Salesforce Knowledge

3.9
(10)

Salesforce Knowledge lets you create and manage a knowledge base with your company information and securely share it when and where it's needed.

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Showing 10 Salesforce Knowledge reviews
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Salesforce Knowledge review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Salesforce Knowledge looks and feels bolted on and barely gets us by."

What do you like best?

The WYSIWYG editor works fine and the versioning is great to have.

What do you dislike?

Working with multiple languages is not easier, especially if you need to have different versions of English articles (US, UK, AU, CA, etc.). The drafting and approval processes are confusing. Often it feels like Salesforce acquired a product and just put a link to it in their software with some light integration. While they've continued to expand it into their lightning product, I'm not seeing the leaps and bounds that I see in other areas of Salesforce.

Recommendations to others considering the product

I'm hoping that Salesforce will start to put a lot more development into making this an amazing knowledge management platform. It's passable and the other parts of Salesforce make up for the short comings.

What business problems are you solving with the product? What benefits have you realized?

We have an internal knowledgebase and 10 external ones. The community product really makes knowledge shine, the internal side could use a lot of work.

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Salesforce Knowledge review by Ryan O.
Ryan O.
Validated Reviewer
Verified Current User
Review Source

"Great product, super helpful for agents"

What do you like best?

great for customers, partners, internal organizations. easy to customize as long as you have the bandwidth to develop articles.

What do you dislike?

customization is almost a guarantee, so don't plan to be able to use it directly out of the box.

Recommendations to others considering the product

get organized before your implementation! the more you document your service process the easier it will be to go live.

What business problems are you solving with the product? What benefits have you realized?

Customer support users knowledge to provide canned answers to incoming cases. This is great for case deflection.

What Customer Self-Service solution do you use?

Thanks for letting us know!
Salesforce Knowledge review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"A wealth of knowledge in fairly easy reach"

What do you like best?

What I love about Salesforce, period, is the fact that it is such a customisable CRM. There are a multitude of facets that can be built, applied and integrated with business. what makes the knowledge area of salesforce good is the fact it can answer most questions relatively easy.

What do you dislike?

Remember how I said relatively easy? Well, if you have an idea of what you're looking for but not a specific name, the search functionality is not amazing and you're better of using an online search engine.

Recommendations to others considering the product

Use it in conjunction with other resources at your disposal.

What business problems are you solving with the product? What benefits have you realized?

Most basic problems can be relatively quickly and concisely answered by Salesforce Knowledge. The main issue that can isolate potential users is jargon, but this is also where their Trailhead product comes into play.

Salesforce Knowledge review by Consultant
Consultant
Validated Reviewer
Review Source

"Easy, straightforward knowledge management"

What do you like best?

It is very well integrated within the Salesforce Service Cloud, making it a good option when using it for customer support. Information is easy to access and timely delivered with the predictive articles system, and having support agents submitting their own solutions to known problems is the best way to enrich a company's knowledge database.

What do you dislike?

Knowledge does not go much further than the basic functionality. Einstein will probably improve the way articles are delivered, but knowledge management by the user designed for it is still a little clumsy.

What business problems are you solving with the product? What benefits have you realized?

Improving a support team first interaction resolution rate, avoiding time waste solving known issues and providing agents with a tool to enrich the company's knowledge base.

Salesforce Knowledge review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"Thumbs up for SF Knowledge "

What do you like best?

Knowledge is an easy way to organize all the knowledge for your company that is easily accessible and can also help in self service.

What do you dislike?

The formatting and ability to insert pictures I would like to see some improvement. Its hard to copy and past already written articles.

Recommendations to others considering the product

Once you have your knowledge base it will definitely be worth the work!

What business problems are you solving with the product? What benefits have you realized?

We are solving the ability for Customers to self serve and also the ability to share articles with our teammates so we are able to help each other out.

Salesforce Knowledge review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
Verified Current User
Review Source

"Good if you go all in"

What do you like best?

Adaptable to SF environment and works well as part of the Sales force ecosystem

What do you dislike?

Price. Ties you to Salesforce. Very hard to move off and integration with other apps is clumsy, despite the APIs. Very expensive license and implementation

What business problems are you solving with the product? What benefits have you realized?

Leveraging internal expertise. Good does faqs and building out knowledge repository

Salesforce Knowledge review by Consultant in Computer & Network Security
Consultant in Computer & Network Security
Validated Reviewer
Review Source

"Salesforce knowledge is very beneficial"

What do you like best?

Salesforce knowledge is very useful for companies to do self help and support for the customers, partners and employees. This saves a lot of time of internal agents and also helps time for customers. This is helpful in reducing the number of cases created.

What do you dislike?

they should improve the enhanced search and make it very robust.

Recommendations to others considering the product

Very helpful and useful tool for customers.

What business problems are you solving with the product? What benefits have you realized?

we are using the knowledge in our community and very helpful for customers and partner users.

Salesforce Knowledge review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Salesforce Lightning Knowledge"

What do you like best?

I like Salesforce Knowledge user interface

What do you dislike?

Salesforce Knowledge Deeplink feature is not available in Lightning

What business problems are you solving with the product? What benefits have you realized?

Salesforce Knowledge missing deep linking feature

Salesforce Knowledge review by User
User
Validated Reviewer
Review Source

"Great Asset"

What do you like best?

I love that we can write knowledge articles for internal use or for our clients and that we can associate our articles with cases so if anyone needs to reference an article, it is easily searchable.

What do you dislike?

I have no dislikes about SALesforce Knowledge

What business problems are you solving with the product? What benefits have you realized?

We are able to build a database of helpful “how tos” for our clients!

Salesforce Knowledge review by Internal Consultant in E-Learning
Internal Consultant in E-Learning
Validated Reviewer
Review Source

"Love Salesforce"

What do you like best?

Ability to prepare Articles and import to Salesforce Knowledge

What do you dislike?

I cannot think of anything off the top of my head. Really nice solution

Recommendations to others considering the product

This solution is a wonderful tool for exploration and interest building

What business problems are you solving with the product? What benefits have you realized?

More inquiries turn to true leads

Kate from G2 Crowd

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* We monitor all Salesforce Knowledge reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.