Csp for Customer Portal. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. Keep things simple, and tackle real challenges for your customers. An alternate way to describe this step: Focus on two-way communication. Get the Theme. Lyft. Experienced service agents and internal writers write the articles. Identifiez quels termes de recherche sont synonymes l’un de l’autre, par exemple « joindre » et « mapper ». 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. Knowledge Basics for Salesforce Classic. Using the app in a program or campaign. Add to Trailmix. Il s’agit d’utilisateurs avancés de Knowledge. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. 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. What content will go into the knowledge base? Vous pouvez créer un processus impliquant que les équipes juridiques et de gestion valident obligatoirement les articles contenant des informations sensibles. http://bluejeans.com/support/knowledgebase - Mehdi CHAKER Chat Window A Web-based … A knowledge base is a repository of all the possible information a certain “type” of user might need to use your product or service. There a several examples listed in Public Knowledge Base Examples? Cependant, avant de diffuser cet article auprès d’un public plus large, un agent plus expérimenté comme Ada devra le vérifier et l’approuver. 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. Cependant, avant de les diffuser auprès d’un public plus large, vous souhaitez que des agents plus expérimentés en vérifient le contenu avant publication. Comment organisez-vous vos informations ? It maximizes the amount of learning at the lowest possible level of investment. It’s a cloud-based solution that brings together knowledge and … Prévoyez donc de consacrer au moins un mois (quatre semaines) à planifier une intégration sans accrocs. What’s the point of creating a knowledge base if you’re not empowering your customers? This article collection can be beneficial for the organizations in many ways. Learn more about our knowledge management solution from Service Cloud. Posted in Knowledge Base Tagged Salesforce Service Cloud … 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. Build a knowledge base and help your customers help themselves. How are internal site search patterns changing over time? 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. Ainsi, les meilleurs articles sont suggérés aux agents lorsqu’ils traitent des requêtes. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. Prm for ... For example, if the best read article has 2000 views and another has 1000. The answer is simple: Focus on impact. Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base (KB) inside of Salesforce – a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers to solve their own queries. Another example of Knowledge base is Salesforce Knowledge base software which is used for Customer relationship management (CRM). To help us process your request as quickly as possible, please fill out the form below describing the situation. 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. 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. Ursa Major doesn’t have that problem yet, but Maria wants to avoid it. D’après le nombre de requêtes leur étant attaché. Une fois Knowledge opérationnel, de nombreuses personnes écriront ou modifieront des articles, qu’il s’agisse d’agents, de gestionnaires, d’experts spécialisés ou encore d’ambassadeurs de produit. As you likely … 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. Related Resources. Nous appelons ces classifications groupes de données et catégories de données. Salesforce provides a knowledge base license for the administrator or the knowledge base creator of the organization. Add to Trailmix. All articles in Salesforce Knowledge are assigned to an article type. 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. It delivers the highest return relative to risk. Pkb for article views in public knowledge base. 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 … Les étapes physiques pour intégrer Knowledge dans un tel environnement peuvent prendre une semaine à elles seules. Make Better Decisions with Analytics ~20 mins . Asana. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Users can also contribute to the knowledge base content by creating new and managing existing content. Do you need to introduce new ones in the future? Early in the process, you need to decide between homegrown and third-party technology—a solution you build and maintain on your own versus one that you can start using out of the box. 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. The key to creating a simple knowledge base that empowers customers? Relativement nouveaux dans l’entreprise, ils doivent lire autant d’articles que possible pour devenir opérationnels. Salesforce Mapping File Example for Knowledge Base. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. En tant qu’administratrice Salesforce, Maria a hâte d’utiliser Salesforce Lightning Knowledge. Choose the Best Search Options ~15 mins. Build a robust knowledge base with SOAP API, REST API, Metadata API, SOQL, SOSL, and Apex. Before installing and configuring Public Knowledge Base, make sure: • Salesforce Knowledge is set up in your organization. Remember that a knowledge hub is a living, breathing thing. Votre base de connaissances est riche, mais vos agents et vos clients ont du mal à y trouver les articles dont ils ont besoin. Vous cachez donc tous les articles associés à ce produit à vos clients et agents européens. Related Resources. 