entrepreneur and author of The Lean Startup Eric Ries came up with the term back in 2009 to describe the concept of a prototype that accomplishes two goals: It’s a powerful idea that’s helped companies as diverse as GE and ProductHunt bring new products to market faster. Even the federal government is using MVPs to solve its most complex, pressing problems. Vous disposez de fichiers d’informations que vous souhaitez intégrer à Salesforce Knowledge. This corresponds to a KnowledgeArticle record. Csp for Customer Portal. Bien sûr, elle centralise les informations afin qu’elles soient accessibles par les agents et les clients (en fonction des autorisations). The first one gets a score of 100 while the second gets 50. Exemple de fichier de correspondances Salesforce pour Knowledge Base. Now it’s time for synthesis, analysis, and pattern detection. Oracle Eloqua AppCloud apps. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. Lyft. Incomplete. At first, you might only need to give the Knowledge User license to one user to create articles because all your internal uses can read articles without the special license. Here are three knockout knowledge base examples, including the features that make them great. Comment suivez-vous l’efficacité des articles et les commentaires sur ces derniers ? Les étapes physiques pour intégrer Knowledge dans un tel environnement peuvent prendre une semaine à elles seules. Creating step actions. All articles in Salesforce Knowledge are assigned to an article type. 10 great knowledge base examples. Learn more. Salesforce.com, inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. The internal users that manage your partners of how to create pattern recognition algorithms to emulate a true human-like! Lyft probably has one of your company’s knowledge base software which is used for customer relationship (! Create pattern recognition algorithms to emulate a true, human-like experience fonctionnalités importantes, telles que le workflow la. Launching your earliest Version of your company’s knowledge base //marchex.force.com/reputationmanagement/knowledgeHome http: //gumtree.force.com/Help - Francois Lopitaux to up... 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