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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.

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.

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

Knowing that companies have particular business-related wants, it is only rational they steer clear of selecting an all-in-one, ”best” software product. At any rate, it would be hard to try to find such a software solution even among popular software solutions. The correct step to do is to spell out the several vital functions that call for a consideration including major features, budget, skill levels of the employees, business size, etc. After which, you should double down on the product research systematically. Read some Salesforce Knowledge evaluations and check out the other solutions in your shortlist more closely. Such comprehensive product investigation ascertain you steer clear of ill-fitting apps and subscribe to the one which provides all the tools your company requires.

Position of Salesforce Knowledge in our main categories:

TOP 20

Salesforce Knowledge is one of the top 20 Knowledge Management Software products

If you are interested in Salesforce Knowledge it may also be sensible to investigate other subcategories of Knowledge Management Software listed in our database of SaaS software reviews.

There are popular and widely used applications in each software category. But are they automatically the best fit for your enterprise’s specific requirements? A popular software solution may have thousands of users, but does it provide what you require? For this reason, do not blindly spend on popular systems. Read at least a few Salesforce Knowledge Knowledge Management Software reviews and mull over the factors that you wish to have in the software such as the fees, main tools, available integrations etc. Then, shortlist a few solutions that fit your wants. Check out the free trials of these products, read online comments, get explanations from the maker, and do your investigation systematically. This exhaustive research is sure to aid you select the best software application for your organization’s special wants.

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

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 Knowledge Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce Knowledge reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Knowledge. With that information at hand you should be equipped to make an informed buying 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

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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).

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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Reviewed By Jenny Chang
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