Salesforce Knowledge & Case Management App

User-created articles are saved as drafts until checked and published by knowledge managers.

You can organize landing pages by any content using a Rich Text field.

This feature allows you to create different knowledge bases for multiple products and let your members search through each base independently.

Salesforce offers a powerful system for storing and managing documentation, providing website visitors, clients, partners, and service agents with easy access to important information – Salesforce Knowledge base. It is a versatile knowledge management tool that helps increase agent productivity, enhance customer self-service, and improve support capabilities.

Salesforce Knowledge base’s limited out-of-the-box functionality for Experience Cloud can hamper your ability to solve business challenges. Poor filtering, complicated topic-based navigation, and unsupported article categorization are common issues. To address these gaps, we created AC Knowledge Management Enterprise, an app for seamless and holistic knowledge management on Experience Cloud.

AC Knowledge Management Enterprise offers a comprehensive and user-friendly solution for managing knowledge in the Salesforce Experience Cloud, with advanced features that go beyond the out-of-the-box functionality of the Salesforce Knowledge base.

Here are some Salesforce knowledge management best practices in short:

1. Define a clear strategy and goals for your knowledge management program.
2. Define a taxonomy and categorization structure to organize your knowledge base.
3. Regularly review and update your knowledge base to ensure accuracy and relevance.
4. Encourage collaboration and knowledge sharing among employees.
5. Use data analytics to measure the effectiveness of your knowledge management program and identify areas for improvement.
6. Provide easy access to the knowledge base through various channels, such as websites, portals, and mobile apps.

To set up a knowledge management app in the Experience Cloud site, you need to install an app designed for Experience Cloud, such as AC Knowledge Management Enterprise. Then, configure the app to meet your organization’s needs, create and publish knowledge articles, and add the app to your Experience Cloud site so users can access the knowledge base.