Salesforce knowledge is the ultimate knowledge database and supporting tool for employees, partners, consumers, and most importantly for service agents who resolve cases for their customers.
Knowledge allows users’ not only create, manage, publish and archive the company information throughout its life cycle but also share it across the organizations and customers who might want to leverage it to a diverse range of channels (Internal App, Customer and Self Service-Communities, or Public Websites) as it’s needed. It exists as a standalone product in the Salesforce platform as well as resides in multiple places such as Service Cloud console as a sidebar, as a footer components which is also part of Live agents. The primary use cases are to help the agents be more productive and support smooth workflow to achieve their goals - resolving cases, attaching article to case, sharing the knowledge to the community for others.
Service Personas: Three personas are developed for primary service use cases.
Service Agents who need to create, edit, and access easily the knowledge, primary articles, when they need to close the cases.
Service Managers who need to publish, archive and keep track of them to understand customer issues and requests coming from the cases.
Finally Customers/Consumers who essentially consume published knowledge externally on the public facing sites and resolve by themselves.
Structure: In two folds, Knowledge has the creation part and consume part. In term of consuming the knowledge, there are two primary pages we need to consider when designing. One is Knowledge landing/home page which include navigation, search, list of articles, related things as key components. The other one is detail article page where all the description and detailed content go with actions and descriptions.
Unified Knowledge-Base: Historically, the design has been fundamentally targeted for the enterprise users who want to create their specific workflow to meet unique business needs and goals. However this extremely flexible platform allows admins to create highly complex flows and logics and eventually these became design problems.
Existing product was fragmented and disjointed. They were all over the places without any consistent, cohesive, unified experience.
Knowledge Widgets in Console: There are the some of the examples where Knowledge would go. To support the agent workflow it is placed as a console component next to cases, Live Agent, footer component being present universality.
Knowledge Search: Search experience is extremely important to increase agent productivity and efficiency. It is leveraged in internal knowledge base as well as external self-service community. It ultimately helps to decrease the service cost (users wouldn't call if they find the solutions) and drive the happy customers.
Type-ahead: We attempt to show all the relevant information coming from diverse sources without even opening the article. In addition, they can see the snippet of the content so they can confirm if it is the information they are looking for. Lastly every content has contextual actions to optimize the experience per use case so users don't even have to leave the search box.
Mobile Knowledge-Base: The goal of mobile knowledge is to let customers access anytime when they need and also approach to the customer service center through multiple communication channels. The customer journey is highly customisable through the Salesforce platform.
Key Screens: Customers land on community home or detailed article when they are coming from Google search. They can find the solution to resolve their issues or they can contact through Email, Chat, or Call as they wish.
Patents: US 20150081569 A1