A. Create the profile based category visibility settings
B. Compress the CSV, HTML and image files for the article types
C. Create the data category groups and hierarchy
D. Create article types and fields
A. Customer satisfaction survey
B. First call resolution
C. Average handling time
D. Service level agreement
A. Use escalation rules to move cases into the correct status, create reports to monitor SLA adherence
B. Create reports on case age and queue backlog, use escalation rules to notify management of missed SLA targets
C. Publish knowledge articles to the Service cloud portal, enable the attachment of articles upon case closure
D. Enable agent chat functionality for customers, disable the ability to log a case from Service cloud portal
A. Escalation rules
B. Case Teams
C. Auto response rules
D. Workflow rules
A. Create a case assignment rule to assign all cases to a dedicated agent who resets passwords
B. Create an Apex trigger to reset the user’ password if the case description contains the word “forgotten”
C. Create a workflow rule to increase case priority for cases involving forgotten password
D. Create an auto response rule and email template with details on how users can reset their passwords
A. Reduces the incoming call volume
B. Uncovers the gap in the knowledge base
C. Eliminates tracking of customer entitlements
D. Replaces the need for an email channel
To provide best practices for continuity plans.
To provide online security threat information
To provide live and historical data on system performance.
To provide live support for system and data backup.
To provide information regarding planned maintenance
Developing a knowledge base on the experience of an individual
Evolving content-based product lifecycles
Rewarding learning, collaboration, sharing, and improving
Creating content as a result of solving issues
Use a Visualforce page to enable more granular search filtering.
Add a data category to indicate content type and enable rules.
Create article types for each business unit and have supervisors rewew articles.
Create article types for each content type and implement an approval process.
Assign article managers to public groups and specific article actions to each group.
Assign article managers to publication teams and specific article actions to each team.
Assign article managers to public groups and specific publication states to each group.
Assign article managers to publication teams and specific publication states to each team.
Use a rule with an action.
Use an Apex trigger.
Use a case assignment rule.
Use a validation rule.
Enable service contracts and entitlements.
Implement Salesforce Console for Service to support agents.
Leverage Live Agent for web-based chat.
Implement Salesforce Knowledge on a portal.
Percent of cases closed with an attached article.
Percent of cases closed meeting the defined SLA
Percent of cases closed with Chatter posts
Percent of cases closed on first contact
First call resolution
Average handle time
Customer satisfaction survey