Knowledge Management in Salesforce Service Cloud

Welcome to Knowledge Management in Salesforce Service Cloud. This course will teach you how to administer, maintain, and utilize Salesforce Knowledge.
Course info
Level
Intermediate
Updated
May 7, 2021
Duration
37m
Table of contents
Description
Course info
Level
Intermediate
Updated
May 7, 2021
Duration
37m
Your 10-day individual free trial includes:

Expert-led courses

Keep up with the pace of change with thousands of expert-led, in-depth courses.
Description

Are you preparing to configure Salesforce Knowledge within Salesforce Service Cloud and want to learn how to best configure and maintain it? In this course, Knowledge Management in Salesforce Service Cloud, you’ll learn how to administer, maintain, and use the Knowledge object, Record Types, and data categories. First, you’ll explore configuring Knowledge settings and the Knowledge object. Next, you’ll discover data categories and how to maintain Knowledge visibility and permissions. Finally, you’ll learn how to add Knowledge components within Salesforce App Builder and Experience Cloud. When you’re finished with this course, you’ll have the skills and knowledge of Salesforce Knowledge needed to manage and maintain a knowledge base.

About the author
About the author

Jarrod is a Salesforce MVP and Director of Solution Engineering. He has 12 Salesforce certifications and 10+ years of experience in the support, training, and advancement of Salesforce.

More from the author
Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone, my name is Jarrod Kingston, and welcome to my course, Knowledge Management in Salesforce Service Cloud. I am a director of solution engineering at 7Summits, an IBM company, and a Salesforce MVP. Did you know that most struggling support organizations typically lack a structured Knowledge base? That's where Salesforce Knowledge comes in, making it easier for you to manage, maintain, and distribute help articles to both agents and customers. In this course, we are going to review the key areas for managing and maintaining your Knowledge base using Salesforce Knowledge. Some of the major topics that we will cover include configuring Knowledge settings in the Knowledge object, data categories, managing article permissions and visibility, Salesforce Knowledge components. By the end of this course you'll know how to administer, maintain, and utilize Salesforce Knowledge. Before beginning this course, you should have a basic understanding of the Salesforce platform. I hope you'll join me on this journey to learn how to successfully manage and maintain a Knowledge base using Salesforce Knowledge with the Knowledge Management and Salesforce Service Cloud course at Pluralsight.