Knowledge Management

Every Agent Can Be an Expert

Think about all the information and expertise everyone in your organization possesses. With Salesforce, you can build a central repository of all that valuable information so that your customer service agents—and your customers—have tried-and-true solutions at their fingertips when they need them. The result is greater service quality and consistency.

Knowledge Base

With Salesforce, it’s easy to capture, review, catalog, and access information, so agents can find what they need when they need it. Knowledge base features include:

  • A solution encyclopedia that stores relevant information so agents can resolve cases quickly and accurately. Customers get higher quality service, and companies achieve both cost savings and improved efficiency.
  • A private and public knowledge base that allows easy sharing of company expertise directly with customers via an online channel. Publish the entire knowledge base—or portions of it—to your Web site so customers can get questions answered without agent assistance.
  • Browsing and searching capabilities that categorize solutions in a way that makes sense for your organization. Powerful search capabilities help agents and customers get to the right solutions quickly, so even new agents can quickly resolve customer issues.
  • Solution administration that ensures the quality of information in the knowledge base by using a multilevel solution review process. It's simple for anyone to create solutions, but only authorized users can review and publish them.
  • Solution workflow that supports custom workflow rules and automates knowledge base management. Alerts and automatic task assignments notify appropriate solution administrators when prompt action is required.
  • Multilingual solutions enable global service teams to support customers in local languages. Each geography can write (or translate) and maintain solutions for common service issues so that customers get consistent service no matter what language they speak.

Suggested Solutions

When self-service users file support cases, Salesforce can automatically present related solutions to help solve their issues immediately. Suggested solutions also help agents more quickly find solutions, so even new agents can quickly resolve issues like old pros.

Solution Ratings

Monitor the effectiveness of your knowledge base with powerful analytical tools and by soliciting feedback from customers as they access solutions.

FAQ

An excellent way to reduce repetitive work is by making commonly needed information available in an easily accessible forum. With just a few clicks, Salesforce allows you to create and post FAQs—e ither for your internal team or your customers.