What Are The Two Features Of Knowledge?

What makes a good knowledge base?

A knowledge base is a self-serve customer service library that includes information about a product, service, or topic.

They usually look something like this.

Knowledge bases may seem like a simple enough concept, but let’s step back and put the idea in context..

What are the two features of knowledge in Salesforce?

One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups. These are two major functions — article organization and article access. Data Categories allow you to organize your article content in a hierarchical way. They can also be grouped into Data Category Groups.

How do I enable knowledge in Salesforce?

Enable KnowledgeFrom Setup, type Knowledge into the Quick Find box.Click Knowledge Settings.Read the information on enabling Salesforce Knowledge in your org.Check Yes, I understand the impact of enabling Salesforce Knowledge.Click Enable Salesforce Knowledge.

What are data categories?

Data Categories are hierarchical classification of articles that are controlled by the system administrator. Articles are tagged to Data Categories in a way that is similar to tagging a blog post with keywords.

In which two locations can a system administrator assign a page layout?

The answer to your question is Profile and Record Type.

What is the difference between Salesforce Knowledge and solutions?

Here are some differences between Knowledge and Solutions: Knowledge requires feature licenses, meaning that it costs more money per user, whereas Solutions come free out of the box. Knowledge gives you the capability to segment through articles and data categories.

What are the components of knowledge base?

There are three main components of a knowledge based system:Knowledge Base: The actual knowledge stored as ontologies in the system.Inference Engine: The backend component of a KBS that applies logic rules (as assertions and conditions) to the knowledge base to derive answers from it.More items…

Which two capabilities of Salesforce Knowledge ensure accurate content in articles Choose 2 answers?

Capabilities to ensure accurate content: 1) Approval Process that assigns an Article to a Reviewer Queue. 2) Validation Rules for article record types to verify all fields during creation.

What does campaign influence allow a user to do?

Customizable Campaign Influence lets you decide how credit is assigned to each campaign that contributes to bringing in an opportunity. Use the original version of Campaign Influence to understand the return on your campaign investments.

What are the two capabilities of knowledge?

Thus the two primary means of developing knowledge capabilities are technology, and human skills and behaviours.

What is a feature of Salesforce knowledge?

Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports.

Why is knowledge base important?

A knowledge base gives your customers the chance of solving their problems without your help. You get to answer any questions before they even have to ask! … A comprehensive knowledge base can significantly reduce the number of phone calls your customers have to make to find answers to their problems.

Do knowledge articles integrate with service console?

Your teams and support agents can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, agents can see suggested articles for a case as they view it, or they can search in the component to find more articles.

What is the meaning of knowledge base?

The term “knowledge base” typically refers to the information stored in the system, but it can also refer to the software used to author and present that information. In this article, we will use “knowledge base” to refer to the content contained within your knowledge base software.

What is tab hidden in Salesforce?

Default Off: Hide the tab by default for users with this profile. Individual users can override this setting. Tab Hidden: Hide the tab and do not allow individual users to override this setting in their personal customization.

What is Article type in Salesforce?

000339395. Description. Article Types are like Record Types for Salesforce Classic Knowledge. They are custom templates that can provide a different look-and-feel for the published article as well different types of information, visibility and edit rights. Default article types include FAQs, Offers, and How-To’s.

What are two benefits of using data categories with Salesforce Knowledge Choose 2 answers?

What are two benefits of using data categories with salesforce knowledgeClassification of articles. Salesforce Knowledge uses data categories to classify articles and make them easier to search. … Visibility of the articles. … Recommendations in the knowledge widget.

What are three features of chatter?

Use Chatter features, like feeds, profiles, groups, and more, to share information, collaborate, and keep up with the latest updates in your company.