Whether you are an individual contributor or an internet giant, maximizing efficiency and return is essential. Knowledge monitoring solutions address issues related to finding and processing critical data.
Expertise and monitoring tools have been around for many years now, but as new technologies emerge, there is more activity in the market. The biggest barrier to implementing a Salesforce knowledge management system is perceived value.
The hurdle is gaining buy-in and support from stakeholders and other decision makers. This article explains five reasons why KMS (Knowledge Management System) with Salesforce Lightning (SL) is essential.
What is knowledge management in Salesforce?
KM is a section of Salesforce that allows staff members to share data in a robust way. Marketing staff, alongside managers, are empowered to create a case article in Salesforce, which all users in your company will use.
The Information Hub offers a wide range of choices, allowing you to align your control system to meet your business needs.
If customers or partners call with concerns, they should arm your support team with their expertise to resolve the issue. Knowledge management can help address these issues raised by customers.
It allows you to create content and make it available to your customers and affiliates. This expertise can offer solutions to common queries from your subordinates, agents and clients. This frees up time for your agents to focus on complex cases.
For more information, keep reading how to create a knowledge base in Salesforce.
Is Salesforce Knowledge for you?
Salesforce’s knowledge management feature is invaluable for clients who need to ask their readers questions. It also helps their workers learn the skills to use on the job.
The Salesforce Knowledge Base works with other Salesforce cloud applications to create fully automated end-to-end support processes, especially case diversion.
Specific industries that would benefit from adopting SK include:
- Information Technology and Services
- Marketing and Advertising
- Financial services
How is Salesforce Knowledge integrated with Lightning Experience?
You can use LK as an organization’s information hub or customer support entry or combine it with other Salesforce products such as Experience Cloud, Service Cloud, and Omni-Channel.
To enable LK, go to Setup, enter Knowledge Settings in the Quick Find box, then click Knowledge Settings. Tap the “Enable Lightning Knowledge” checkbox
To use SK in Lightning Experience, Salesforce Community Knowledge Search, and the Salesforce mobile app:
- Enable this feature for your community.
- Enable SK in the application manager.
- Give staff a profile or set of permissions and read access to SK.
- Your staff should read at least one type of content.
Before integrating the knowledge component of Salesforce with LE, staff and other readers should prepare for the new development. Here’s what to consider:
- All knowledge users in the organization must acquire a license that includes SK.
- If you have a Developer Version org, you can’t disable LE, but you can enable or disable it.
- If your organization uses person accounts, make sure they are linked to the Article object. They won’t use SK unless they are mapped to the Article object and have viewed it. See Map users to in Setup.
- Review permission sets for using SK with Lightning Experience and grant permission sets as needed to enable staff and fans to work with articles in LE.
5 Reasons to Integrate Knowledge Management System with Salesforce
Knowledge management systems are essential for the following reasons.
1. It creates a single source of truth for the business
Customer-facing staff should have access to the same set of up-to-date, accurate, and easy-to-find learning materials. Displaying enterprise expertise data in a common location allows readers and staff to quickly access it.
2. Collaborate better
When project teams collaborate on file sharing or other tasks, they often send attachments via email or use third-party cloud storage services like Dropbox or Google Drive.
3. Information Retention Management
Retaining acquired information is a challenge for modern businesses. A Salesforce in-house knowledge management solution avoids such problems by making available learning resources and materials that can help train staff on processes, guidelines, and procedures.
4. Multi-channel customer service
Integrated Salesforce knowledge article management gives sales staff expertise on how a buyer engages your business through email, interactive platforms, phone, and chat channels. This allows the team to offer the best service that responds to each customer.
5. Long-term NPS improvement
An expert system allows recipients to self-serve and find answers independently, reducing your average handle time (AHT). They are satisfied while you improve your Net Promoter Score (NPS). For more information, see the Advanced Communities AC Knowledge Management Enterprise application.
6. Customer Support Management. Case deviation.
Knowledge articles exposed on your site can help external and guest users divert support requests from your service agents while allowing your customers to self-serve and resolve their queries. When a user creates a site query, the Case Deflection component searches for the text as it is entered in the Contact Support Form component and returns relevant articles and discussions. If users don’t get the response they need, they can continue with their support request
Salesforce Lightning is a flexible advancement program with many developer tools, consultants, and features available, and supports custom configuration to give users access to basic information about their business.
At Advanced Communities, we help customize and integrate Salesforce knowledge management systems for staff and members at an affordable cost.