For Internal use only Knowledge Management Instruction for CEM PEPF-QMS-T12-0350 - Knowledge management B2C Instruction for Local and Global CEM This document explains how consumer experience managers (CEM) can use the Salesforce Knowledge Management system (SFKM). A global CEM is responsible for getting the correct technical product information in our knowledge base, which will be visible to agents and consumers. A local CEM is specifically responsible for making the correct information visible to agents. The CEM is responsible for: Approving articles Publishing them Archiving them if applicable Monitoring through reporting Content specialists are responsible for Creating and editing articles in SFKM Submitting them for approval Sending them out for translation Processing feedback Monitoring through reporting As a CEM, you generally do not create articles yourself, but you review and approve the articles created by the content specialist. In order to make sure articles are reviewed before they are published and to have FDA compliant process flows, the two roles have separate permissions set up in the system. Before you start Doc ID: PEPF-QMS-T12-0350 Document title: Author: Janne van Herpt Version: 1 Knowledge Management B2C Instruction for Local and Global CEM Approver: Sietske Sybrandi Status: Approved Page 1 of 43 Template ID N/a Template Version N/a
Before you start working with SalesForce Knowledge Management (SFKM), you should know the following: It is best to use Google Chrome or Mozilla Firefox when you are working with SFKM. A pop-up blocker can cause issues with certain pages, so make sure to allow pop-ups for SFKM. Contents of this document 1. Reviewing and approving an article, page 3 2. Publishing an article, page 15 3. Archiving articles, page 17 4. Reporting, page 23 5. Writing content as a CEM, page 40
1. Reviewing and approving an article Local and global content specialists create articles in the Knowledge Management system. You, as a CEM are responsible for reviewing and approving these articles. The following steps explain the process of reviewing and approving/rejecting an article. 1.1. Approving Non-Medical Content Step 1 Log in to SalesForce Knowledge Management Info There are two ways in which you can access the articles which need review/approval. Through the link in the email you receive when an articles needs review/approval (explained in step 2A). By logging in to SalesForce (explained in step 2B). Step 2A Open the article from email Click the link in the email with the approval request.
Step 2B Open the article from SalesForce Open the SalesForce home tab. Go to items to approve at the bottom of the page. Click the title of the article you want to review.
Step 3 Review the article Review the article in SalesForce. Check whether all required fields are filled correctly and whether the correct products are assigned to the article. Always confirm any markdown tags are shown correctly by clicking on the preview button. It can be that the article concerns a new version of a previously published article. If that is the case, verify the internal comments field to see what has changed. You can find this field below the main article section. Info After reviewing you have the following options: o Can be reassigned, when you want someone else to review the article (e.g. when the article is not assigned to the right approval queue or you want a second opinion) (follow step 4A). o Can be rejected, when correction is needed (follow step 4B) o Can be approved, when correction is not needed (follow step 4C) For medical content (referred to as controlled content in SFKM), you need to take additional steps, before approving or rejecting the article. Jump to section 1.2. Step 4A Reassign the article Scroll down to approval history at the bottom of the article. Click the Reassign link.
A new page opens. Change the approver to another queue or a specific user. Add a comment in which you explain why you Reassign the article. Click the Reassign approval request button.
Always use the reassign option at the bottom when it concerns the approval flows. Do not use the Assign button at the top of the page. Step 4B Reject the article if corrections are needed Scroll down to approval history at the bottom of the article. Click the Approve/reject link. A new page opens. Add a comment in which you explain why you reject the article. Click the Reject button.
Always add a comment to your rejection. Write your comments in English! After you have rejected the article, the content specialist will get an email notification and can adjust the article. Step 4C Approve the article if corrections are not needed Scroll down to approval history at the bottom of the article. Click the Approve/reject link. A new page opens. Click the Approve button. For medical content, you need to take additional steps, before approving or rejecting the article. Jump to section 1.2. It can be that the article concerns a new version of a previously published article. If that is the case, you will see the following message after approving the article.
