5 Reasons Why You Should Use a Knowledge Management System with Salesforce Lightning

Whether you’re an individual contributor or an internet giant, it is vital to maximizing efficiency and output. Knowledge supervision solutions address issues related to finding and handling essential data.

Expertise and supervision tools have been around for many years now, but as new technologies emerge, there is more activity in the market. The primary obstacle to establishing a Salesforce knowledge management system is perceived value. 

The obstacle lies in gaining approval and support from stakeholders and other decision-makers. This article discusses five reasons why KMS (Knowledge Management System) with Salesforce Lightning (SL) are essential.

What is Knowledge Management in Salesforce?

KM is a section of Salesforce that enables staff members to share data robustly. The marketing personnel, alongside the managers, are empowered to create a case article in Salesforce, which all users in your company will utilize. 

The info hub offers a wide range of choices, allowing you to align your control system to fit your business needs.

If clients or partners call with concerns, they need to arm your support team with their expertise to solve the issue. Knowledge Management may assist in solving these concerns raised by the clients. 

It empowers you to craft content and avails it to your clients and affiliates. This expertise can offer solutions to common queries from your subordinates, agents, and clients. It frees up time for your agents to focus on complex cases. 

To get more information, keep reading about how to create a knowledge base in Salesforce.

Is Salesforce Knowledge Right for You?

The Salesforce Knowledge management feature is invaluable for clients who need to ask their readers queries. It also aids their workers with the skills to utilize while at work. 

Salesforce Knowledge base collaborates with other Salesforce cloud applications to create fully automated end-to-end support processes, especially case deflection. 

Specific industries which would gain from adopting SK include:

  •  Information technology and services
  •  Marketing and advertising
  •  Retail
  •  Financial services
  • Non-profits

How is Salesforce Knowledge integrated with Lightning Experience?

You may use LK as the organization’s info hub or a support entry for the clients or blend it with other Salesforce products such as Experience Cloud, Service Cloud, and Omni-Channel.

To activate LK, Go to Setup, type in Knowledge Settings in the Quick Find box, and click on Knowledge Settings. Tap on the ‘Enable Lightning Knowledge’ checkbox

To use SK in Lightning Experience, Salesforce community knowledge search, and the Salesforce mobile app:

  • Activate this feature for your community.  
  • Enable SK in the App Manager.  
  • Give the staff a profile or permission set and reading access to SK.  
  • Your personnel should read at least one content type.  

Before integrating the knowledge component of Salesforce with LE, the staff and other readers should prepare for the new development. Here’s what to consider:

  • All the organization’s knowledge users must acquire a license that includes SK.
  • If you got a Developer Version org, you can’t disable LE, but you can activate or deactivate it.
  • If your org uses Person Accounts, ensure that they link to the Article object. They won’t utilize SK unless they’re mapped to the Article object and viewed it. See Map Users to the in Setup.
  • Review Permission Sets for Using SK with Lightning Experience and grant permission sets as needed to allow staff and fans to work with articles in LE.

5 Reasons to Integrate Knowledge Management System with Salesforce

Knowledge management systems are essential because of the following ways.

 1. It Creates a Single Source of Truth for The Company

Customer-facing personnel needs access to the same set of updated, accurate, and easy-to-find learning material. Posting the company’s expertise data at a commonplace enables readers and staff to access it fast. 

2. Collaborate Better

When project teams collaborate on file-sharing or other tasks, they often email attachments back and forth or use third-party cloud storage services like Dropbox or Google Drive. 

3. Managing Information Retention

Retaining acquired info is a challenge for modern firms. A Salesforce internal knowledge management solution prevents such issues by availing learning resources and documents that can help to educate staff on processes, guidelines, and procedures. 

4. Multi-Channel Customer Service

An integrated Salesforce knowledge article management accords sales personnel with expertise on how a buyer engages your enterprise through electronic mail, interactive platforms, phone, and chat channels. It allows the team to offer the best service that caters to each client.

5. Long-term NPS Improvement

An expert system enables beneficiaries to self-serve and finds answers independently, thus reducing your average handle time (AHT). They get satisfaction while you improve on your Net Promoter Score (NPS). For more info, check the AC Knowledge Management Enterprise app from Advanced Communities..

6. Managing customer support. Case Deflection.

Knowledge articles exposed on your site can help external and guest users deflect support cases from your service agents as you empower your customers to self-service and solve their queries. When a user creates a case on-site, the Case Deflection component searches text as it’s being entered into the Contact Support Form component, and returns relevant articles and discussions. If users don’t get the answer they need, they can continue with their request for support


Salesforce Lightning is a flexible advancement program with many available tools, consultants, developer features, and supports custom configuration to enable users to access basic information about their business.

At Advanced Communities, we help customize and integrate Salesforce knowledge management system for staff and members at an affordable cost.

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