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Salesforce Knowledge Review

Salesforce Knowledge
Our score: 8.8 User satisfaction: 100%

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.

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Overview 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.

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Overview 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

Since businesses have distinct business needs, it is practical that they steer clear of going for a one-size-fits-all, ”best” software system. Having said that, it is troublesome to stumble on such a software product even among widely used software products. The right thing to do should be to shortlist the different vital aspects that necessitate analysis like critical features, costing, technical skill aptitude of the users, company size, etc. Thereafter, you should conduct your research through and through. Browse over these Salesforce Knowledge evaluations and check out each of the solutions in your shortlist more closely. Such comprehensive research ensures you avoid ill-fitting applications and choose the one which has all the benefits your business requires.

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 might also be a good idea to check out other subcategories of Knowledge Management Software gathered in our database of B2B software reviews.

It's essential to keep in mind that hardly any app in the Knowledge Management Software category will be a perfect solution that can meet all the requirements of various company types, sizes and industries. It may be a good idea to read a few Salesforce Knowledge Knowledge Management Software reviews first as some software might excel only in a really small set of applications or be created with a really specific type of industry in mind. Others might work with an idea of being easy and intuitive and therefore lack advanced functions desired by more experienced users. You can also come across software that support a wide group of users and provide a complex feature base, but that in most cases comes at a more expensive price of such a solution. Be certain that you're aware of your needs so that you purchase a service that provides specifically the functionalities you search for.

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

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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 realize that when you make a decision to buy a Knowledge Management Software it’s vital not only to learn how experts rank it in their reviews, but also to check whether the actual people and companies that use these solutions are genuinely satisfied with the service. That’s why we’ve designer 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 a simple to understand form indicating how many clients had positive and negative experience with Salesforce Knowledge. With that information available you will be equipped to make an informed business decision that you won’t regret.

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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?

  • email
  • 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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Jenny Chang

By Jenny Chang

Jenny Chang is a senior writer specializing in SaaS and B2B software solutions. Her decision to focus on these two industries was spurred by their explosive growth in the last decade, much of it she attributes to the emergence of disruptive technologies and the quick adoption by businesses that were quick to recognize their values to their organizations. She has covered all the major developments in SaaS and B2B software solutions, from the introduction of massive ERPs to small business platforms to help startups on their way to success.

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