Yana Pushkar

Lightning Knowledge Base in Salesforce Experience Cloud. Meeting customer expectations and increasing user experience, Yana Pushkar, 201 level

Salesforce Knowledge Base is a potent instrument that gives website visitors, customers, partners, and service agents all the essential information about a business’s product or service. Additionally, it helps get answers to frequently asked questions or helps enhance self-service on a digital portal.

However, in some cases, the OOTB Knowledge base features are not capable enough.

In the session, we will discuss:

  • Best practice for building a knowledge base
  • The most popular customer requests and ways to implement them
  • Tips that help you understand customers’ expectations and gather requirements and so on
  • Red Flags that Indicate customer need to enhance their KB