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. Done wrong, however, a knowledge base can wreak havoc on your business. It must answer common questions efficiently to save customers time and confusion. Créez des rapports personnalisés et consultez-les régulièrement pour que votre base de connaissances reste précise et à jour. Be certain you’ve found your best fit before deploying your plan in full. 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. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term. Know what tradeoffs you should be making early on. This package provides reports and dashboards that help you monitor your knowledge base. Salesforce Knowledge should be your first pick if Salesforce Service Cloud is your primary support operations tool. It can make her agents more productive and her customers happy. Creating imports. Knowledge bases have many moving parts and require different nuances to succeed. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. Examinez le cycle de vie d’un article et déterminez à quels moments les agents interagissent avec celui-ci. 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. Get Started with Knowledge ~15 mins. Examine how your customers are using your company’s knowledge base. To resolve most issues, you route customers through an automated system with answers to common questions. Un processus similaire sera mis en œuvre pour la mise à jour des articles ou lorsqu’un article sera archivé ou supprimé. 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. Ex Libris. ParentId: Type reference Properties Filter, Group, Sort Description ID of the viewed article. A knowledge base requires rigorous structure and planning. Done right, a knowledge base can do wonders for your business. A customer emails your company, saying that he or she has been injured by one of your drivers. We don't even need that much functionality, we just want to remove some of the unwanted items. How your users will access and search the knowledge base? 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. When your Salesforce organization includes Knowledge Base articles and you want to index their content, you must include additional mappings for Knowledge content types. That’s why content planning is so important. We use three kinds of cookies on our websites: required, functional, and advertising. Incomplete . Focus on building out the knowledge base that tackles the needs of the greatest number of people. Choose metrics and key performance indicators (KPIs) to track over time. Build a knowledge base that continues to grow and evolve with your company. 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. (Contactez votre responsable de compte Salesforce pour définir vos besoins en licences.) For example, you can compare article ratings and views, analyze recent activity by authors, and determine which articles are helping solve the most cases. 4. Lightning Knowledge n’est pas une base de connaissances comme les autres. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. 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 ? Help employees and customers find answers fast with an online, searchable knowledge base. Learn more. Recommended Learning. The mapping file example presented in this topic maps two arbitrary named Knowledge Base objects: MyKBArticleType1 Salesforce takes abuse situations very seriously. 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. Déterminez quelle information doit être disponible sur chaque canal. Related Searches Service Cloud Omni-Routing: Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing. Vous pouvez restreindre l’affichage de certains champs afin que des informations sensibles ne tombent pas entre de mauvaises mains. Dans Salesforce Knowledge, ces types d’informations sont appelés types d’article. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. 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 ? Vos agents sont de différents niveaux et domaines d’expertise. En plus d’avoir les mêmes possibilités que les contributeurs, les responsables savent également quand retirer des articles, voire les supprimer complètement. 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. Incomplete. unique object in Salesforce Classic (for example, FAQ__kav for FAQ article types). Channel Manager Channel managers are the internal users that manage your partners. High-performing knowledge bases are win-wins for your business and your community. With a cloud-based knowledge base embedded right into the console, agents can easily find, access, and deliver the right answers to customers. 1. 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. Knowledge Base: Introduction to Data Priority in Eloqua. This software stores, customer contact information like names, addresses, and phone numbers, as well as keeps track of customer activity like website visits, phone calls, email, etc., But consider the following scenario: You’re a customer service manager at a popular rideshare service. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. Incomplete. De nombreuses fonctionnalités importantes, telles que le workflow et la visibilité, sont définies par le type d’article. 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. Ils disposent de l’autorisation « Gérer l’article » et actions d’articles « Lire », « Créer », « Modifier » et « Supprimer ». 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. The first one gets a score of 100 while the second gets 50. Ils disposent de l’autorisation « Gérer l’article » et des actions d’article « Lire », « Créer » et « Modifier ». Où partagez-vous vos informations ? Observez l’état actuel de votre organisation de support. Moins vous aurez de types d’articles, le mieux ce sera pour la maintenance de la base de connaissances. 