Chapter 12
Managing and Categorizing Articles
In This Chapter
Managing the article publication process
Understanding article actions
Categorizing and finding articles
Automating the article lifecycle
With Articles, harnessing your organization’s knowledge has never been easier. Your service organization can fine-tune every aspect of the knowledge management lifecycle to the level of detail that suits the team and the organization’s culture. The ability to categorize your articles hierarchically will allow your support agents to quickly search an entire catalogue of knowledge articles and find the result they, and the customer, are looking for in a matter of moments.
In this chapter, we lay the foundation for managing and categorizing the articles in your knowledge base. We walk you through each phase of the article lifecycle and explain the configuration steps needed along the way. Then we explain how you can leverage powerful categorization tools available natively with Salesforce to organize your articles in a manner that allows your agents to most easily locate relevant information. ...
Get Salesforce® Service Cloud® For Dummies® now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