The system will automatically publish the new version and archive the previous version of the article. You can click on the second link to view the previous version if you want to. You will then see the message below. Clicking the draft link will take you to the new version you have just approved. If you see the message below after clicking any of these links, it means the new version has been published and the previous has been archived. Info After you have approved the article, it is automatically scheduled for publication the same day. If you want to postpone the publication (e.g. the product is not available yet), then you have to cancel the publication and set a new publication date (see section 2 for a step-by-step explanation). 1.2. Approving Medical Content
You can see whether an article is linked to a medical product if the controlled content checkbox is selected. Step 4 Open article in validated system Take the controlled content reference number from the article in SalesForce and look it up in the validated system you use for approving content. If you use an alternative or manual system, use that specific system to look up the referenced article. Step 5 Compare articles Review the article and check if the article in SalesForce matches the content in the validated system. Step 6A Reject the article if the content does not match Add a comment (e.g. the article does not match with the article in the validated system). Click the Reject button.
Step 6B Approve the article if the content matches Add a comment in which you specifically state that you approve the article (e.g. I have compared this article to the article in our validated system and I approve). Click the Approve button. 1.3. Approving internal translations
Info If you are a local CEM, you can receive requests from content specialists to review and approve an internal translation which they did themselves. This chapter describes how you can handle these kind of requests. Step 1 Open the translation Click the link from the email you have received with the request to review and approve a translation. You can also go to the article management tab, select translations and then draft translations. Make sure you have selected draft translations assigned to me and that no language filter is selected. Step 2 Review the translation Review the translation and check whether all information in the translated article is correct. Step 3A Reject the translation if corrections are needed If the translation is not correct, you need to reject it.
Click edit in the article. Change the auxiliary status of the translations to CEM review rejected on the right side of the page. Assign the article back to the content specialist and include a comment that explains why you have rejected the translation. Step 3B Approve the translation of corrections are not needed If the translation is correct, you need to approve it. Click edit in the article. Change the auxiliary status of the translations to CEM review approved on the right side of the page.
The system will automatically publish the translation. 1.4. Reviewing external translations Info If you are a local reviewer, you can receive requests to review translations done by SDL, the translation agency we use. Follow the documentation with regards to reviewing in TMS, the translation system provided by SDL, to review articles. Translations of medical articles should always be reviewed before they will be published in SFKM. Non-medical content can be reviewed optionally. Non-medical content translated by SDL will always be published in SFKM automatically after five working days, whether it has been reviewed or not.
2. Publishing an article Info After you have approved the article, it is automatically published. If you want to postpone the publication (e.g. the product is not available yet), then you have to cancel the publication and set a new publication date. This is explained in the steps below. You can do this in two ways: Cancel publication and then set a new publication date (step 1 and 2). Or set a new publication date which automatically cancels the current publication date (skip step 1). Always check whether the content specialist has sent an email with the specific remark with regards to the publication date. Step 1 Cancel publication Click the link Cancel publication at the top of the article.
A pop-up opens. Click OK. Step 2 Adjust publication date Click the Publish button at the top of the article. A pop-up window opens. Select schedule publication on and set a new date. Click OK.
3. Archiving articles Local and global content specialists can decide that an article is no longer useful and should be archived. However, they cannot archive an article themselves and need to send an archive request to a CEM. The following steps explain how you can handle this request and archive the article. Step 1 Open archive request You will receive a request for archive in your email. Click the link in the email to view the article.
It can happen that an article is assigned to you in the system, but you do not receive a request per mail. In that case, check the instructions (open the article and check on the top left, in the grey area) and verify if it concerns an archive request (continue with step 3). Step 2 Log in to SalesForce Knowledge Management Step 3 Check request Check whether the article indeed needs to be archived. It might happen that the content specialist made a mistake and the article is still relevant. In that case you can send the article owner an email or assign the article back to him/her. Click the Assign button at the top of the page. A pop-up window appears. Fill in the fields and click OK.
Info Step 4 In order to assign the article to you for archiving, the content specialist had to put the article in draft version, as a published article cannot be assigned to someone. However, when it is in draft status, you do not have the option to archive the article. Therefore, you first have to publish the article, before you can archive it. Publish the article Click the Publish button at the top of the article.
A pop-up window opens. Choose publish now. Click OK. Step 5 Search for the published article Use the filter published articles to search for the article.
Step 6 Archive the article Mark the checkbox in front of the article you want to archive. Click the Archive button. A pop-up window opens. Choose whether you want to archive your article immediately or at a certain date in the future (e.g. in case of a promotion). Click OK. When you archive an article, all draft and published translations of that article will be archived too. It is not possible to archive one published translation only.