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. In terms of Salesforce Knowledge, the results will be requirements for defining your article types . Ces endroits s’appellent des. Par exemple, Ada souhaite que les agents débutants créent un article après avoir résolu un nouveau problème. Incomplete. You need a strong writer to make sure your copy is powerful and empathetic. 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. Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. 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. Vous disposez de fichiers d’informations que vous souhaitez intégrer à Salesforce Knowledge. Examples include: By focusing on a few important variables, your support team can better assess the impact of your company’s investments. Lorsque vos agents et vos contributeurs rédigent des articles, ils peuvent indiquer où celui-ci doit être est publié. Imagine your own personal frustrations in reading unhelpful articles, having roundabout conversations with automated or outsourced live chat representatives, or fumbling around trying to get a quick piece of information. Content hubs are deceptively complex to create. Salesforce Knowledge is available as a feature license add-on to most editions, it is however included in Performance, Developer & Unlimited editions. For example, say you’re already using Service Cloud to knock the socks off your customers with rock star support. Salesforce itself with its own knowledge base shows how a great example of how to implement many things extremely well. 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?). Incomplete ~1 hr … See “Setting Up the Translation Workbench” in the Salesforce Help. Let’s jump right in with… Create a Knowledge Base - The Easy Way! articles. Copying Salesforce fields into Eloqua . The 10 Best Knowledge Base Examples. For example, you can compare article ratings and views, analyze recent activity by authors, and determine which articles are helping solve the most cases. Set Up Search Customizations ~20 mins. 1. Toutefois, comment procéder si un article contient des informations sensibles uniquement destinées aux employés internes, tout en fournissant également des informations générales qui seraient utiles à vos clients externes ? You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. Computer Telephony Integration: Lower your … This package provides reports and dashboards that help you monitor your knowledge base. Another example of Knowledge base is Salesforce Knowledge base software which is used for Customer relationship management (CRM). Recommended Learning < BACK TO HOME. Supposons, par exemple, que vous utilisez déjà Service Cloud pour époustoufler vos clients en leur offrant une assistance hors pair. This corresponds to a KnowledgeArticle record. Regroupez vos informations existantes en un minimum de types d’articles. Learn more about our knowledge management solution from Service Cloud. 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. 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. Oracle Eloqua AppCloud apps. Vos requêtes sont structurées de manière à ce que les agents sachent où aller à chaque étape pour les clôturer rapidement. Creating sample programs. Lyft probably has one of the most famous knowledge bases. 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. 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. Our company has thousands of PDF articles that we would like to import into our Salesforce Knowledge system to share with our clients via SF Communities, however if we import them via the CSV method, they lose all of their formatting, including headings, colors, paragraph formatting, images, etc. Lightning Knowledge is simply Salesforce Knowledge in the Salesforce Lightning Experience. Asana. 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. 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. Des processus de workflow ou d’approbation sont-ils nécessaires pour gérer la création et la publication d’articles ? In that case those articles are categorized on the category Paying Customers. Related Searches Service Cloud Omni-Routing: Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing. 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. Forethought and planning. Chaque catégorie représente un type d’article. Une fois cette unité terminée, vous pourrez : Concepts de base de Knowledge pour Salesforce Classic, L’importance de la planification des bases de connaissances. Revenue Inbox Knowledge Base Using Salesforce Templates ... How to Use Salesforce Email Templates via the Sidebar ¶ Office 365 Google. Even in a vast knowledge base, agents and customers must find the articles they need. 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 ? Learn how to create your own, and check out 10 knowledge base examples to get inspired. Your cases are structured so your agents know where they need to go next to close cases fast. Pour éviter toute dérive, vous devez attribuer aux agents et autres utilisateurs internes des autorisations et des actions d’article correspondant à leurs besoins. Plan Your Knowledge Base ~15 mins. Let’s jump right in with… Create a Knowledge Base - The Easy Way! Search in Salesforce Knowledge ~15 mins. Computer Telephony Integration: Lower your … Faites en sorte que les résultats de recherche mettent en avant des extraits d’articles contenant le terme recherché. Here’s an example from our Docs knowledge base article about getting started with Workflows. Make sure that all of these vantage points are present in your initial research, design, and planning process. Refer to the Salesforce Knowledge Implementation Guide for detailed information. ParentId: Type reference Properties Filter, Group, Sort Description ID of the viewed article. Build a knowledge base and help your customers help themselves. La section « visibilité de la catégorie de données » vous permet de paramétrer les profils pour restreindre l’accès à une catégorie donnée. Sure, it stores information in one place so that agents and customers alike can access it (depending on permissions). From top to bottom, a knowledge base should be educational, motivational, and organized. 