Set up Salesforce Knowledge by configuring who can create articles, building categories, and publishing to Help Center. Check the "Visible in Public Knowledge Base" box to make articles appear on customer cases.
Welcome to Getting started with Salesforce Essentials. In this video, you will learn how to set up Salesforce Knowledge so that you can help your team more easily find answers to common customer requests as well as publish these answers in Help Center. Take a look at the Description section of this video to learn how you can set up Help Center, a self service support site that helps your customers find answers to their questions. Start by navigating to your service homepage. Click on the gear icon in the top right hand corner and pick Service Setup. Click View all in Recommended Setup and scroll down to Knowledge Setup. Our guided Setup flow will walk you through every step of configuring and activating your knowledge base. Let's get started. Choose which of your colleagues should be able to create and publish knowledge articles. Create categories for the different types of content that your knowledge articles will talk about. You will also be able to add and edit these even after you're done with this setup flow. That's it. Now it's time to go to your knowledge base and get started on writing some articles. To create a knowledge article, simply click New in the upper right, give your knowledge article a title, specify which question or questions it answers, and write out the solution. If you check the Visible in Public Knowledge Base checkbox. Once published, the article automatically appears on your Help center. Once your article is written, assign it to the categories it talks about. And hit Publish. That's it. Now when a customer request comes in, relevant knowledge articles are surfaced automatically based on case, subject and description. Thank you so much for watching. Check out the description for this video for other resources to help you get started with Salesforce Essentials.
