How do I compare article versions in Salesforce?
Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release). Once you have your articles published, you have several channels to share them with.
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 ...
What is the rating system in Salesforce knowledge?
Knowledge Features Ratings. One feature of Salesforce Knowledge is the ability to let your users rate the content. In Classic Knowledge this was always a 1-5 star rating, but in Lightning Knowledge it’s a simpler thumbs-up or thumbs down rating system. (When migrating, 3,4,5 stars are converted to thumbs-up and 1,2 stars are thumbs-down).
How Salesforce knowledge management can help manage high support volume?
With customer support teams feeling overwhelmed, Salesforce can help manage the high support volume and Knowledge is one of the methods. Exposing knowledge articles to your external and public users is a great way to deflect support cases from your service agents.
How do I revert changes in Salesforce?
To revert to a previously published site version:Select the Overview tab.From the Change History view, select the version you want to restore.Click. | Restore Version.Click OK at the confirmation message.
How do I turn off knowledge in Salesforce?
On the Knowledge Settings page, click Edit. Select Enable Lightning Knowledge. Note To enable Lightning Knowledge, you must have one article type. After you enable Lightning Knowledge, you can't disable it.
How do I archive an article in Salesforce?
Mass archive articles in the Salesforce Classic UILog in to Salesforce.Go to 'Article Management. 'Go to the 'Published Article' list view.Select the articles you would like to archive.Select Archive.
How do I create a new knowledge article in Salesforce?
Create Article TypesFrom 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 customize my Salesforce knowledge?
First, you have to enable topics for the Knowledge Object.Click the setup gear. and select Setup. Note: Ensure you select Setup and not Service Setup.Enter Topics for Objects in Quick Find, then select Topics for Objects.Under Object, select Knowledge.Click Enable Topics.Check Text and Title.Click Save.
What are two features of Knowledge Salesforce?
One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups. These are two major functions — article organization and article access. Data Categories allow you to organize your article content in a hierarchical way.
How do I unpublish a knowledge article in Salesforce?
Salesforce Knowledge is available in the Unlimited Edition with Service Cloud....Required Editions and User PermissionsFrom Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.Next to the article type, click Del.Confirm that you want to delete the article type.
How do I manage knowledge articles in Salesforce?
Select Manage Salesforce Knowledge. 3. Click on App Permissions....You also need to make sure that the Tabs are visible as necessary:From Setup, enter Profiles in the Quick Find box, then select Profiles.Select a User profile.Click Edit.Set the visibility of the necessary tabs to Default On.Click Save.
How are knowledge articles used in Salesforce?
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports.
What details does a knowledge article hold?
Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.
Can we edit published article in Salesforce?
You can create or edit an article from the Knowledge tab or Article Management tab. If you're creating an article, you may need to select the article type and language.
Is knowledge an object in Salesforce?
The Knowledge object model is slightly different from other feature areas because it exposes a set of abstract Salesforce objects that aren't directly used when you create articles. These abstract objects then contain concrete derivations that you do use when creating articles.
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!)
What is public channel?
The Public channel is how you expose and share knowledge content with public (guest) users. This content can be shared on a public community page or site and is accessible to unauthenticated users. There are also Salesforce AppExchange Apps that let you expose public knowledge articles on non-Salesforce pages. Like with the Customer Channel, it can be a great way to empower customers to self-help and can assist with case deflection. For example, Internet Creations implemented a customized public knowledge base for Solarwinds MSP (formerly LOGICnow) which resulted in over 1000 cases deflected in a single month. You can also publish product announcements and marketing content to share with readers who may not be a customer yet.
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 ...
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 Apex class?
In fact, there are standard apex classes relating to knowledge management that can be called in Apex for publishing, archiving, searching, and more. In Classic Knowledge this was more restrictive, but the Lightning Knowledge data architecture change included these development improvements.
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.
Why is the customer channel important?
Along with Public, the Customer channel is one of the most popular channels because it is critical for customer self-service and case deflection. The customer channel shares content with users on a customer community license within a Customer Community. It’s great for customer-facing FAQ, troubleshooting articles, and step-by-step guides.
