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Topics#Customer ServiceFrage von Donny Reblitz
Donny Reblitz (Tech Data) fragte in #Customer Service
21. Sept. 2017, 16:13

Service Console Knowledge Articles

We have recently implemented knowledge articles through the Service Cloud console. Although there are a number of articles that have been developed, the same articles present themselves as the most relevant by default for any new case. An agent can obviously search for relevant articles but ideally we want to present relevant articles as much as posible. Does anyone have any recommendations for how best to present knowledge articles that are relevant to a case?
1 Antwort
  1. Ed Ruzol
    22. Sept. 2017, 21:17
    Hi Donny,

     

    Here is a discussions from the Knowledge group and and an article which you might find helpful:

     

    https://help.salesforce.com/articleView?id=knowledge_search_algorithm.htm&type=0

     

    https://success.salesforce.com/0D53A000035HQBW

     

    For more best practices and advice, may I also suggest joining the same group via the link below:

     

    https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001oVV

     

    Thanks!

     

     
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