How to upload information to the knowledge base
Uploading information to the knowledge base in Salesforce requires a Service Cloud license, admin access to configure article types, and navigating to Salesforce Knowledge from the App Launcher. The process takes around 30 minutes per article. In Teeo, you tell the assistant what information to add and it's available immediately.
How to do it in Teeo
“Add to the knowledge base: [information about our services]”
The information is saved to the knowledge base instantly and the assistant can use it right away.
How to upload information to the knowledge base in Salesforce: step by step
Requirements
- ·Salesforce Knowledge is a native Service Cloud feature. Requires a Service Cloud license in addition to the base Salesforce license.
- ·An administrator must enable Salesforce Knowledge from Setup before agents can create articles.
- ·Article Types must be pre-configured by an administrator so users can select them when creating an article.
Log in to Salesforce
Go to login.salesforce.com and enter your credentials. Make sure your account has an active Service Cloud license, as Salesforce Knowledge is not available in basic Sales Cloud.
Open the App Launcher
Click the grid icon (App Launcher) in the upper left corner of the navigation bar. A panel will open showing all applications available in your organization.
Navigate to Knowledge
In the App Launcher search field, type 'Knowledge' and select the 'Knowledge' application from the results. This will take you to the main view of the knowledge module.
Create a new article
Click the 'New' button in the upper right of the Knowledge Articles list. A form will open to create a new article.
Select the article type
In the 'Knowledge Article Type' field, select the appropriate article type (for example: FAQ, How-To, Reference). The available types depend on what your Salesforce administrator has configured.
Complete the title and body of the article
In the 'Title' field, enter a descriptive title for the article. In the main content section, type or paste the information you want to upload. You can use the rich text editor to add formatting, images, and links.
Add categories and labels
In the right sidebar, find the 'Categories' section and assign the article to the relevant data categories. This helps agents and customers find the article through filters and search.
Publish the article
Click the 'Publish' button at the top of the form. Confirm the action in the dialog that appears. The article will be published in Salesforce Knowledge and available to customer service agents.
Frequently asked questions
Is Salesforce Knowledge available on all plans?
No. Salesforce Knowledge is an exclusive Service Cloud feature. If you only have a Sales Cloud license, you will need to add Service Cloud to your subscription to access this functionality, which represents a considerable additional cost.
How many steps does it take to upload information to the knowledge base in Salesforce?
There are 8 steps: log in, open the App Launcher, navigate to Knowledge, create a new article, select the article type, complete the title and body, add categories, and finally publish. The process takes approximately 30 minutes per article.
What is the fastest way to add information to the knowledge base?
With Teeo you only need to write a message to the assistant indicating what information to add, and it becomes available in the knowledge base in less than a minute, with no additional steps or special licenses required.