Ursa Major Solar's support team currently has a very high call volume. They want to decrease this volume by creating a sell-service community that will best published articles with Frequently Asked…

While Salesforce Content exists, Salesforce Knowledge is the specific feature designed for managing and publishing articles for self-service in a community, making it the more precise and effective choice for FAQs.

SoS (Service on Salesforce) refers to video chat and screen sharing, which is a specific advanced feature for more interactive support, but not the primary or most common feature for general chat and FAQs in a self-service community to reduce call volume.

Salesforce Knowledge allows the creation, publishing, and management of articles, which is essential for providing FAQs and self-service content to deflect support cases. Users can search and find answers to common questions without needing to contact support directly.

Salesforce Chat enables customers to engage in real-time text-based conversations with support agents directly within the community or website. This provides an alternative channel for support inquiries that can be more efficient than phone calls, especially for quick questions, thereby helping to decrease call volume.