For any contact center, utilizing the knowledge of its agents and their experience in support will help in reducing operational costs and stops reinventing the wheel for similar issues. Knowledge-centered support (KCS) is a way of utilizing content to resolve issues in order to reduce operating costs and improve case resolution by reducing training time and increasing customer and employee satisfaction. In Salesforce Salesforce Knowledgebase referred as Salesforce Knowledge serves as a single repository for storing your organizational knowledge.

Importance of Knowledge base
  • It gives your customers and employees a place to find information on products and services.
  • Capturing and sharing knowledge turns your support agents into super agents.
  • The knowledge base can be exposed to customers to enable self-service.
  • This helps in reducing operational costs
  • Increases customer and employee satisfaction.

Importance of Salesforce Knowledge

  • It can be integrated with Service cloud to helps agents find related articles while working on cases.
  • It can be integrated with Service Console.
  • Agents can
    • Search for articles
    • Refine the results with filters, or data categories
    • Review each article’s title, summary and properties
    • Depending on Permissions can edit, publish, archive, delete, follow, attach to case or send as PDF
    • Sort results
    • View statistical reporting
    • Create an article when the solution is not in the knowledge base.
How a Knowledge Base can be used
  • Create content as a by-product of solving a problem and capturing common questions and issues in a way that can be used internally and by customers in a self-service knowledge base.
    • Gather information
    • Organize Information
    • Determine who does what.
  • Evolve the content, review, correct and enhance based on experience
  • Develop the Knowledge Base on the basis of an organization’s collective experience to date.

Knowledge Internal Roles

  • Readers Only – Read article action permission needed
  • Contributors – Manager Article permission, Read, create and Edit Article actions
  • Knowledge Admin – Manage Article permission and Read, Create, Edit, Archive, Publish and Delete article actions.
Benefits of Knowledge Base
  • Helps in faster resolution of issues by making all the useful information available in one place.
  • Helps in delivering more consistent customer support.
  • Helps in managing customer’s problems in a proactive manner by publishing known issues and limitations well in advance.
  • Ensure you are providing consistent and updated information and answers to customer inquiries – across your organization’s departments.
  • By providing your representatives with quick, streamlined access to a knowledge base, you will improve your organization’s ability to provide real-time customer service.
  • Helps in reducing training time
  • Helps in reducing average call handle time.
  • Increase in First call Resolution and decreased time to resolution
  • When integrated with communities it enables self-service resulting in call reduction to the contact center.
  • Documented Articles can be shared with customers.
  • Resource utilization can be optimized
  • Helps in reducing Operational costs to the contact center
  • Helps in call deflection.
  • Helps in improving customer and employee satisfaction
  • Helps in reducing customer retention if proper Knowledgebase is in place
  • It provides a mechanism to collaborate with other agents (SMEs, Product Owners, Technical experts) and create or enhance knowledge
  • It empowers customers by exposing knowledge on the corporate website, communities, push articles through Social Media, Deliver content to every device
  • Knowledge metrics can be used to measure the usage and evolve content.

References and Trailhead

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