Knowledge Management – Understand the key factors to consider when implementing a Knowledge data migration strategy (first time out, migrating from an external knowledge solution).

Overview Most of the customers may be having existing knowledge articles that they want to move to Salesforce in order to make sure that the CRM and its knowledge are together within salesforce. Salesforce Knowledge allows us to import existing articles and their translations with one file for each article type. There are multiple things […]

Knowledge Management – Given a set of requirements, determine how to configure data categories, article types, articles and publishing workflow

Introduction This blog post describes how to configure data categories, article types and article publishing workflow based on a set of requirements. It also provides an in-depth overview of these functionalities in Salesforce. This section also covers the required configurations for various types of user requirements related to article management. Data Categories and Category Groups […]

Knowledge Management – Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

Introduction Knowledge is an essential asset for competitive advantage and business sustainability. Effective knowledge sharing should ensure that vital knowledge is retained and used within an organization but requires action by the recipient. Adoption and maintenance of knowledge base play a key role in ensuring success. Knowledge Adoption Approaches Three major motivating factors for Knowledge […]

Knowledge Management – Explain the Knowledge article lifecycle including creation, publishing, consumption and feedback

Knowledge Introduction Salesforce Knowledge provides the ability to build out a comprehensive Knowledge Base (KB) inside of Salesforce to service your internal agents, partners, and customers. It is simply a collection of articles with relevant information about your products and services. Terminology and pre-requisites Article Types Article types are containers for different types of articles […]

Service Cloud Design – Given a scenario, understand the use cases for implementing CTI, Communities and Field Service Lightning

Computer Telephony Integration (CTI) Introduction Computer Telephony Integration or CTI is a term that is used to describe the practice of tying your phone system together with your computer systems. It’s a practice that enables you to do a wide range of things that will improve sales and service including: Identifying and routing incoming calls […]

Service Cloud Design – Distinguish the key components that contribute to performance optimization within a design

This topic describes several components of Salesforce that can lead to performance issues and the ways to optimize them. It explains the measures that can be taken to minimize the impact. Performance fine tuning helps in getting quicker search results and better usage of the resources within a multi-tenant instance of Salesforce. Query Performance One […]

Service Cloud Design – Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs

Design Capabilities Salesforce provides multiple editions through its famous subscription model to ensure different kinds of contact centers ranging from small-scale to enterprise scale. Customers can subscribe and enable service to their customers. It provides out-of-the-box to fully customizable support. Capabilities to deliver a smarter, more personal customer experience on the world’s #1 CRM platform […]