Importance of a Knowledge Base
The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.
Related Articles
Can I update a particular field based on the incoming Request?
Yes, you can update a particular field using WorkFlow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For detailed help to create workflow ...
How do I customize Customer Portal home screen?
You can completely customize your Customer Portal Home screen by adding Widgets and Sections based on your requirements. You can also choose to hide or show the default widgets and sections in the portal. To enable these customizations, Goto Setup > ...
How do I set priority for the requests automatically?
You can set Priority for requests based on conditions, Workflow Rule and Workflow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For ...
How to configure Time Left Queue?
Time Left Queue works only if you setup Due Date/Time either through Workflow Assignment Values or SLA. To setup Due Date Time based on a specify criteria, Goto Setup > Workflow Settings > Workflow rule > Create rule with a criteria and Save the ...
No requests can be found in Time Left Queue. What could be the issue?
Requests in the Time Left Queue would be shown only when you had set Due Date/Time either through Workflow Assignment Values or SLA. To setup Due Date Time based on a specify criteria, Goto Setup > Workflow Settings > Workflow rule > Create rule with ...