- Enter Knowledge in the Quick Find box under Setup and then select Knowledge Settings.
- If you’re new to Salesforce Knowledge, choose Yes and click Enable Salesforce Knowledge to enable it.
- To proceed, click OK.
- Click Edit on the Knowledge Settings page.
- Select Allow Lightning Knowledge to Work.
- Save the file.
What is the use of knowledge license in Salesforce?
The Knowledge User license allows you to manage (make, update, and publish) articles as well as activate and administer Salesforce Knowledge. Because all of your internal users may view articles without the special permission, you may only need to offer the Knowledge Person license to one user to produce articles at first.
How do I enable Lightning knowledge in Salesforce classic?
If you’re new to Knowledge, enable Knowledge in Salesforce Classic by selecting Yesand clicking Enable Salesforce Knowledge. On the Knowledge Settings page, click Edit. Select Enable Lightning Knowledge. Click Save. After Lightning Knowledge is enabled, the node Knowledge Object Setupappears.
What versions of Salesforce knowledge are available?
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud. Salesforce Knowledge is available for an additional costin: Professional, Enterprise, and Unlimited Editions. Then you need follow steps;
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.
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 assign a knowledge license in Salesforce?
Note To do more than read articles, agents need the Knowledge User license.From Setup, enter Users in the Quick Find box, then select Users.Click Edit next to the user's name, or click New to create a user.If you are creating a user, complete all the required fields.Select Knowledge User.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 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 you deploy knowledge in Salesforce?
In salesforce setup, Search and open Import article wizard....Choose Production and provide salesforce login credentials.Export articles based on the filter provided by the app.Export in Salesforce Article importer format.Once done, mail will be sent to the exported user. Download from the mail.
How do I approve a knowledge article in Salesforce?
From Setup, enter Approval Processes in the Quick Find box, then select Approval Processes. Choose the Approval Process Wizard. Two wizards are available to help you through the approval setup process. Choose the one that meets your requirement the best.
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 add a knowledge article in Salesforce?
Under Articles Tool Settings, select Enable attaching articles inline. (Optional) Under Administrative Permissions, select Share internal Knowledge articles, externally. Click Save. From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.
What is Salesforce knowledge base?
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.
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.
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.
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 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 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.
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…