Knowledge Basics for Lightning Experience Flashcards
Describe a knowledge base
A guide for customers that is built from knowledge articles written by Experienced service agents to address issues and FAQ’s
Enabling Lightning Knowledge changes your org’s data model to use _________types rather than article types.
record
After you enable Lightning Knowledge, you can’t ____________it.
disable
Before enabling Lightning Knowledge, orgs with multiple articles types require _______ migration to consolidate article types.
data
What are some of the benefits of a knowledge base
Eliminate redundancy in responses to questions
Customers are able to find answers quick
Reduces call volume
Allows customer service reps to focus on new issues.
Increases Agent Productivity
Knowledge is integrated with _____________rules, permissions, and administration tools, manageable in one place.
Salesforce
What are the tools available in the knowledge base pane?
Search for articles
Create an article
Sort your search results( can be sorted a-z or by published date)
View details about each article
Work with the article(click the menu to interact with the article, depending on the article’s permissions can edit, publish, archive, attach, detach, follow, or insert the article into an email.)
What are the 3 considerations to be made when designing the knowledge base for your org?
Gather the Right Information for Knowledge
Organize Information for Knowledge
Determine Who Does What for Knowledge(determining who read-only or write access)
How should the info be Organized for Knowledge?
Identify synonyms for search terms, for example linking and attaching.
By product type
By teams
By categories
By geographic area
Set data category visibility on profiles
All __________users can view knowledge articles by default.
internal
How do you Determine Who Does What for Knowledge?
Who need to Readers only (ex new employees)
Who can be Contributors( ex. Advanced Knowledge users, can create, edit, and publish)
Knowledge admin-( Knowledge admins know when to retire or delete articles.)
What permission is needed Readers only?
Read Knowledge permission
What permission is needed Contributors?
Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.
What permission is needed Knowledge admin?
Manage Article permission and Read, Create, Edit, Archive, Publish, and Delete Knowledge permissions.
What info should be gathered when designing knowledge ?
FAQs,
procedures,
product manuals,
guidelines.
All internal users can read articles without a special
license
What kind of license is needed to create knowledge articles?
Service Essentials
Lightning Knowledge User licenses(included in service essentials)
How is a USER assigned a License ?
SET UP> QF "USER"> SELECT THE USER> EDIT> CHECK KNOWLEDGE USER> SAVE
In order for an user to be able to use Knowledge base, what are the three things required?
Assign Knowledge Licenses to Users
Enable Knowledge
Set Up Knowledge with a Guided Flow
How do you Enable Knowledge?
***MUST BE A Knowledge administrator with the proper permissions to enable Knowledge.
SET UP>
QF “Knowledge Settings>
Enable Lightning Knowledge.>
The Knowledge tab will be available to all ____________profiles
standard
Enabling Salesforce Knowledge is
Irreversible
The Knowledge Setup Flow can be used to automatically
enable Knowledge
assign licenses to article authors
set up data groups and categories
How do you activate the Knowledge base for lightning ?
SERVICE setup>
Knowledge setup tile >
a guided tour will help you set up >
Finish/Publish
How do an USER Create Knowledge Articles?
Service console>
Knowledge>
How do you get knowledge to appear under Global actions (on the service console app)
*note this is irreversible
Service Setup>
knowledge settings>
edit>
select all that applies( including Enable Lightning Knowledge)
