sf-service-knowledge

name	sf-service-knowledge
description	Service Cloud Knowledge strategy and implementation guidance. Use when designing article types, data categories, publication workflows, channel visibility, and knowledge-centered support operations.
disable-model-invocation	true

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.

Deliverables

• Knowledge architecture blueprint.
• Authoring and approval RACI.
• Search relevance and deflection KPI plan.