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Thursday, March 19, 2015

Salesforce Knowledge Part-4

How to use an article on a case

Post in progress.........

A company with excellent customer service gets repeated business from customers. No matter how big or small your business is, customer service is the heart of your business model. The significance of a good and fast customer service is essential for a healthy business. Integrating article management  with cases in Salesforce can maximize satisfaction and drive repeat business with customer. Use Salesforce knowledge base to share solutions and product related details with your customers as well as internal team members.



In our previous posts we learned how to enable knowledge and create articles. In this post we will learn how to use articles on cases. Let us began by creating a case on a sample record. In 1-2-3 SFDC org select a contact to create a case. Pick a random contact say  “Jack Rogers” go to the related list section on the contact and create a case. Our intention is to create a case related to the article that we published to see if the related articles are automatically suggested on a case when we hit find articles. 

Specify all the details on the case page like status, case origin, subject and description and hit save. Now go to the related list section and select “Find Articles” if you do not find articles in the related list section then you probably have to go back on the case page layout and add articles on the related list. 


Go to the related list section and select “find articles”



You will find your newly published article for Dell Inspiron in the suggested articles list.






Select the dell Inspiron article from the list and observe the page. On the top you can rate this article from 1 star to 5 stars. Follow this article in case you would like to have regular updates if there any version changes.



Go back to knowledge and attach this article to your case.


The newly created article has been attached to the case,since we found the right article for our case we are all set to close it. While closing the article you can select the case close reason as existing problem because we already had an article in our knowledge base. 





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