Learn about... Knowledgebase | Constituent Relationship Management (CRM) | Kent State University

Salesforce Knowledge is not your ordinary knowledgebase tool. Knowledge articles can store information on processes, frequently asked questions, and tutorials. But the real power comes in the ability to display and share articles to multiple constituents on multiple channels.

Whether it’s a service agent answering a student’s question about financial aid or a student looking up how to register for a class on a self-service portal, Salesforce Knowledge brings all of the institution’s operational information to those who need it any time of day or night. And with the latest release this Spring, Salesforce brings several enhancements to the product:

  • Now available in the Lightning Experience, though currently limited to a single article type and single-language mode
  • New single knowledge home page where you can search, view, author, and manage articles all in one place
  • In Lightning Experience, record types replace article types to distinguish between different types of articles
  • New Knowledge Sidebar in the Lightning service console