Quel type d’informations publiez-vous ? Salesforce Knowledge should be your first pick if Salesforce Service Cloud is your primary support operations tool. Csp for Customer Portal. Cookie Consent Manager. Done wrong, however, a knowledge base can wreak havoc on your business. Il s’agit d’utilisateurs avancés de Knowledge. Viewing report data for actions and imports. Learn more. When your Salesforce organization includes Knowledge Base articles and you want to index their content, you must include additional mappings for Knowledge content types. Examples include: By focusing on a few important variables, your support team can better assess the impact of your companyâs investments. 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: Youâre a customer service manager at a popular rideshare service. Salesforce.com Integration app FAQs. If youâre not sure where to invest your time and attention, try narrowing your attention to initiatives that will help you expedite more processes and solve customersâ pain points faster. It's ludicrous how bad the Salesforce Knowledge Base is and that Salesforce seems to have no idea how to improve it. CONTENTS CLOSE. 1. Without the right infrastructure and analytics, your companyâs knowledge base can quickly get out of control. Build your knowledge base MVP as an internal solution. Bien sûr, elle centralise les informations afin qu’elles soient accessibles par les agents et les clients (en fonction des autorisations). Salesforce.com, inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. Salesforce Knowledge, Apex, and Visualforce. 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 ? It must answer common questions efficiently to save customers time and confusion. http://bluejeans.com/support/knowledgebase - Mehdi CHAKER As your companyâs knowledge base grows, youâll need to make sure that you have the right technical infrastructure in place. Vos requêtes sont structurées de manière à ce que les agents sachent où aller à chaque étape pour les clôturer rapidement. 10 great knowledge base examples. 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. Vous cachez donc tous les articles associés à ce produit à vos clients et agents européens. Examine how your customers are using your companyâs knowledge base. To make this happen, you need to rely on dataâsystems that you build early on in your technical infrastructure. Probably, the most important of those things is to stay relevant. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term. 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. Vous pouvez créer un processus impliquant que les équipes juridiques et de gestion valident obligatoirement les articles contenant des informations sensibles. See “Setting Up the Translation Workbench” in the Salesforce Help. Faites s’afficher en premier un article spécifique lorsqu’un terme de recherche donné est utilisé. Forethought and planning. 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