Configure Knowbler for Salesforce

Configuring Knowbler for ServiceNow consists of three stages. In the first stage, Knowbler and Salesforce are connected. In the second stage, Knowbler is actually used by the support representatives. In the third stage, Knowbler admins can review the article creation statistics to improve knowledge creation. The second and third stages are simultaneous and are more like long-term processes, than a short-term task.

Configuration

If you have recently subscribed to Knowbler, then you can start with Knowbler-Salesforce: Configuration in Knowbler and then follow the instructions on Install Knowbler in Salesforce.

Usage

Setting up is where the groundwork is laid. It's never the end-goal. Organizations buy Knowbler to ease into the KCS mode of content generation, accelerate content generation at source, and increase KCS adoption. Each goal presupposes that support agents can use Knowbler efficiently. Share Knowbler for Agents in Salesforce with your support agents after configuring the app.

Analytics

Configuring Knowbler is akin to constructing a home. It's difficult but a finite process with a start date and an end date. Improving a home with new furniture, carpets, or floors, is a never-ending process. Reviewing Knowbler can be compared to improving a home. There is a lot of work to do after configuring Knowbler. The nature of the work depends how your support agents have taken to using Knowbler. Some support agents are quick adopters while others need more encouragement. You can find the ones who need assistance from Knowbler Analytics, which features 6 different reports to help you stay on top of all the crucial KCS metrics, including who is generating the most useful articles and the most shared articles. Checkout all the reports in Monitor Knowbler Adoption with Analytics.