Looking for a knowledge management solution that works across the Salesforce Platform? Discover Knowledge.

Stop wasting your agents’ time answering the same questions over and over again. Make the answers easy for customers to find on their own with Salesforce Knowledge. 

Get the right answers to your agents and customers. Faster.

  • Optimized article search
  • Customer article history
  • Easy to customize emails

See how our knowledge-base software helps agents answer customer questions, faster and better.


Maximise agent productivity.

With a knowledge base that's embedded right in the console, agents can deliver the right answers to customers with ease. They can even share articles to any channel or device with one click.

Help customers help themselves. Lickety-split.

Now your knowledge base will be integrated into your service website with secure customer portals, public sites, and public customer communities. Create an effortless customer experience through any device.

Streamline your knowledge management process.

Apply industry best practices and ensure the accuracy of articles with the first KCSv5 verified knowledge management and incident management solution.

Start a free trial of the world’s #1 service solution. No credit card required. No software to install.


Interested in Customer Service?

The Salesforce Learning Center introduces many basic concepts and explores key areas of interest. Explore sections on CRM, Sales, Customer Service, Marketing and more.
A handy guide to improving Customer Service.
Everything you need to know about Customer Retention.

Online knowledge bases for customers

When customers can find answers for themselves, it’s quicker and easier for them and more efficient for you, too. With Service Cloud you can create an online knowledge base to share accurate, detailed information with your customers to help them self­-serve. Knowledge base articles are indexed by major search engines, so customers can find them both on and off your website. And if the information your customer has found doesn’t quite hit the spot, intelligent recommendations for related articles provide an easy next step for them to take before they reach out to one of your agents.

There’s built-­in community support, too. Customers can connect to one another to ask questions and offer advice. Every interaction the customer makes is collected in a customer record based on their profile, so when they connect with one of your agents, the background to the case is right there on a single dashboard screen – there’s no need to repeat their question or spend time providing background details.

What does all of this mean for your business? Better customer service metrics, improved KPIs, and, most importantly, happier customers.

See how online knowledge bases and Service Cloud's other customer support tools can help you transform your company's customer service today:

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