Learn about Salesforce Knowledge Setup and customization and how to solve Customer cases using knowledge articles
This course is a comprehensive and fast-paced training program designed to help Salesforce professionals learn how to set up, customize, and use Salesforce Knowledge. The course covers a range of knowledge-related topics, with a focus on the essential ones: setting up and configuring a knowledge base, customizing the look and feel of articles, and using knowledge articles to solve customer cases.
What you’ll learn
- Setup : For Salesforce Lightning Knowledge.
- configuration and customization : For Salesforce Lightning Knowledge.
- Setting access : to lightning knowledge.
- Data Setup : For lightning knowledge.
- Knowledge article management.
- Knowledge organisation : data category groups.
- Case solving : using lightning knowledge articles.
- And much more content related to Knowledge management.
Course Content
- Introduction –> 4 lectures • 5min.
- Lightning Knowledge setup : Activation and permissions –> 4 lectures • 8min.
- Lightning knowledge Setup : Page layouts and record types –> 4 lectures • 11min.
- Set access to lightning knowledge –> 4 lectures • 9min.
- Data Setup for lightning knowledge –> 3 lectures • 5min.
- Knowledge article management –> 4 lectures • 10min.
- Case solving using lightning knowledge –> 6 lectures • 13min.
Requirements
This course is a comprehensive and fast-paced training program designed to help Salesforce professionals learn how to set up, customize, and use Salesforce Knowledge. The course covers a range of knowledge-related topics, with a focus on the essential ones: setting up and configuring a knowledge base, customizing the look and feel of articles, and using knowledge articles to solve customer cases.
Participants will learn how to create and organize articles, set up user profiles and permissions, and customize article page layouts. They will also learn how to access relevant articles and create new ones as needed to efficiently resolve customer issues and questions. The course will teach participants how to effectively use Salesforce Knowledge to improve customer service and support.
In addition to these core topics, the course will also cover advanced topics such as integrating knowledge with other Salesforce features, such as cases and communities. Participants will learn how to leverage the full power of Salesforce Knowledge to enhance the customer experience and drive business success. Overall, this course is designed to give Salesforce professionals the skills and knowledge they need to effectively set up, customize, and use Salesforce Knowledge in their daily work.
One of the key benefits of Salesforce Knowledge is its ability to improve the efficiency of customer support teams. By providing a centralized repository of knowledge articles, Salesforce Knowledge helps teams quickly find and access the information they need to resolve customer issues. This can help reduce resolution times and improve the overall customer experience.
Salesforce Knowledge also offers a number of tools and features to help teams create and manage knowledge articles. These include the ability to use rich text formatting, insert images and videos, and collaborate with team members. Teams can also use tags and categories to organize articles and make them easier to find.
In addition to its use in customer support, Salesforce Knowledge can also be used to share knowledge and information with other teams within an organization. This can include things like training materials, internal policies and procedures, and best practices. By making this information easily accessible, Salesforce Knowledge can help teams stay informed and up to date, which can improve productivity and efficiency.
Overall, Salesforce Knowledge is a powerful tool that can help organizations improve the customer experience, increase efficiency, and drive business success. With the skills and knowledge learned in this course, Salesforce professionals will be well-equipped to set up, customize, and use Salesforce Knowledge to its full potential.