What is the best solution to provide employees, customers, and partners access to all the information they need to resolve their cases through Salesforce communities?
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A. B. C. D.Correct Answer: D
Salesforce Knowledge quickly offers articles to your customers and agents in a community.
Knowledge articles provide accurate information to customers whenever they need it.
Option A is incorrect because a channel refers to the medium by which an article is available.
Salesforce Knowledge offers four channels where you can make articles available.
Option B is incorrect because Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.
Option C is incorrect because answers are no longer supported in all Salesforce Orgs as of the spring'18 release.
Reference:
Salesforce communities can be an effective way to provide employees, customers, and partners with access to information they need to resolve cases. The choice of the best solution depends on the nature of the information that needs to be shared and the specific requirements of the organization.
Here's a brief overview of each option:
A. Articles: Salesforce Articles are detailed documents that can provide information on a specific topic, such as product features or troubleshooting tips. Articles are organized in a knowledge base and can be searched or browsed by users. Articles can be helpful for providing step-by-step instructions or detailed information on complex topics.
B. Ideas: Salesforce Ideas is a feature that allows users to submit ideas for product improvements, features, or new products. Other users can vote on the ideas, and the most popular ideas can be prioritized by the organization. Ideas can be a useful way to engage customers and partners and to gather feedback on products or services.
C. Answers: Salesforce Answers is a Q&A-style platform where users can ask questions and receive answers from other users or experts. Answers can be helpful for resolving common issues or providing quick solutions to problems. Users can rate the quality of answers, which helps to identify the most helpful responses.
D. Knowledge Base: A knowledge base is a collection of articles, frequently asked questions, and other resources that are organized and searchable. A knowledge base can be a central repository of information for employees, customers, and partners. A knowledge base can be particularly helpful for resolving complex issues or providing detailed information on products or services.
In general, a knowledge base is likely the best solution for providing access to information for resolving cases in Salesforce communities. However, depending on the specific needs of the organization, articles, ideas, or answers may also be useful. It is important to carefully evaluate the requirements and goals of the organization when selecting the best solution for a Salesforce community.