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.
Full Answer
What are Article types in Salesforce knowledge?
All articles in Salesforce Knowledge are assigned to an article type. An article's type determines the type of content it contains, its appearance, and which users can access it. For example, a simple FAQ article type can have two custom fields, Question and Answer, where article managers enter data when creating or updating FAQ articles.
How do I delete a knowledge article in Salesforce?
For Lightning Knowledge, to create, update, or delete a Knowledge article version, use the call on Knowledge__kav. For example, to delete, use Knowledge__kav.delete (). For Knowledge in Salesforce Classic, to create, update, or delete a Knowledge article version, use the call on ArticleType__kav, where ArticleType is the name of the article’s type.
What information is available in the knowledge in Salesforce Classic API?
This field is available in orgs using Knowledge in Salesforce Classic in API version 26.0 and later. The ID of the user who assigned the article. The ID of the user assigned to the article.
What is Salesforce knowledge and how do I share it?
Having Knowledge built and deployed out of Salesforce means that you can share relevant articles through 4 main channels, depending on where your customers are. It is important to note that for each article you publish, you can define which channels the article should be shared through.
How do I know what type of article I have in Salesforce?
Article Type Templates The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article.
How do I enable Knowledge 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.
What is article type in Salesforce Knowledge?
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 do I unlock a Knowledge article in Salesforce?
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 do I find the knowledge base in Salesforce?
12:0534:38Knowledge Base in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipBox we need to publish them. So how to publish it will go back to knowledge tab either you can clickMoreBox we need to publish them. So how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge.
How do you set up a knowledge article?
Create Knowledge ArticlesFrom the main menu in the Service console, select Knowledge. ... Click New.Choose the record type for the article. ... Click Next.Enter the article title in the Title field. ... Click in the URL name field. ... Choose a Validation Status. ... To show what the article is about, enter a summary.More items...
How do I enable article type in Salesforce?
Required Editions and User PermissionsFrom Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.Click New Article Type or edit an existing article type.Enter the information for the following fields: ... Click Save.In the Fields section of the Article Type definition, click New.More items...
How do I change the article type in Salesforce?
To assign various layouts to the article type based on a user profile, click Page Layout Assignments. Click Edit Assignment. Select the profile, or profiles (using SHIFT), you want to change and select the layout from the Page Layout To Use dropdown.
How do I assign a category to a knowledge article in Salesforce?
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 add a knowledge article to a Salesforce community?
Add Knowledge to the Site Using TopicsClick the setup gear. ... Enter All Sites in Quick Find, then select All Sites.Next to Category 1 Biking, click Workspaces.Select the Content Management tile.Click Topics.Select Navigational Topics.In Enter a navigational topic, enter Customer Support and click + Add.More items...
How do I enable article management in Salesforce?
Article Management Tab Configuration ProcessGo to Setup.Locate the Quick Find Box and enter User Interface.Select User Interface.Choose the option Enable Enhanced Profile User Interface.Hit Save.
Where is knowledge in Salesforce lightning?
Lightning Knowledge Author To access Knowledge, you need permissions on your user record. From Service Setup, click the Home tab. Click View All and then search for and select Knowledge Setup.
Declarative Metadata File Suffix and Directory Location
An ArticleType is defined as a custom object and is stored in the objects folder. ArticleTypes have a suffix __kav (instead of __c for custom objects). ArticleType field names have a suffix of __c like other custom objects, and must be dot-qualified with the name of the article type to which they belong.
articleTypeChannelDisplay
Determines the article-type templates that are used to display an article in its channels. Unless otherwise noted, all fields are createable, filterable, and nillable.
articleTypeTemplates
Sets the article-type template for a specific channel. If not specified, the default article-type template applies.
Wildcard Support in the Manifest File
This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.
What is Salesforce Knowledge Base?
Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base ( KB) inside of Salesforce to service your internal agents, partners and customers. A Knowledge Base is simply a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers ...
Why add topics to articles?
Adding topics to articles lets you easily classify them based on content and provides easier searching within your knowledge base. Think of these like keywords. A single article can have a multitude of topics assigned depending on the content.
What is Lightning Knowledge?
The Lightning Knowledge data model is very different from the Classic Knowledge data model, so the access is also fairly different . In Lightning Knowledge, all articles are on a single Salesforce object called Knowledge (Knowledge__kav) by default (you can actually rename if you want, not just relabel!)
How are topics different from data categories?
Topics are different from Data Categories in that they don’t drive article access in any way and they are not hierarchical. They are primarily used to organize information within a knowledge base in a community. Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces.
What is the knowledge lifecycle?
The Knowledge Lifecycle is cyclical and stresses continuous improvements to content. To support the Knowledge Lifecycle, Lightning Knowledge has version control, which is a new feature from the Classic model.
Can you approve articles in Salesforce?
As with most Salesforce objects, you can create an approval process for articles. This is invaluable for controlling what content is published, especially if you have a public knowledge base and need to screen content for customer-facing articles.
Special Access Rules
Knowledge must be enabled in your org. A user must have the View Articles permission enabled. Salesforce Knowledge users, unlike customer and partner users, must also be granted the Knowledge User feature license.
Usage
Use this object to query, retrieve, or search for articles across all types of articles depending on their version. You can update draft master articles. Also, you can delete articles that aren’t drafts.
SOQL and SOSL with KnowledgeArticleVersion
Filter on a single value of PublishStatus for best results. To find all versions of each article, omit the PublishStatus filter, but do filter on one or more primary key IDs. To retrieve all archived versions for a given article, specify a SOQL filter where IsLatestVersion is false.
Other Usage for SOQL and SOSL with KnowledgeArticleVersion
To expose the migrated_to_from_id on KnowledgeArticle and KnowledgeArticleVersion to the sObject API: expose MigratedToFromArticleVersion in KnowledgeArticleVersion.
Associated Objects
This object has the following associated objects. Unless noted, they are available in the same API version as this object.
