X - Salesforce Features
Solution Knowledgebase
Consider the amount of information and expertise each person in your
company holds. Salesforce Service and Support’s knowledge management
solution helps you build a central repository of that valuable
information so your customer service agents can tap into it at any time.
This feature is available in professional, enterprise, and unlimited edition.
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Related Features
Feature Details
- Salesforce Service and Support makes it easy to capture, review, catalog, and access the information that contact center and customer service agents need to resolve customer issues promptly and accurately.
- An embedded, multilevel solution review process helps you to ensure the quality of information in your ever-growing knowledge base.
- With this central repository of customer solutions, you can retain and share the knowledge of product experts, get new agents up to speed quickly, standardize solutions handling, speed case resolution, and provide consistent responses.
9 Comments
September 19
I think that the Knowledge base (Solutions) is one of the weakest areas of SF.com. I really like sf.com and have been using it for several years, however, as the name implies, the main development has been on the Sales side of the product with Support & Service not really having had any usefull updates since day 1.
Things I would like to see in the solutions area include:-
HTML Support within solutions, so that we can make them look like professional solutions and include images, formatting etc. (I have been asking for this for 2 years)
Catagory based Security - I only want users to be able to see solutions for the products for which they have maintenance contracts.
October 9
HTML SUPPORT! How can such a simple feature not be included in this otherwise very helpful SF area.
October 16
There are a few areas of the KB that are problems for me
1. Reporting - I have not found a way to track solution usage outside of the Self Service portal. Am I missing something?
2. HTML Support on solutions
3. Short links to solutions. I'd like to be able to send customers a short URL to solutions and tracking when that solution is used. It would give us critical metrics to tracking KB activity. W/O this capability we will probably move away from the Salesforce KB
November 30
I agree. A text-based knowledgebase doesn't give much
value for creating professional looking solutions. The
self-service portal as a whole is by far the weakest
part of SFDC.
December 15
Looking at the Winter 07 release information there doesn't appear to be any updates in this area at all. There are a couple of minor changes to search but I cant see any references to being able to support HTML or image links.
December 19
i really would like to see an email-2-solution app
March 19
Hi, I'm with Talisma Corp. and we've encountered many of the same challenges with the native SFDC knowledgebase. That's why we've developed an alternative Knowledgebase solution for SFDC users with more advanced requirements.
We've been working with SFDC Service & Support for over a year to assist many other SFDC knowledgebase customers to migrate to our knowledgebase technology when appropriate. And, our technology is certified on AppExchange.
We'd would love to help you out. Please let us know if you're interested. Thanks.
May 1
We tend to provide solutions as an attachment.
In this case the solution text itself behaves as a metadata for the attachments. However an ability to have a google like search on attachments would be pretty useful.
July 10
If you create an email template with case fields "Solution title, Description" in the template, it will auto-fill in the details of the solutions you select to attach to that case.