Chapter 10
Planning Your Knowledge Implementation
In This Chapter
Understanding Salesforce Knowledge
Getting familiar with Knowledge terms
Planning the information your knowledge base will contain
Considering how your users will interact with your knowledge base
Determining controls around publication
Thinking about the users in your system and the permissions they need
Your organization surely has a great deal of institutional knowledge — well, at least some institutional knowledge, right? No matter the breadth or depth of your organization’s knowledge, you need to ensure that your employees, customers, partners, and the public can interact with the information they need in the right moment, the right place, and the right format.
Salesforce Knowledge provides the framework for a knowledge base that can enable your organization to quickly create and easily manage information that ...
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