Create knowledge articles with answers to common questions and concerns that shoppers
or buyers tend to ask. Your customer service representatives can share these knowledge articles
directly with customers. You can also work with your developer to embed the knowledge articles
in your store.
Required Editions
Which
Salesforce Commerce Product Do I Have?
Knowledge articles can take different forms, but they all serve a common goal—to share
knowledge with your shoppers or buyers. These articles can be frequently asked questions, blog
posts, or supported guidelines. For example, a customer service representative can write or
request an article that explains whether a warranty can be extended post-purchase and how to
do that. Any time a customer has questions about warranty purchase rules, the customer service
representative can share the knowledge article with the customer.
For more information about creating and managing knowledge articles, see Create a Knowledge Base with Salesforce Knowledge.
