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Knowledge
Salesforce CRM’s knowledge base serves up the right answer the first time, across every channel. Help your agents work smarter. Give your customers the ability to find answers online, 24x7. Even capture knowledge from social channels. And better yet, you’ve got the tools you need to change and improve your knowledge over time.
Provide just the right answer for the right customer
Patented dimensions technology isolates answers for each customer based on what is relevant. That means faster, easier searches and speedier case resolution.
Capture and share knowledge, anywhere
Deliver accurate answers from a single knowledge base across every channel: your contact center, your self-service Web site, the public Internet, and your partner network.
Keep your knowledge secure and up-to-date
Make sure your knowledge is always accurate and up to date with best practice-based workflow processes for publishing and approval. Set up a security model that matches your business so only the right people have access to the right information.
Deliver answers in any format
Go beyond simple text: Rich content, including graphics and videos, deliver more value to customers and agents. Knowledge trees help drive to the right answer for even the most complex issues.
Keep tabs on the knowledge your customers need
Better manage your knowledge with metrics specifically designed to ensure you and your customers are getting the right answers right away. Understand what gets used, identify trends, and spot knowledge gaps.