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