What are the uses of Salesforce knowledge articles? - ProProfs Discuss
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What are the uses of Salesforce knowledge articles?

A. To display Salesforce answers
B. To display Salesforce solutions
C. To display for customer self-service
D. To resolve customer cases. 

This question is part of Admin 201
Asked by Poojanair, Last updated: Feb 23, 2020

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3 Answers

Anika Nicole

Content Writer, Teacher

Anika Nicole, Wordsmith, PG In Journalism, New York

Answered Nov 26, 2018

Knowledge articles are documents that contain useful information built in Salesforce Knowledge Base. Be it processes information, how to sections, or FAQs (frequently asked questions), knowledge articles contain these types of information.

Although knowledge articles can be used for many purposes, here the correct answers are as follows:

C. To display for customer self-service.
D
. To resolve customer cases.

 

k.Paul

K.Paul

Answered Dec 11, 2017

There are many uses of knowledge articles, but from the given choices, knowledge articles can be used to display for customer self-service (C) and to resolve customer cases (D). Salesforce knowledge allows agents to create articles from a case. This, in turn, will help them validate if the article is the proper solution for a customer’s case. When closing a case, they can use Apex to pre-populate fields on the draft articles by creating an article type called FAQ, by creating a text custom field which is called Details, by creating a category group which is called Geography, etc.

For customer self-service. With Salesforce knowledge, they can also create a self-service experience which is connected to the Salesforce platform. This, in turn, will be integrated directly to the business process so that customers will be able to effortlessly connect with what they need.

 

John Smith

John Smith

Answered Apr 28, 2017

C. To display for customer self-service.
D. To resolve customer cases d. To resolve customer cases d. To resolve customer cases.

 

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