Category Archives: Service and Support

An administrator for a non-profit posed a question recently about implementing Salesforce Service & Support’s Knowledge Base feature. This is a critical part of the CRM lifecycle, and some upfront investment in thinking about what solutions to create can dramatically reduce repetitive support inquiries later on.  I figured I’d give you some process tips if you’re considering using this.

First, some vocabulary. A Knowledge base in Salesforce is comprised of a set of Solutions, so certain designated customers (or the general public) can search through it to find answers to common issues. Considering that phone-based, live customer support is one of the most expensive customer support channels, businesses of any size should consider offloading some of the more basic questions to an area that people can search themselves.