Multilingual Knowledge

img_lb_ChatterCentral

Translate knowledge articles into multiple languages so customers and support agents can find content in their preferred language. Translating articles into multiple languages can lower support costs while improving customer satisfaction for your global community.

Suggested Knowledge

img_lb_ChatterCentral

Now it’s even easier to solve cases with contextual knowledge built in to the Service Cloud Console. Within the case record screen, users see a sidebar that displays titles of Salesforce knowledge articles that may solve the case they’re working on. Salesforce automatically searches and returns articles from the knowledge base that match any of the words typed in the subject of a case.

Knowledge Article Number

img_lb_ChatterCentral

In Spring ’11, all articles within Salesforce knowledge are automatically assigned a unique article number so users can better identify, search, and report on articles within the knowledge base.

Case Milestone Validation Rules

img_lb_ChatterCentral

Add validation rules to case milestones, so when agents update a milestone, it must meet certain criteria you specify before they can save it. For example, you can create a validation rule that ensures users select milestone completion dates that occur after case creation dates.

Global Search for Service Cloud Console

img_lb_ChatterCentral

The Service Cloud Console is designed for users in fast-paced service environments who need to find, update, and create records quickly. With Spring ’11, Global Search is the sole search tool for the console and searches more record types, including articles, products, feeds, files, groups, and people.