In Salesforce Lightning, how do I activate the knowledge tab?
- Click the Home tab under Service Setup.
- Then, under View All, look for and pick Knowledge Setup.
- Start by pressing the Start button.
- Ascertain that you are listed as a Lightning Knowledge Author.
- After that, click Next, Next, and Finish.
- At the top of any Salesforce page, click on your profile photo and then click Settings.
- Under My Personal Information, select Advanced User Details and click Edit.
- Select Knowledge User .
- Save your changes.
How do I set up knowledge in Salesforce?
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. Click Start. Ensure your name is selected as a Lightning Knowledge Author. Click Next, Next, then Finish.
How do I enable or disable Salesforce knowledge?
Make sure you’re a Knowledge User. From Setup, in the Quick Find box, enter Knowledge, and then select Knowledge Settings. Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledgeand click OKin the dialog box.
What is the use of knowledge object in Salesforce?
Since everything works like a normal Salesforce object, access is given in much the same way. Users can read, create, edit, and delete articles based on their Knowledge object permissions.
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.
What is Salesforce Knowledge Base?
What is the knowledge lifecycle?
What is Lightning Knowledge?
Can you approve articles in Salesforce?
How do I add Knowledge to Salesforce?
Required Editions and User Permissions. Make sure you're a Knowledge User. From Setup, in the Quick Find box, enter Knowledge , and then select Knowledge Settings. Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and click OK in the dialog box.
How do I enable Knowledge in Salesforce lightning?
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 enable the Knowledge object?
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.
How do I enable Knowledge in Salesforce Classic?
The Knowledge User checkbox is in the second column of the User Detail section. 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 enable Knowledge in Salesforce Sandbox?
From Salesforce Classic Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.If you're new to Knowledge, enable Knowledge in Salesforce Classic by selecting Yes and clicking Enable Salesforce Knowledge.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge.Click Save.
How do I access Knowledge articles in Salesforce?
To switch to the Knowledge One and the Knowledge tab, have your administrator add the Knowledge One permission to your profile or permission set. If the search bar is in the left-side panel of the page you are using the Articles tab. The Articles tab presents a list of your Salesforce Knowledge published articles.
How does Knowledge work in Salesforce?
Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.
What is Knowledge object in Salesforce?
The Knowledge object model is slightly different than other feature areas in that we expose a set of abstract Salesforce objects that are not directly used when you create articles. These abstract objects then contain concrete derivations that you'll actually use when creating articles.
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 access knowledge language settings in Salesforce?
In Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings. Click Edit. Select Multiple Languages and add the languages you want to include in your knowledge base. Important You can add the languages that your instance of Salesforce supports.
How do I change the knowledge in Salesforce?
To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit. Enables agents to edit articles without going to the Article Management tab. Agents can click Edit to open the article edit page.
How do I publish a knowledge 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.
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 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.
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!)
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.
Knowledge Is Power
Having a quality supply of knowledge articles on your self-serve site can do wonders for case deflection, customer satisfaction, and agent productivity. Currently the hard-working support agents at Category 1 Biking rely on FAQs taped to office walls and cash registers. Time to upload those FAQs to a site!
Configure Lightning Knowledge
You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information. Category 1 Biking is starting with a simple FAQ record type. Since you used the Knowledge Setup guide, the FAQ record type has been created for you by default. To view the new record type:
Enable Topics for Objects
There are many ways to organize content. With topics, you can classify and search Knowledge articles by assigning specific topic areas. Without enabling Salesforce Knowledge topics, articles can’t be displayed outside of your org.
Create Knowledge Articles
Now that you have your basic setup in place for knowledge, create a few sample articles for Category 1 Biking.
1. Knowledge Basics for Salesforce Classic
Enable Knowledge: A prerequisite for accessing Knowledge is to assign a Knowledge User license to yourself. -> To activate Salesforce Knowledge, go to Setup, type Knowledge in the Quick Find box, and click Knowledge Settings. Next, confirm your want to enable Salesforce Knowledge by clicking Enable Knowledge.
2. Knowledge Basics for Lightning Experience
Lightning Knowledge has a new feature than the Classic model, which is version control. Each article will be assigned a Version number, and if you need to make changes to an already published piece, you modify it as a new version and then publish it as new.
3. Step by Step Guide for Knowledge Implementation
Configure Knowledge Settings: Under Knowledge, Knowledge Settings, Click Edit and enable Lightning Knowledge.
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 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.
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!)
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.
Key Points – What You Need to Know
Content Management
Channels
- Once you have your articles published, you have several channels to share them with. These channels are like audiences for your content — Internal users, Partners, Customers, and the general Public.
Approval Processes
- 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. The approval processes for knowledge articles work more or less like any other, but there are special approval actions that a…
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 … - Data Categories
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. They can also be grouped into D…
Topics
- 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. (Just don’t over-assign topics because then searches could return irrelevant results). Topics are different from Data Categories in that t…
Case Deflection
- 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. A robust knowledge base will empower your customers to self-service rather than flooding your case queue with que…
Using Apex with Knowledge
- One final important feature of Knowledge is that it can have Apex triggers and be accessed through Apex code. 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 …
Keep Learning!
- Lightning Knowledge is just one facet of the Lightning. To learn more about the Lightning Experience you can check out some webinars and other blogs on the topic! Why Lightning? Why Now? Lightning Experience is the next generation of Salesforce. Take advantage of the new features in Lightning and learn why now is the right time for Salesforce Lightning. Become a Ma…