Have you enabled Lightning Knowledge in your Salesforce Org? If yes then you cannot create Article Type in Knowledge you can create record Type Setup -> Customize -> Knowledge -> Knowledge Object Setup -> Scroll down to Record Types Section and Created New.
Full Answer
How do articles appear in Salesforce knowledge and the knowledge sidebar?
If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically appear when you select a case in a console. Required Editions and User Permissions Available in: Salesforce Classic (not available in all orgs)
How do I enable Salesforce knowledge?
To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge.
How do I contact Salesforce support for urgent production issues?
Please contact 1-800-NO-SOFTWARE should you need immediate assistance for urgent production issues. Close Salesforce Console Content CloseClose Search Search Filters (0)Add Select Filters Product Area
How do I add procedure articles to the knowledge base?
To add procedure articles to the knowledge base, Maria must create a few new page layouts in Lightning Knowledge. Before she can do that, she works with Ada to define the different types of information to include in procedures. Maria and Ada meet to go over what to include on the page layouts. They did this once before when they created the FAQs.
How do I enable articles in Salesforce?
Enable Lightning KnowledgeFrom Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge. Note To enable Lightning Knowledge, you must have one article type. ... Enable any other Knowledge settings that you want.Click Save.
How do I create an article in Salesforce community?
Set Featured TopicsSelect Featured Topics.Click in the Select a topic box and select Customer Support.Click + Add.Click in the Select a topic box and select Social Groups.Click + Add.Click in the Select a topic box and select New Products.Click + Add.Click Save.
How do I create an article category in Salesforce?
Create Data Category GroupsClick the Setup gear. ... Enter Data Category Setup in the Quick Find box and select Data Category Setup.Fill in the information. ... Click Save.In the Categories in Solar Installation & Maintenance textbox, enter Solar Panels and click Add.Enter Inverters and click Add.More items...
How do I create a knowledge article in Salesforce lightning?
Lightning Knowledge AuthorFrom Service Setup, click the Home tab.Click View All and then search for and select Knowledge Setup.Click Start.Ensure your name is selected as a Lightning Knowledge Author.Click Next, Next, then Finish.
How do I publish an article in Salesforce?
Click the *Knowledge tab [1] at the top and change the list view to Draft Articles [2].Check the box next to all three article titles and then click Publish.Ensure Publish Now is selected.Click Publish.
How do you assign an article to a data category?
Assigning Data Categories Go to “Setup” and look for the “Quick Find” box. Search for “Data Category Assignments” under the Articles zone. Click “Edit” then choose the categories you want to assign. Click “Save.”
How do I enable a data category in Salesforce?
Create Data Category GroupsClick the Setup gear. ... Enter Data Category Setup in the Quick Find box and select Data Category Setup.Fill in the information. ... Click Save.In the Categories in Solar Installation & Maintenance textbox, enter Solar Panels and click Add.Enter Inverters and click Add.More items...
How do I create a knowledge base in Salesforce?
Set Up Knowledge with a Guided FlowFrom the Setup menu ( ... To open the Lightning Knowledge Setup flow, click the Knowledge Setup tile.Click Start.In the search box, enter a Lightning Knowledge Author. ... Select the author and click Next. ... Enter your data group and data categories and click Next. ... Click Finish.
How do I find Salesforce knowledge articles?
Required EditionsSelect Knowledge in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select Knowledge.Optionally, click Advanced Search at the bottom of the results list. ... Enter your search terms, up to 100 characters. ... To run the search, press Enter .
How do I access knowledge articles in Salesforce?
This is how you'll enable Knowledge Articles for a Guest User:Go to your Setup | Sites. ... Click on the Public Access Settings Button, there you will see the profile of the guest user. ... Click on view users and you'll be directed to page with the guest user. ... Search for Permission Set and click Edit Assignments.More items...
What is an article in Salesforce?
Description. Article Types are like Record Types for Salesforce Classic Knowledge. They are custom templates that can provide a different look-and-feel for the published article as well different types of information, visibility and edit rights. Default article types include FAQs, Offers, and How-To's.
How to enable knowledge in Salesforce?
1. To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge. If your org doesn't have an article type, a default article type is created.
How to manage Salesforce knowledge?
You can find the "Manage Salesforce Knowledge" one of two ways: 1 If you do not have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Scroll down to the Administrative Permissions section#N#Select Manage Salesforce Knowledge 2 If you have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Click on App Permissions#N#In the Knowledge Management section, select Manage Salesforce Knowledge "Knowledge User" - User Record Permission The "Knowledge User" permission is also required for all users who will be using Knowledge.
Add Procedure Articles to Knowledge
Ursa Major is a Southwest-based supplier of solar components and systems. Its Salesforce admin is Maria Jimenez. Recently, she set up Salesforce Lightning Knowledge so customers, partners, and support agents can use knowledge articles to solve problems.
Define the Procedure Page Layout
Maria and Ada meet to go over what to include on the page layouts. They did this once before when they created the FAQs.
Ready to Get Hands-on with Lightning Knowledge?
Create a Trailhead Playground now to follow along and try out the steps in this module. Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes for Salesforce to create your Trailhead Playground.
Set Up Lightning Knowledge
Before you can work in Lightning Knowledge, you must set it up. After you enable Knowledge, you can’t disable it. Here are the steps Maria took to enable Knowledge in her org.
Follow Along with Trail Together
Introduction
- By going through the process of creating a Knowledge article yourself, you ensure that Ada is set up for success as she creates and manages her own articles.Create a Knowledge article using the foundation you've set up from the previous steps in this project. Then after you publish it, update the article, creating a new version.
Enable Validation Status For Articles
- Before you can do anything with validation statuses, the validation status field must be activated. Make sure this is ready to go! 1. If you've navigated away, click the Setup gear and select Service Setup. 2. Enter Knowledge Settings in the Quick Find box and select Knowledge Settings. 3. Ensure Activate Validation Status Fieldis enabled. (It should already be selected.)
Create A Validation Status
- Notice there are two different validation statuses already in the system—Validated and Not Validated. Add a Work in Progress status for articles that are in the works, but not ready for validation. 1. Enter Validation Statuses in the Quick Find box and select Validation Statuses. 2. Click New. 3. In the textbox, enter Work in Progress. 4. Select the Record Types that use this val…
Create and Publish An Article
- So far, you’ve set up record types, page layouts, data categories, access and visibility settings, and validation statuses for Knowledge. Now that the foundation is in place, create and publish an article to test the process. Once you create your article, assign it to Ada for validation, and finally, publish it. 1. Click the App Launcher and select Service. 2. Click the Knowledgetab. 3. Click New…
Update The Article
- Once an article is published, you can always improve or update the information as needed. To test this process, add a note to your recently published Knowledge article. This is accomplished by creating a new version of the article and adding the new text. Once it’s updated, re-publish the article. 1. From the Service app, click the Knowledge Tab. 2. From the dropdown, select the Publi…
Resources