One of Salesforce’s goals is to empower your end-customers by giving them flexible ways to connect with your company. Sure, you can set-up a contact center to give excellent customer service 24/7. How about giving your end-customers a more independent way to learn more about your company and your services? With Salesforce, you can do that by creating your own help texts in Salesforce Knowledge.
Your customers will probably ask about several aspects of your business, including your products, services, policies, warranties, etc. As a result, you’ll have to arm yourself with a large collection of help articles encompassing almost all your customer-related business affairs.
With the vast number of articles you’re going to end up at hand, how would you properly categorize them? The answer is Data Category for Articles in Salesforce Knowledge. (more…)