Hands-On: Power Your Support Team with Salesforce Knowledge

Day 3, let's go......Aaaahhhh, finally get to see the actual difference between Salesforce Solutions versus Salesforce Knowledge.

Clive Hollingshead, Master Instructor

Amy Harbin, Training Program Manager, EMEA

Hands-On: Power Your Support Team with Salesforce Knowledge

admin@df11knowledgeB056.com

df2011

Open for 30 days

Salesforce Knowledge

-- Identify, capture, represent, and distribute knowledge

-- Leverage the experience of your peers and your customers

-- Targeted search results that serve every channel

-- Knowledge base where users can create and manage articles

Things Knowledge has  that Solutions don't have

-- Multiple Article Types, different doc styles

-- Article Previews by Channel

-- Data Categories for Articles

-- Data Category Visibility

-- Synonyms

-- Chatter feed on Articles

-- Granular Publishing Controls

-- Article Statistics and Ratings

-- Email articles as PDFs

Notes

-- Different template layouts per type of article

-- Categories is robust

Check out the Enhanced Profile User Interface

We need this!!

Concepts are same within Solutions, but it is truly a Junior version of this.  

Did I say we need this?!

Will create a video walk through using this account and Go to Meeting.  

Knowledge Management.......