What is Salesforce knowledge base?

Table of Contents

Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.

Does Salesforce offer a knowledge base?

Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. 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.

How much does Salesforce knowledge cost?

The entry-level Salesforce CRM Essentials costs $25 per user/month.

How do I create a knowledge base in Salesforce?

Set Up Knowledge with a Guided Flow

From the Setup menu (
To open the Lightning Knowledge Setup flow, click the Knowledge Setup tile.
Click Start.
In the search box, enter a Lightning Knowledge Author.
Select the author and click Next.
Enter your data group and data categories and click Next.
Click Finish.

What license is needed for Salesforce knowledge?

The current licensing for the Knowledge Base requires that Standard SFDC users (Employees) must have a Knowledge User license provisioned to them to even view Knowledge Articles whereas portal users (both partner and customer) do not.

Is Salesforce knowledge a CMS?

Salesforce Content Management is a hybrid CMS, meaning it has a user-friendly front-end to help marketers create content and extend it to any Salesforce touchpoint – such as a commerce site, marketing email, or experience portal.

What is the difference between Salesforce Knowledge and solutions?

Knowledge allows for article segmentation and categorization with data categories. With Solutions, you can’t expose different Knowledge articles to your internal team than you do to your customers. Knowledge search and integration with cases is more advanced and leads to quicker case resolution.

What is the difference between Salesforce knowledge and solutions?

What are two features of Knowledge Salesforce?

One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups. These are two major functions — article organization and article access. Data Categories allow you to organize your article content in a hierarchical way.

How can I improve my knowledge base?

Here are five ways you can create an effective knowledge base.

Make it easy to find. User-friendliness should be at the top of your priority list as you develop your knowledge base.
Fully stock it.
Match common requests.
Use visuals.
Monitor searches.

What are the benefits of knowledge base?

Check them out:

A good knowledge base keeps your customers happy.
A good knowledge base increases customer retention.
You deliver more consistent customer support.
Manage your customers’ problems in a proactive manner.
A knowledge base can help you reduce phone calls.
It helps you become an authority in your niche.