I am curious how everyone is using the Knowledge Base within their organizations. Do you have any guidelines you can share in terms of what content you recommended to be created into Knowledge Articles v. what should not be one? Would love to hear recommendations from others on this topic.
#Knowledge Articles #Knowledge Base
Hello everyone,
I'd like to share my LinkedIn newsletter focused on innovative editorial solutions for the #Knowledge Base in multilingual business models. I'd love to hear from those of you who use the application.
Check out Salesforce Knowledge Unpacked and feel free to share your thoughts or questions in the comments.
I look forward to hearing from you!
#Forums Community
[▶️]🔴🔥🎬 New Salesforce Summer 25 Lightning Knowledge Features You Need To See!
In this video, I am sharing all the new Lightning Knowledge enhancements that came up with Summer 25 release.
In this video, I have covered:
🌟 - Getting Feedback to Improve Knowledge Base
🌟 - Improve Article Navigation with Table of Contents
@The Blog Group @* Release Readiness Trailblazers *
#Salesforce Developer #Salesforce Admin #Knowledge Article #Knowledge Base #Knowledge Management #New Releases #Release Readiness #Service Cloud
Thank you @B Super - Chupka for the comment. Welcome back. I really appreciate your feedback and going forward will incorporate those in my next videos.
Calling all Service Cloud practitioners: this webinar is for you!
Please join us 🗓️ May 6th 9:00 AM PT / 12:00 PM ET
If you need one more reason to build your knowledge base, scaling it's benefits through Agentforce is it. Join @Zachary Stauber and @Hirak Vora as they cover best practices and tips related to setting up and managing a knowledge base, including functionality relevant to Service Cloud Knowledge and helping improve Agentforce’s use of the #Knowledge Base.
Calling all Service Cloud practitioners: this webinar is for you!
Please join us 🗓️ May 6th 9:00 AM PT / 12:00 PM ET
If you need one more reason to build your knowledge base, scaling it's benefits through Agentforce is it. Join @Zachary Stauber and @Hirak Vora as they cover best practices and tips related to setting up and managing a knowledge base, including functionality relevant to Service Cloud Knowledge and helping improve Agentforce’s use of the #Knowledge Base.
Calling all Service Cloud practitioners: this webinar is for you!
Please join us 🗓️ May 6th 9:00 AM PT / 12:00 PM ET
If you need one more reason to build your knowledge base, scaling it's benefits through Agentforce is it. Join @Zachary Stauber and @Hirak Vora as they cover best practices and tips related to setting up and managing a knowledge base, including functionality relevant to Service Cloud Knowledge and helping improve Agentforce’s use of the #Knowledge Base
Calling all Service Cloud practitioners: this webinar is for you!
Please join us 🗓️ May 6th 9:00 AM PT / 12:00 PM ET
If you need one more reason to build your knowledge base, scaling it's benefits through Agentforce is it. Join @Zachary Stauber and @Hirak Vora as they cover best practices and tips related to setting up and managing a knowledge base, including functionality relevant to Service Cloud Knowledge and helping improve Agentforce’s use of the #Knowledge Base
Surely not the only one struggling with this? I am only starting the conversation a new since the last related question was in 2021 with no solution in sight. I am having the same result every time I try to Import a Knowledge Article in a .zip from Setup: "An unexpected failure during loading has caused the import to stop.". Following every step from the official help materials and from this: YouTube tutorial
. I only wish that they have showed us the final result, but I believe that they got to the same place I am getting :0). I would appreciate highly any tips on resolving this.
#Data Management #Knowledge Base #Knowledge Article #Knowledge Management
Hello!
I would love to hear tips on how you manage your knowledge base. We want to be able to run an audit easily check a box indicating which articles need to be updated, but with the knowledge fields requiring editing as a new version and later republishing in order to just check a box, it doesn't feel like a practical way to do it. I look forward to hearing your tips!
at my place we have a search engine in place. using that and SF data points we measure:
was a KB linked to a case? < data point is in SF
was a KB view on our support portal < data point in our search engine.
we then apply the following rule: if a KB was NOT linked or view on portal the last 12 months: we have a report that flags it for review: is the KB relevant? can it be archived? next we have a set of criterias we follow.
I hope this helps
Eric
Curious for everyone's opinion.
My company has a fabulous Knowledge collection, both internal/external facing.
But..... When doing a case analysis I notice we have maybe 4/5 topics that make up the majority of our cases. I know we have knowledge articles that explain in great detail what to do for these situations. (Upgrades/configuration issues)
I think there are a few things that may factor in.
1. How the articles are written, by developers not with basic end users in mind.
2. How the articles are formatted. They aren't consistent across products/articles.
3. How long they are.
Does anyone have any advice for tackling these issues?
We do not have a technical writer. I am not sure how best to format articles so that our clients actually read and understand them better. If we could get these right I am sure we could deflect a lot cases.
Or if we should be exploring short videos.
Please let me know of any suggestions, resources, ideas etc. Thank you
Hi,
We use KCS as our framework. In KCS techies write AND edit the Kbs. They are subject matter experts (SMEs) and own the content to some extent. The drafts are then reviewed by someone that is fit for a review (maybe you?) for:
- language; engineers are typically good at using language that is hard to get; double negatives etc.
- formatting standards (these may need to be defined)
- terminology (these may need to be defined)
- accuracy and relevancy: is the Kb up to date? will it actually fix the problem?
- Sanitize: does it reveal too much? is there an IP exposed? are customer names in Kb? etc.
- Can customer use and self-service the KB (if its public).
Etc.
So basically, you ll have to define standards, develop training and give training.
Then a review process needs to take place to ensure standards are met. IMHO Kbs
are never "flavor of the month" and seen more like a problem more than a solution to a problem at scale.
Once you have done the above you can move to "code as content": we have implemented that and show that 98% of the time when a coded Kb is consumed there is NO case logged.
Cheers,
Eric