There is a way to archive draft translations separately. This can be the case if an article has been published, including translations, and a product linked to the article becomes available in another country. The system automatically checks if translations for the article are available, and will create a draft translation in case the language is not available yet. If you do not need to have the article in this specific language, please follow these steps: Find the draft translation in the draft translations tab. Select the article and click assign. A pop-up opens. Select queue instead of user and type in archive translation queue. Use the magnifying glass in case you cannot find the queue. Add instructions if necessary and click OK.
The draft translation has been assigned to the archive translation queue. If you (or a content specialist) need the translation later on, you can go to the archive queue through the draft translations tab and pick it up again by assigning it to yourself or to a content specialist.
4. Reporting Local and global content specialists and CEMs can create reports to get information about article usage. This section contains an instruction about the use of the most important reports: Content availability report KM feedback successfulness report Article views Article case assignments Article overview report Draft translation articles in queue In the following section, the most important reports are described. After that, we explain how to access and create reports. 4.1. Choosing reports Info Content availability report This report shows all your products and shows the amount of articles created per product. This report is used to: Check whether you have created articles for all your products. Check whether there are products that have too many assigned articles. You can create a summary based on MAG codes. If you then export the report, you can filter on your own MAGs and check the products that fall under your responsibility.
Info KM Content feedback Availability successfulness Report report The Shows report all your gives products an overview and of shows all the the feedback amount cases of articles created created with per regards product. to knowledge management. The report gives an overview per article owner. Usage: This report To is check used whether to: you have created articles for all your products. Gain To check insight whether into the there amount are of products feedback that we have receive. too many assigned articles. Gain insight into the type of articles that receive most feedback. You can Gain create insight a summary into the based statuses on of MAG feedback codes. cases. If you then export the report, you can filter on your own MAG s and check the products Monitor that fall the under feedback your cases responsibility. that need attention. Info Article Content views Availability Report The Shows report all your shows products how many and times shows an the article amount has been of articles viewed created in SalesForce per product. Knowledge Management by internal SalesForce users (mainly support agents). The consumer views are not visible in this report. Usage: To check whether you have created articles for all your products. To check whether there are products that have too many assigned articles. You can create a summary based on MAG codes. If you then export the report, you can filter on your own MAG s and check the products that fall under your responsibility.
This report is used to see which article has been viewed most. Info Article Content case Availability assignments Report This Shows report all your counts products how many and times shows an the article amount has of been articles attached created to a per case product. by agents. This Usage: report is used to: Gain To check insight whether in articles you have that created are actually articles used for all by your support products. agents. Gain To check insight whether in moments there are that products articles that are have used too most. many assigned articles. You can create a summary based on MAG codes. If you then export the report, you can filter on your own MAG s and check the products that fall under your responsibility.
Info Article Content overview Availability report Report This Shows data all report your products shows all and articles shows that the have amount been of created, articles including created per all languages product. in which they have been translated. When Usage: you make an export of this report, the system downloads the full articles, including links to digital assets like images. This can be useful To check in case whether you want you to have share created several articles of your for articles all your with products. someone, or if you want to have an overview of your articles for reviewing To check purposes. whether there are products that have too many assigned articles. You can create a summary based on MAG codes. If you then export the report, you can filter on your own MAG s and check the products that fall under your responsibility. Info Draft Content translations Availability in queue Report The Shows report all your gives products you information and shows on draft the amount translations of articles in the created SDL translation per product. queue. You Usage: can use this report to: See To which check whether articles have you have not been created picked articles up by for SDL all yet. your Actions products. can be: To check Check whether in the there SDL are app products whether that you have too actually many created assigned a project, articles. and create one if you have not done so yet. Contact SDL in case a translation request has been pending for a long time. You can See create how a many summary articles based are in on progress MAG codes. at SDL If you and then if it is export wise to the send report, your you own can request filter on at this your time. own MAG s and check the products Determine that fall under if the SDL your process responsibility. is working well and efficiently.
4.2. Accessing reports Step 1 Log in to SalesForce Step 2 Open reports tab Click on the reports tab at the top of the page.
If the reports tab is not available yet, click on the + to add the tab. Step 3 Select PH content specialist folder Select the PH content specialist folder on the left side. This folder contains all Knowledge Management reports.
