I am unable to understand exact what salesforce
Knowledge used for. i understood that it is used to create ,publish and manage articles. can any one describe what are the exact use cases

1 Answer 1


Here are few use cases

1)Lets say you have call center app with agents working to resolve customer problems ,there may be already documentation based on previous solved cases and that would be help to solve the problems for cases on similar lines .

2)Say that you have a sales app and your reps need to know and learn about products so these articles can be helpful and also this they can share with customers

3)You have a self service portal for your customers and hosting all your knowledge articles will help you to reduce burden of your agents

A good example is a bluejeans site that shows how knowledge articles are leveraged for customer service

  • Removed ! Thanks for notifying me that link is outdated . Commented Jul 17, 2019 at 20:57
  • 1
    My pleasure. Will remove both of these comments to keep the post clean :-) Commented Jul 17, 2019 at 21:32

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