Maintaining a Knowledge Base For Member Self-Service

Using Salesforce to maintain a knowledge base for member self-service involves several key steps -- from creating and organizing content to ensuring it is easily accessible and kept up to date. Here’s a comprehensive guide:

Set Up Salesforce Knowledge

• Go to Setup, enter "Knowledge" in the Quick Find box, and then select Knowledge Settings. Click Enable Salesforce Knowledge and configure the settings as needed.
• Create data categories to organize articles. Go to Setup, enter "Data Category," and then create categories and assign them to the knowledge base.

Create Knowledge Articles

• Define the types of articles you need (e.g., FAQs, guides). Go to Setup, enter "Article Types," and create the necessary types.
• Go to the Knowledge tab, click New, select the article type, and start writing. Use rich text formatting to make articles clear and easy to read.
• Add tags, keywords, and data categories to make articles easily searchable.

Organize and Publish Articles

• Assign articles to relevant data categories to help users filter and find information quickly.
• Define who can see each article by setting permissions. This can be based on profiles or user roles.
• Once an article is created and reviewed, publish it to make it available to your members. Articles can be published immediately or scheduled for future publication.

Enable Self-Service Access

• Use Salesforce Experience Cloud to create a self-service portal where members can search for and read articles. Go to Setup, enter "All Sites," and create a new site.
• Use the builder to customize the look and feel of the portal. Add a search bar, knowledge base component, and relevant filters.
• Ensure members can access the portal by setting appropriate login requirements and permissions.

Maintain and Update the Knowledge Base

• Set up a schedule for periodic reviews of articles to ensure they are up to date.
• Enable feedback options on articles to gather input from members. Use this feedback to improve the content.
• Salesforce reporting and dashboards can monitor the usage of articles, identify popular topics, and spot gaps in the knowledge base.

Leverage AI and Automation

• Enable Einstein to suggest relevant articles to users based on their queries or case details.
• Use automation rules to suggest articles during the case creation process or through chatbot interactions.

Orchid Connect is a woman-owned Salesforce implementation firm with 30 years of experience serving associations, non-profits and small/medium businesses. We specialize in strategic and implementation services, go-to-market support, and ongoing support. To learn more, reach us at reachout@orchidconnect.com.