By: Raisa Gupta

Having a knowledge base implemented in your org is the best way to handle simple questions frequently asked by customers. You can save time and energy with a knowledge base by having questions and answers readily available for your customers. It’s easy to create for Org owners and easy to use by customers.

Having a knowledge base implemented in your org acts like a repository where most customers’ questions can be answered quickly. Once you’ve decided to have Knowledge implemented, the next step is setting it up.

Just like any other Salesforce implementation this would include: Planning, Organizing Information, and Decision Making. 

Planning : Figuring out what information to put into the knowledge base. Having a list of frequently asked questions would help to get started. Knowing what questions your customers might ask gives you the ability to prepare answers in advance to allow for even more questions to be answered.

Organizing Information: Once information is collected, you can organize using record types so it’s easier to pull in related information. Having these questions and answers sorted out makes it even more user friendly, while being quick and efficient. Customers can spend less time looking through a long list of random questions, and go straight to the section that best fits what they are looking for.

  • They could be step-by-step articles explaining the process to follow
  • Frequently asked questions
  • Articles for guidelines that would help support executives

The list can increase depending on what business you are associated with.

Deciding who gets to see what: Not all users will find every article useful, or some articles might have sensitive information that should only be available to certain users. In order to customize who can see what, you can set up roles, profiles and permission sets.

Having a knowledge base gets us one step closer to the goal of making our customers happy!