GETTING READY THIS MONTH THE EXCHANGE Fall 2023 3. Keep your content up to date. 5. Track your results. Track and improve the quality of your knowledge articles. If you ever wonder if that knowledge article you wrote is actually helping While we recommend setting up a knowledge base to handle customers, it’s time to 昀椀nd out. Like any other area of your business, it’s your common questions, it’s important to maintain them important to track performance around your knowledge articles to see and ensure they remain relevant to customers. Gathering where you can improve. The Lightning Knowledge dashboard provides all feedback can help you determine which articles are most sorts of valuable insights into your knowledge base, such as most viewed helpful, and which ones need work. The Lightning Knowledge articles, average article scores by author, and top queries without results. Feedback app collects written feedback from customers and This AppExchange o昀昀ering has much of what you need to visualize your assigns it to the best person to manage those insights — and knowledge base at a glance — and ensure it’s performing well. implement improvements. Learn more Learn more 4. Ensure your content meets industry standards. 6. Automate tasks for cases with triggered flows. As your organization grows, processes are certain to change, and If your customer support team has to manually close cases after more than seven days, it’s a good practice to update your knowledge articles as soon as that impacts e昀케ciency and takes agents away from more urgent tasks. Automated changes roll out. Content Standards Checklist is a Lightning Web Case Work昀氀ows is your one-stop shop for all common automations on a Component that enables auditors to track and improve the case object. Some of the tasks it can do for your team include closing quality of your Salesforce Knowledge articles. It lets cases that are waiting on customer responses, case escalation, admins easily create a custom checklist to help creating cases based on external events, to name a few. This ensure articles remain relevant and up to package is designed to ensure timely closure of cases industry standards as your organization with multichannel noti昀椀cations, real-time Slack evolves. This drag-and-drop checklist collaboration, and better case management. can help auditors determine the Learn more quality of an article, monitor your overall organizational maturity around article quality, and evaluate the cumulative score for knowledge- centered service contributors. Learn more Discover more customer service apps. We’ve covered just a few of the apps on AppExchange you can use to enhance your service operations. Salesforce Labs is constantly bringing new innovations to the marketplace, so be sure to follow us on X (@AppExchange) to stay updated on our newest inventions. You can browse through more service apps created by Salesforce Labs and partners here. If you’ve used any of these apps, we want to hear from you. Share your experience with other users by leaving a review.