Salesforce Knowledge is a feature of Salesforce CRM, and it allows salespeople and customers to gain access to a lot of important information. Through Salesforce Knowledge, users can create and store content in form of articles for fast retrieval as and when they are needed. Once you have implemented Salesforce Knowledge in your organization, the following factors will help ensure that your deployment functions properly within the Organization:
- Who are your users?
SK includes publication channels, article types and data categories which can be set up more efficiently by knowing the internal and external users of the SK feature. You can control the internal users allowed to publish and maintain content in the knowledge base, as well as external users and their level of access. Ensure that you have defined users that will write, edit and publish articles, and the flow of the entire process. These can be set up as individual users or groups defined by specific criteria, which allows them to perform certain actions within the knowledge base. It helps to understand user responsibilities and roles, which affect their need/use of SK.
- Are read-only users going to be licensed?
In SK, articles can be published through separate channels, and you can control the articles and/or fields which are displayed for certain users. These publication channels include partner, customer, public knowledgebase and internal app. You should define the internal and external users that can access articles to read only (no editing) as well as recognize the needs of licensed and non-licensed personnel to define your visibility settings.
- How will Salesforce Knowledge be exposed?
You can use Communities in SK to reveal articles to external users (customers and partners). Communities are groups of users, licensed or non-licensed who have similar needs/uses for SK articles. They can be made up of any group of people: for instance, you can define a community of internal and external users who simply need to be able to access your support articles. Another option is to create a public-facing knowledge base through the public knowledgebase channel, whose app can be found on AppExchange.
- Will content be published in multiple languages?
Salesforce Knowledge includes settings for your internal and external users to publish content in more than one language. You need to decide whether or not this feature is necessary for you: if you cater to a multilingual audience for instance, in order to configure your SK to have this feature active.
- How is your content currently organized in its storage location?
Once you have deployed SK, you’ll probably need to migrate your existing content to the knowledgebase before creating any new content. It’s important to understand all sources of data being currently used in order to define the data categories and article types that you will need. Knowing how your data is organized as well as the challenges users are facing in using the data can help you to put in place more helpful data categories and article types,especially when using http://www.flosum.com/salesforce-data-migrator/. This allows you to simultaneously improve data organization while reviewing the relevance of old content.
The author has over ten years’ experience as a customer relationship management software expert, and has written articles shared on many platforms throughout the Internet. Visit http://www.flosum.com/salesforce-data-migrator/ to learn more about data migration using Salesforce, and other relevant information.