Service Cloud
Knowledge Base
Empower customers to help themselves and agents to work faster.
Knowledge Base
A robust Knowledge Base (KB) deflects support tickets and speeds up resolution times by putting answers at your fingertips.
Features
Article Management
Create, edit, and publish support content.
- Rich Text Editor: Support for images, videos, and code blocks.
- Versioning: Track changes and revert to previous versions.
- Approval Workflow: Drafts must be reviewed by a Subject Matter Expert before publishing.
Customer Portal
Publish a public help center.
- Search: AI-powered search bar suggests articles as users type.
- Categories: Organize content by Product, Region, or Topic.
- Feedback: Users can vote "Helpful" or "Not Helpful" to improve content quality.
Agent Assist
Surface relevant articles directly in the Case Console.
- Contextual Suggestions: Automatically recommends articles based on the Case Subject.
- One-Click Email: Insert article links or full text into replies.
Content Strategy
- FAQs: Short, Q&A style answers for common problems.
- How-to Guides: Step-by-step instructions with screenshots.
- Troubleshooting: Decision trees for diagnosing complex issues.
- Reference: API docs, glossaries, and policy documents.