Salesforce Knowledge – A Step By Step Guide to Getting Started

Salesforce Knowledge - A Step By Step Guide To Getting Started

With Salesforce Knowledge, you can give your service agents, customers, partners and website visitors the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed.

By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions. Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud and is available for an additonal cost in other editions

It is based on Knowledge-Centered Service (KCS) methodology. It is KCS v6 verified. Maintaining a Knowledge base is a continuous process. It involves stages such as Capture, Structure, Reuse and Improve.