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ASU has been using Salesforce Knowledge since 2014, launching the Public Knowledge Base (PKB) on January 14, 2014 and the Authenticated Knowledge Base (AKB) on July 15, 2014. Since launch, we have achieved the following:
There are several important projects in fiscal year 2016 that will significantly enhance the platform, such as:
What is Salesforce Knowledge?
Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. Users can write, edit, publish and archive articles using the Articles Management tab or find and view published articles using the Knowledge tab.
What is the difference between the AKB and PKB?
The ASU Knowledge Base is separated into two primary channels, the Authenticated Knowledge Base (AKB) and the Public Knowledge Base (PKB).
The AKB is designed and built to be accessed specifically by students through their My ASU Service Center. The AKB does require authentication prior to accessing the knowledge base.
The PKB is designed and built to be accessed directly by visiting the ASU PKB or by any website guest searching via ASU’s global search for Knowledge Base results. This audience typically includes parents or future students who have yet to apply to ASU. The PKB does not require authentication in order to access the knowledge base.
Additionally, we have created an exclusive category limited to Starbucks College Achievement Plan (CAP) students. These articles contain information that is pertinent to only Starbucks CAP students.
How do students find Knowledge Base articles?
Students are able to access Knowledge Base articles multiple ways:
Can guests access the Knowledge Base?
Yes. Any guest, which typically includes parents or future students, can access the Public Knowledge Base (PKB) by directly visiting the ASU PKB or through searching via ASU’s global search for related Knowledge Base articles.
Can students and guests rate articles?
Yes. At the bottom of every article, both students and guests have the ability to rank whether an article is found to be helpful or not and leave comments if they found the article unhelpful. These comments are reviewed by the Knowledge Manager of the Student-Centric Initiatives team.