Introduction
Salesforce CMS and Salesforce Knowledge are two powerful tools to author contents and it’s honestly a debate on use cases and its effectiveness. One hand CMS can create the rich content with created once and used in any Digital channels concept. On the other hand Knowledge can facilitate granular level of accessibility. I divided them based on the couple of sections like authoring experience, Security, ease of use and automation.
Area-Wise Comparison between Salesforce CMS and Knowledge
| Area | Knowledge | CMS |
| Authoring Experiences | Y | Y |
| Multi Version Support | Y | Y |
| Future Publishing | Y | Y |
| Multi Language Support | Y | Y |
| Channel | email, Social, Chat and Messaging | any digital touchpoint ,inside or outside SF. Create once, use in multiple channels |
| Focus Area | Support, Knowledge Base | Marketing |
| Visibility | Granular visibility and access setting | Public, once published evryone can view. |
| Template | Using Page layout | Using Pre built Template |
| Live Video Support | Amplience, Appinium, Brightcove, Cloudinary, Vidyard, Vimeo, Wistia, and YouTube. | app.ustudio.com, dailymotion.com, documentforce.com, fast.wistia.net, force.com, ooyala.com, play.vidyard.com, player.youku.com, players.brightcove.net, salesforce.com, salesforce-sites.com, sites.com, ustream.tv, visualforce.com, videos.sproutvideo.com, vimeo.com and youtube.com |
| Other Object Related automation Processes | Trigger, Validation Rule,Flow Trigger, Approval Process | N/A |
Scenario Comparison between Salesforce Knowledge and Salesforce CMS
Scenario 1
You need high quality content with publishing capability in all the digital touchpoints. The range of digital channels can be from banner to email and from social to mobile app. This also means it works whether the experience is powered by Salesforce or another system.
The Winner – Salesforce CMS
Scenario 2
You need content which can be shown/hidden for different users based on the roles and the profiles. You need more granular level provision to restrict content accessibility.
The Winner – Salesforce Knowledge
Scenario 3
You need embedded video support from different video apps.
This is draw between Knowledge and Salesforce CMS although CMS supports little bit more videos Apps.
Scenario 4
You need Salesforce Automation process capabilities like Trigger, Validation Rule, Flow, and Approval Process which can help to automate the content.
The Winner – Salesforce Knowledge
Conclusion
Both are good tools and can be used case to case basis. Moreover both can co-exist in an application.
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