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Salesforce Knowledge Review
What is Salesforce Knowledge?
Salesforce Knowledge is the knowledge base solution that is part of the Salesforce Service Cloud, a comprehensive package of components and modules that gives you a complete customer view and enables you to provide intelligent, fast, and personalized customer service. The array of solutions under Service Cloud connects and works with each other to help you streamline processes, simplify workflows, and easily make available important articles, information, and expert agents to your customers, regardless of what device and channel they use.
Salesforce Knowledge is designed for self-service so your customers can search for helpful information and resources on their own about issues relating to your business, product or services. Likewise, the solution enables your agents to find the right answer faster with a knowledge management tool that can help you extend responsive and efficient customer care. With the online public knowledge base platform, you help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the active Salesforce community.
Show MoreOverview of Salesforce Knowledge Benefits
Internal knowledge base repository
Quickly set up a database of “how-to” article and FAQs that’s easily accessible online so your customers can do self-service or empower your customer service agents to find the right answer faster. The knowledge base drives speedy case resolution and quality customer care.
Help customers help themselves
Extend your knowledge base to your service website, whether it’s a secure customer or partner portal, part of your public site, or integrated into a public customer community. You get to provide an effortless customer experience where knowledge is accessible from any mobile device.
Maximize agent productivity
With a cloud-based knowledge base embedded right into the console, your agents can easily find, access, and deliver the right answers to customers. Also, sharing knowledge to any channel or device is only a one click operation. In addition, your agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team.
Control and customize your knowledge base
You get the ability to set up custom review and publication as well as translation approval. You can set separate approval processes for each type of content and specify the managers for specific content. You can also control the visibility of your content for specific group or audiences.
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. Moreover, you can utilize an article rating system to monitor the usefulness of your content and get important metrics on content rating, usage, and search statistics to manage your articles.
Show MoreOverview of Salesforce Knowledge Features
- Knowledge One widget
- WYSIWYG editor
- Content lifecycle management
- Custom review
- Publication & translation approval
- Organize article types
- Data categories for specific audience
- Create articles from cases
- Article rating system
- Article sharing
- Real-time content collaboration
- Content reporting & metrics
- Knowledge article tagging
- Easy user interface
- Import/export article
- Optimized article search
- Customer article history
- Customization
- Multi-language support
- Predictive article system
- Integration
- APIs
Salesforce Knowledge Position In Our Categories
Knowing that businesses have unique business wants, it is only prudent that they steer clear of picking an all-in-one, ”best” software solution. Nevertheless, it is futile to try to pinpoint such a software solution even among sought-after software solutions. The practical step to do can be to write the several main functions which entail careful thought such as key features, pricing, technical skill ability of staff, company size, etc. After which, you should perform your research thoroughly. Go over these Salesforce Knowledge evaluations and look into the other software solutions in your list in detail. Such all-encompassing product research ensure you circumvent unfit applications and pay for the one which has all the function your business requires to achieve growth.
Position of Salesforce Knowledge in our main categories:
TOP
50
Salesforce Knowledge is one of the top 50 Knowledge Management Software products
If you are considering Salesforce Knowledge it may also be beneficial to check out other subcategories of Knowledge Management Software collected in our database of B2B software reviews.
Since each enterprise has unique business needs, it is prudent for them to abstain from looking for a one-size-fits-all perfect software system. Needless to say, it would be futile to try to find such an app even among popular software platforms. The smart thing to do would be to catalog the various important aspects that need consideration such as main features, finances, skill levels of employees, company size etc. Then, you should do your homework thoroughly. Read some Salesforce Knowledge Knowledge Management Software reviews and check out each of the other systems in your shortlist in detail. Such exhaustive research can make sure you weed out ill-fitting applications and choose the app that provides all the features you require for business success.
How Much Does Salesforce Knowledge Cost?
Salesforce Knowledge Pricing Plans:
Free Trial
Lightning Professional plan add-on
$75/user/month
Lightning Enterprise add-on
$150/user/month
Lightning Unlimited add-on
$300/user/month
What are Salesforce Knowledge pricing details?
Salesforce Knowledge Pricing Plans:
Free Trial
Lightning Professional plan add-on
$75/user/month
Lightning Enterprise add-on
$150/user/month
Lightning Unlimited add-on
$300/user/month
Salesforce Knowledge is offered as a feature license add-on to most Service Cloud editions. The read only version is included in the Lightning Professional plan ($75/user/month) and Lightning Enterprise plan ($150/user/month) but will entail additional costs if you opt for the read/write version of Knowledge on those two plans. Meanwhile, the read/write version is already part and parcel of the Lightning Unlimited plan ($300/user/month).
User Satisfaction
Positive Social Media Mentions
172
Negative Social Media Mentions
0
We know that when you make a decision to buy a Knowledge Management Software it’s crucial not only to see how experts rank it in their reviews, but also to find out if the actual people and companies that bought this software are indeed content with the product. That’s why we’ve devised our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and Salesforce Knowledge reviews across a broad range of social media sites. The data is then featured in an easy to digest form revealing how many customers had positive and negative experience with Salesforce Knowledge. With that information at hand you will be prepared to make an informed purchasing decision that you won’t regret.
Video
Technical details
Devices Supported
- Windows
- Linux
- Android
- iPhone/iPad
- Mac
- Web-based
Deployment
- Cloud Hosted
Language Support
- English
Pricing Model
- Monthly payment
Customer Types
- Small Business
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for Salesforce Knowledge?
Salesforce Knowledge integrates with solutions in the Salesforce Service Cloud platform including Field Service, Case Management, and Digital Channels, among others.
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