Salesforce Knowledge Base Setup
Budget: $15 – $25 AUD
I run a small call centre that juggles several client processes, and we’re ready to set up Lightning Knowledge inside Salesforce Service Cloud. I need someone to help with the setup and configuration so my agents have a well-structured, searchable repository.
The scope is centred on articles and content management. Together we’ll shape the information architecture—data categories, record types, page layouts—and put in place article templates for the three content groups.
Key deliverables
• Enable and configure Lightning Knowledge, then promote to production once approved.
• Help build custom article types and sample articles for each content group, demonstrating best-practice layouts.
• Optimise search, filters, and data categories to keep answers two clicks away for agents.
• Apply permission sets so agents can read, team leads can create, and supervisors can approve.
• Supply concise admin documentation plus a short hand-off walkthrough so my in-house admin can maintain everything.
Experience with tools such as Data Loader, Knowledge Migration Tool or Flows is welcome, especially if you’ve done green-field Knowledge implementations for contact centres before. Clear milestones, open communication, and practical, ready-to-use results are what I’m after.
The scope is centred on articles and content management. Together we’ll shape the information architecture—data categories, record types, page layouts—and put in place article templates for the three content groups.
Key deliverables
• Enable and configure Lightning Knowledge, then promote to production once approved.
• Help build custom article types and sample articles for each content group, demonstrating best-practice layouts.
• Optimise search, filters, and data categories to keep answers two clicks away for agents.
• Apply permission sets so agents can read, team leads can create, and supervisors can approve.
• Supply concise admin documentation plus a short hand-off walkthrough so my in-house admin can maintain everything.
Experience with tools such as Data Loader, Knowledge Migration Tool or Flows is welcome, especially if you’ve done green-field Knowledge implementations for contact centres before. Clear milestones, open communication, and practical, ready-to-use results are what I’m after.