Salesforce Knowledge: Knowledge is Power


Google drive, Dropbox, box, computer storage wait… where is that document?

For anyone that has ever spent more time looking for a document than it would actually take to read it, we recently came across a Salesforce tool that can cut your document quest down to one search bar; Salesforce Knowledge.

So, what is it?

Salesforce Knowledge is a way for organizations to create and share ‘articles’ [aka any information pertinent to your organization, volunteers, board members, the list goes on…]. Basically it allows you to create and store documents in your Salesforce instance with the option of integrating it with a plethora of other Salesforce tools for collaboration and productivity. The robust article tagging system means that you can search on article tags, and set up detailed ‘data categories’ that are also searchable.  Version control eliminates the total confusion of google docs, and allows for multiple layers of access depending on the user’s role in the organization. For example, certain users can be ‘article approvers’ to edit in progress articles while others can be ‘managers’ to fully publish these updated versions.

Not only that, but Knowledge articles can include:

  • simple text articles
  • embedded videos
  • collections of links
  • as well as custom HTML/CSS to spice up your article

Knowledge was originally designed for businesses using the Service Cloud so agents could easily attach relevant information to customer inquiries. Yet, like many Salesforce products, nonprofits can use Knowledge for so much more. Surprisingly affordable and fantastically powerful, we’ve helped nonprofits use Knowledge to manage their programs and share resources with internal and external stakeholders.

Okay, as a nonprofit why would I use this?

  1. Keep track of Institutional ‘Knowledge’
    • For purely internal tracking of organizational knowledge that can be easily shared privately within staff — or publicly with board members or external stakeholders —Knowledge makes it easy to manage, create and update any article [aka document] you wish to create. More importantly it allows documentation of changes within the organization over time and provides one repository for all inquiries regarding org know-how [i.e. Best practices for setting up and event, Board Member Meeting minutes]
  2. Cultivate collaboration among various Stakeholders
    • Knowledge articles are also interactive and allow stakeholders to comment and like. This ultimately gives Knowledge Managers the ammo they need to update resources based on external feedback, all the while tracking changes and saving previous versions.
    • For anyone running a program with AmeriCorps volunteers or volunteers in general, you can take this collaboration to the next level by linking Knowledge to your Salesforce Community where full discussions can be started around specific topics using Knowledge articles as reference
  3. Create a culture of self-service
    • Do your various stakeholders have questions that can easily be answered by a document created years ago? With that documentation saved in Knowledge articles, members can find the answer they need immediately, by searching a complete database instead of emailing and taking up precious staff time. Ultimately saving everyone time.

Theresa Hall has deep skills in digital marketing and nonprofit community management that she applies to her work with all clients. She has three years of experience helping nonprofits maximize their systems through the use of Salesforce. Building on a digital marketing consulting role and international development fieldwork, Theresa most recently served as the Community Engagement Manager for the Full Circle Fund - a foundation and member-led capacity building initiative for nonprofits. She loves implementing and designing systems for scaling nonprofits and coaching leaders through the highs/lows that come with doing work you love. Theresa graduated from the University of Notre Dame with a degree in Marketing and Spanish and completed her Masters in Social Entrepreneurship from Hult International Business School . In her free time, you can find her further north camping and enjoying the crazy terrain California has to offer. Theresa is a Certified Salesforce Administrator.

Posted in Community, Implementation Success

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