Knowledge Champion Dashboard Configuration

Encourage your support agents in Salesforce to create and link more knowledge articles by offering incentives such as points and badges. With the Knowledge Champion Dashboard, admins using Knowbler can motivate support agents to:

  • Create more knowledge.

  • Link more knowledge articles to cases.

  • Write knowledge articles that effectively deflect cases (feature coming soon).

Set up the Knowledge Championship Dashboard

  1. Navigate to Advanced Settings > Knowledge Champion Dashboard.

  2. Click Set-up Dashboard Preferences.

  3. Select a Service Desk Management Tool.

    • Only Salesforce is currently supported.

    • If multiple Service Desk Management Tools are linked, the dropdown list will display only those tools associated with Salesforce

    • If Salesforce is the only tool linked, it will be automatically pre-selected

  4. Add support agents to the List of Participants.

    Only agents meeting the following criteria can be added:

    • Have Case-read permissions

    • Are designated as Knowledge Users basically they have the access to create , read , edit or delete knowledge.

    NOTE. The list of agents is updated twice a month: on the 14th and 28th at 12:00 AM. A new agent meeting the criteria (case-read and Knowledge user) may not appear in the list if they were added after the most recent update. In such cases, please wait until the next update.

  5. Select a Reputation Score Rolling Period.

    • Points are awarded to agents when they create knowledge articles or link them to cases.

    • Points are accumulated over a defined period (e.g., 12 months). The leaderboard displays the total points earned by an agent during this period.

  6. Support agents can earn badges for their contribution to knowledge.

    • Admins can define badge thresholds, enabling Knowbler to automatically assign badges based on their reputation score.

    • Default badge thresholds are as follows:

    Badge/Period 12 Months 18 Months 24 Months
    Badge 1 (Achiever) 5–28 5–40 5–52
    Badge 2 (Expert) 29–51 41–75 53–99
    Badge 3 (Master) 52–74 76–110 100–146
    Badge 4 (Leader) 75–97 111–145 147–193
    Badge 5 (Champion) 98–120 146–180 194–240

  7. Scroll up and click Save.

  8. Activate the Knowledge Championship Dashboard on the Service Desk Management Tool.

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