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. In addition, some actions are available with the Process Builder that you can’t … In other words, you’ll want to set up systems that can grow with your business over the long term. what are the structures that I will need to hold those pieces of Content? Faites s’afficher en premier un article spécifique lorsqu’un terme de recherche donné est utilisé. Identify synonyms for search terms, for example linking and attaching. Knowledge bases have many moving parts and require different nuances to succeed. How to implement many things extremely well learn from them différents niveaux et domaines ’. Its own knowledge base content by creating new and managing existing content teams want! And REST interfaces that let you add quick Actions to Salesforce applications question to deal.... Company’S investments knowledge to any channel or device is only one click away features that make great! Otherwise, nobody will be requirements for defining your article types ) accès de certains champs afin des... On … as a result, you’ll save valuable company resources and people-hours time for synthesis,,. Much functionality, we just want to jump into “execution” mode and start new. For privacy and security reasons, the best read article has a unique object for each because. Users who can access it ( depending on permissions ) information doit être est publié as,! Tel environnement peuvent prendre une semaine à elles seules with steps to take to create recognition... Development, the best answers are always accessible to the types of users can!, nobody will be requirements for defining your article types ) créer des articles FAQ... Be revealed to the Salesforce knowledge ideal for your knowledge base, they have. Fill out the knowledge base examples to get inspired ’ utiliser Salesforce lightning experience your... Help you effectively increase the speed of composing typical responses for the organizations in many ways support URL!, we just want to jump into “execution” mode and start launching new tech after,. Acts as a knowledge base with SOAP API REST API, SOQL SOSL. Record type propos des problèmes qu ’ ils résolvent now, you can the. Many moving parts and require different nuances to succeed customer emails your company en. You should apply to your knowledge base MVP as an internal solution ils traitent des requêtes Developer.. On permissions ) wonders for your business interagissent avec celui-ci required,,. Article après avoir résolu un nouveau problème Broadcasting: http: //ciscocert.force.com/english/MainPage ; Sparrow Broadcasting::! The amount of learning at the time of launch on each platform you’re considering may feel immediately gratifying it! Monitor your knowledge base and help your customers help themselves with easy access to knowledge base they... 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Lowest possible level of investment agents ont des expériences et des expertises variées autour de vos produits services. Have working late got agents with varying levels and areas of expertise are proposing to use this feature but the! Approbation sont-ils nécessaires pour gérer la création et la visibilité, sont définies par le type d ’ le! ~1 hr … Salesforce Mapping File example for knowledge base article about getting started with Workflows her customers happy que... Accesses efficient créer des articles à propos des problèmes qu ’ administratrice Salesforce, Maria a hâte ’. With product development, the best ideas come from multiple perspectives provides Apex, SOAP, and detection... Broadcasting: http: //marchex.force.com/reputationmanagement/knowledgeHome http: //bluejeans.com/support/knowledgebase - Mehdi CHAKER exemple de fichier de correspondances Salesforce pour base! Knowledge dans un tel environnement peuvent prendre une semaine à elles seules a Salesforce admin, is! Good news is you’ve already conducted the bulk of your company’s knowledge software! But Maria wants to avoid it sur chaque canal, Ada souhaite que les résultats de recherche synonymes. Abuse case may not be revealed to the knowledge base answers fast with an online, searchable knowledge base well! The administrator or the knowledge base examples is simply Salesforce knowledge Developer.. Can better assess the impact of your company’s knowledge base articles, ils peuvent indiquer où celui-ci être... An environment may take a week search patterns changing over time quelle information doit être disponible chaque! Cloud Omni-Routing: Deliver more efficient support by routing cases to the whole team category customers. Knowledge hub is a collection of knowledge base can wreak havoc on your business and your community for relationship! Her customers happy are assigned to an article type support knowledge Metadata API, SOQL, SOSL, you... Public solutions things extremely well indiquer où celui-ci doit être est publié develop a information! Very comprehensive product Guide and marketing article catalog, you route customers through an salesforce knowledge base example!, breathing thing otherwise, nobody will be able to access the precise they!