Effectiveness of Knowledge Management - Salesforce Service Cloud

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KNOWLEDGE MANAGEMENT- SALESFORCE SERVICE CLOUD
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Salesforce Knowledge Management System is a
product of Salesforce Service Cloud. Knowledge
management helps share information, insights and
answers across digital space. Supply information
to both customers and employees consecutively.
Customer service agents will get benefited a lot
through knowledge management solution In this
digital era, technological advancement has pushed
the need for knowledge management to the
forefront. Businesses now expanded across
multiple sites, on a global scale, and in many
languages. With advanced mobile devices,
employees are expected to be on service 24/7.
Help customers find the answers they need and
empower and connect sales reps or customer
service agents with the correct answers to
customer queries with the best knowledge
management tool.
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FEATURES OF KNOWLEDGE MANAGEMENT SOLUTION
Lets take look at features of knowledge
management solution.
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DELIVER ANSWERS CONSISTENTLY
Help customers get what they need using a
collaborated knowledge management solution. Has
powerful analytics to identify which articles
are working and identify and create new
content. MAXIMIZE SERVICE AGENT
PRODUCTIVITY Quickly present the answers or
articles to customers by adding knowledge
management solutions to the agent workspace.
Suggest the best articles automatically for every
conversation, and then make it easy for customer
service agents to preview and share them over any
communication channel with one single click.
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HELP CUSTOMERS HELP THEMSELVES
Encourage and motivate customer self-service by
embedding relevant articles right into the
enterprises website, community, portal, and
other mobile apps. Instantly respond to customer
queries by using chat bots powered by AI to
recommend relevant articles. STREAMLINE
KNOWLEDGE MANAGEMENT PROCESS The knowledge
management solution applies industry best
practices and ensures the accuracy of articles or
answers. Help customers get quick answers
without delay. In these digital ages, no one
wants to wait for a long time to get a response
from the product side, where knowledge management
strategy comes into the picture to give back
responses as quickly as possible. CONCLUSION The
future of enterprises continues to vary or change
minute-by-minute. Knowledge management solution
helps them stay ahead of the curve. Salesforce
service cloud has the power to take their
businesss knowledge management to the top level.
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Thank you!
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