Service Knowledge

Use This Skill When

• Creating or restructuring Knowledge in Service Cloud.
• Improving case deflection and agent-assisted resolution.
• Defining authoring, approval, and archival controls.

Knowledge Model

• Create article type taxonomy aligned to product and issue domains.
• Define audience and channel visibility (internal, authenticated, public).
• Use data categories for search filtering and governance.
• Add lifecycle states: draft, review, publish, retire.

Operational Pattern

1. Capture candidate articles from solved high-volume cases.
2. Enforce article quality rubric (title, symptoms, environment, resolution, validation).
3. Track reuse, deflection contribution, and stale content.