Knowledge management

Salesforce Knowledge gives you the capability to build a complete knowledge base inside Salesforce to service support agents, partners, and customers. Salesforce Knowledge is a placeholder where you can easily create and manage content, known as articles, and it is easy to find and view the articles you need. If you don't have any idea what a knowledge base is, it is basically a collection of articles with significant information about your products and services. The knowledge base is the most common way to provide a self-service portal to customers to solve their own queries, which helps the organization to decrease the case creation rate. This means hiring fewer support agents, and it helps customers to solve their queries a lot faster than calling up and waiting to ask a relatively common question.

For example, instead of calling the Apple customer care to ask about how to force restart an iPhone, it is very easy to read a knowledge article that describes the steps...