Set up a branded self-service Help Center in Salesforce by activating the Knowledge Base, configuring topics mapped to your data categories, adding your logo and branding, and publishing. Customers submit requests through the form, which automatically become cases routed to your support team.
Welcome to Getting Started with Salesforce Essentials. In this video, you'll learn how to easily build a branded self service support site to help your customers find answers to your questions. Please note that you must activate and configure Knowledge Base before you can get started with Help Center. Take a look at the description section of this video for links to helpful contents on setting up Salesforce Knowledge to get started with Help Center Start from Salesforce Essentials. Click the Gear icon and pick Service Setup. Click View all and Recommended Setup and scroll down to Help Center. Our guided setup flow walks you through every step of creating and launching your self service support site. Let's get started. Enter your Help center name and URL and click Next. Choose your Help center topics based on the data categories in your Knowledge base. If you don't see any topics here, go ahead and add some. You can connect them to knowledge articles later. Choose which of your colleagues should be able to create and publish knowledge articles. Article authors can create structured answers to common customer questions. Share those answers with the rest of your organization, or choose to publish them to your Help Center. When a customer can't find the answers they're looking for, they can submit a support request right in your Help Center. In this screen you get to pick which fields to include on the support form. Now it's time to brand and customize your site to start. Upload your company logo. And replace the stock images. Click the Lightning icon to add Ready to use components like a contact support button to your page. Change how the pre filled page components are laid out, and remove the ones you don't need. Once you're ready, simply click Publish and your site goes live. This is it. Now your customers have somewhere to go to for answers to your commonly asked questions. They can easily pull up your help articles and if they don't find the answer they're looking for or have a more complex issue, they can easily contact your support team. They simply fill out the form with the field you specified in the Setup flow and click Submit. All Help center requests turn into cases that get assigned to your support team according to your case assignment rules. Thank you so much for watching. Check out the description for this video for other resources to help you get started with Salesforce Essentials.