4.3. Generating reports Info Every report starts with a report options section. Here you can select the time frame of the report and the action you want to perform on the report. Step 1 Summarize information Keep the default grant group in the dropdown menu under summarize information by. Keep the default all knowledge article in the dropdown menu under show. Step 2 Select a time frame Click on the drop down menu under date field. Select the type of date you want to filter on.
Click on the drop down menu under range, to select a predefined time range or select a specific start and end date. Action Run reports Click on the Run report button to run the report.
Action Hide details Click on the Hide details button for a summary of the report. Click on the Show details button to return to the full report again. Action Customize The standard reports can be customized by adding columns and filters. Click on Customize to customize standard report. Add a column Drag field from the left column to the report, to add extra columns with the information you need. You can only add columns that do not exist yet.
Add a filter Depending on the type of report you are customizing, there is a selection of filters available to add to the report. Click on Add beside filter. A new filter line is added to the section, below the date field line. Edit the filter to your wishes. Example 1: you want to customize the article overview report and you only want to see the articles from the troubleshoot article category. Select article category from the dropdown menu. Click on the magnifying glass and select troubleshoot. Click on insert selected.
Click on the OK button to add the filter. Example 2: you want to customize the article overview report and you only want to see Dutch translations. Select language from the dropdown menu. Make sure you do not select master language. Click on the magnifying glass and select Dutch. Click on insert selected. Click on the OK button to add the filter. Run report Click on Run report to generate the new report. Click on Save as to save your custom report in your personal reports (see next section). Action Save as Click on Save as to save the report in the folder my personal custom reports. A new screen opens. Give the report a name and description. Click on Save or Save and return to report to save the report in your personal folder.
Always keep the default location my personal custom reports to save your reports in your own folder. This way of working keeps the general folders from overflowing with personal reports. Action Printable view Click on Printable view to export your report to Excel and create a printable document (.xls). Action Export details Click on Export details to export your report. A new screen opens. Choose Unicode as export file encoding to avoid any errors in your report with regards to certain languages, such as Russian and Arabic. Choose the export file format you want (.xls or.csv) Click on the Export button.
Action Subscribe Click on Subscribe to subscribe yourself to a report. A new screen opens. Select how you want to be notified about the report. Click on Save or Save & run now. 4.4. Creating your dashboards Info There are several dashboards available that provide a quick view of current reports. You can find these dashboards in your dashboard tab at the top of the page. The last selected dashboard will be displayed on your homepage.
You can also customize your homepage following the next steps. Step 1 Go to home Click on the tab home.
Step 2 Customize page Scroll to the dashboard section of your homepage. Click on the link Customize page on the right. Select a dashboard in the dropdown menu search for a dashboard. Click on the Save button. Make sure you click on refresh to view the latest data.
5. Writing content as a CEM Generally, the content specialists will write articles in SFKM, but it could be that your job as a CEM also requires you to write certain content. This chapter explains how the writing processes are set up for CEMs. Step 1 Create the article The way you create an article is exactly the same as for content specialists. Please read chapter 1.1 1.4 of the training material for content specialists to learn how to create an article. Step 2 Assign for peer review When you have created your article and are ready to publish it, you need to assign it for a peer review. Make sure your article is properly saved, before you submit it. The approver will only see the latest saved version. Click on assign at the top of the page. A pop-up window opens. Fill in the name of your colleague who can review your article and click the magnifying glass. Click the correct name. Add instructions to the pop-up, e.g. Please review the article I have written. Due date is optional. Select the send email box to inform your colleague. Click OK.
Your colleague will receive an email notification and can click the link in the email to open your article. Of course, you can also receive a review request from a colleague. The next step explains how to handle such a request. Step 3 Review the article Open the article in SalesForce. Review the article. If you have comments: assign the article back to the person who wrote it. Do not forget to add your comments to the instructions box! Follow the previous step to assign the article. If you do not have comments: assign the article back to the person who wrote it and mention in the instructions box that you do not have any comments and they can publish the article. Step 4 Publish the article The final step is to publish the article after it has been reviewed by a peer. Go to your article management tab. Find the article.
Select the article and click on publish. A pop-up opens. Choose to publish the article now, or fill in a future date for publication. If your article needs to be translated, please follow chapter 6 from the training material for content specialists.