The business use case for using this module is as follows:
Your company has a self-service portal and you want to provide a set of content for your end users so that they can refer to it and solve their problem or know more about the products that the company offers.
You want to provide content for your sales or service representatives, which can help them in educating them about FAQs, solutions to known problems, and so on.
The greatest feature of knowledge management is the ability to search. Knowledge can be multilingual. One can set up an approval flow for knowledge. Knowledge in Salesforce follows a cycle from the draft state to the published state. The entire cycle can be managed to improve the quality of the content.
Articles are first drafted and then sent for review to article managers. Once reviewed, these are published. Articles can be versioned, and one can vote and rate them. Articles can be archived as well.
As an admin, it's important to note that in order...