Graph of financial growth global communications Binary Smart Phones and world Internet Business people press the phone to communicate in the Internet Stock chart Researching process.business Team Working Startup modern office Laptop global strategy virtual Icon.Innovation graphs Interfaces
It is common for customers and employees to have questions and confusion regarding your organization. It is your responsibility to provide them with personalized support and resolve their issues in the best way possible. The Salesforce support services help organizations streamline their support processes with the help of Salesforce Knowledge.
Salesforce knowledge is an integral part of Salesforce Service Cloud. It is essentially a knowledge management system that helps organizations in storing all relevant information about the company and the services they provide on a centralized platform.
Salesforce Knowledge allows companies to build an extensive enterprise knowledge base that can be utilized for providing seamless Salesforce support to customers and employees. This helps you in storing all necessary information in the form of articles, FAQs, blogs, videos, and other helpful content formats. Salesforce Knowledge allows your customers and employees to obtain answers to their questions and helps your support agents to provide personalized support.
Salesforce Knowledge helps you in providing streamlined support across multiple channels, including web, mobile, email, and social media. It provides you with utmost control over what content is published where and who is authorized to access the same. Join the Salesforce course to learn more in detail about Salesforce.
Here are some of the key features of Salesforce knowledge that you must know before implementing the same within your organization:
It is important for an organization to make the most of its knowledge base by optimizing it according to the needs of its customers/employees. Here are some of the best practices for using Salesforce Knowledge to provide extensive support to your customers and employees:
It is ever advisable to store articles randomly within your enterprise knowledge base. Always make sure that you put all your Salesforce Knowledge articles in specific categories to make it easier for the customers and support agents to find them. This helps your support team provide faster and more efficient assistance to your customers/employees.
Also, make sure that you set up specific rules and guidelines for the publishers about defining or categorizing articles effectively.
Along with defining the support articles, it is important for an organization to define its target audience for all the articles added to Salesforce Knowledge. This allows your system to provide the right material to the right customers/employees and personalize the support provided to them.
You can define your target audience and set up categories based on job profiles, experience levels, and other relevant parameters.
Your support would lose all its value if you provide your customers/employees with articles that are outdated. It is advisable to keep all your articles updated and edited to stay in sync with the current trends and technological advancements.
With the help of Salesforce Knowledge, you can edit the content of your articles offline and online to facilitate planned as well as unplanned editing of information. Keeping your knowledge base updated would help you in increasing the relevance of support provided to your customers or employees.
The enterprise knowledge base of an organization often contains resources and information that is sensitive in nature. Always make sure that you monitor user access and permissions when it comes to utilizing this valuable information.
Salesforce allows you to provide access to specific employees to view and edit the contents of your knowledge base. Make sure you maintain the security of the platform by giving access to authorized personnel only.
Allowing feedback on your support articles helps you and your team in ascertaining how effective your articles have been in providing support to your customers or employees. It is always advisable to have a feedback option for your customers to express their views and make honest suggestions about the relevance of your articles.
Based on the feedback received, the senior management can take important decisions on reinforcing the aspects that work and improve on the weak aspects of your support services.
A single Google search will provide you with several alternatives for obtaining knowledge management solutions. It is important to go with the option that best suits your needs and provides streamlined support to your customers or employees.
Salesforce Knowledge helps you in automating your support processes and provides you with advanced tools with simple functionalities. It helps you understand the context of the questions asked by your customers, scan your knowledge base, and come up with solutions that are tailored for the concerned customers.
With Salesforce Knowledge, you can personalize your support processes for satisfactory results. Organizations having implemented Salesforce Knowledge often consider its services to be high on user satisfaction and value for money. The Salesforce user license is affordable for organizations operating at all scales and belonging to all major industries across the board.
Combining support services with a CRM platform helps you centralized a number of processes and helps you leverage the support provided to your customers and employees.
These were some of the best practices you should follow if you are willing to implement Salesforce Knowledge within your organization. It is advisable that you make this switch to increase the productivity of your support agents and provide state-of-the-art support to your customers over multiple channels.
It only seems like yesterday when people were ordering VHS, CDs, and DVDs from their… Read More
Large, small, and mid-sized businesses are continuously looking for better ways to improve their online… Read More
Are you ready to transform lives? As a rehab marketer, you hold the power to… Read More
VLSI (Very Large Scale Integration) technology is at the core of modern electronics, enabling the… Read More
Planning for the future can be challenging, but with the right strategy, you can steadily… Read More
Work distractions are estimated to cost U.S. businesses around $650 billion annually. Unlike in an… Read More