How do I enable knowledge topics in Salesforce?
In the Information section, drag the Text field underneath the Title field. Click Save. 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.
How do I set up navigational topics in Salesforce?
Click Topics. Select Navigational Topics. In Enter a navigational topic, enter Customer Support and click + Add. In Enter a navigational topic, enter Social Groups and click + Add. In Enter a navigational topic, enter New Products and click + Add. Click Save. Now set these topics as featured on your site.
What is thumb vote in Salesforce Lightning pages?
For Lightning Pages, the Article Thumb Vote component gives users the voting options. In a Salesforce community, the Allow Ratings is a setting on the Article Content component for the Article Detail page, which respects your community theme colors.
How to update a draft article in Salesforce knowledge?
Every new draft article in Salesforce Knowledge has a version number. When an article is published and you want to update it, you can create a new Draft with a distinct version number. Each version has its own ID. Once the updated version is ready to be published, it replaces the former one and updates the version number.
What is featured topics in Salesforce?
The Featured Topics component lets you place your Experience Builder site's designated featured topics and the images that represent them on any page. From the Components list, select the Featured Topics component and drag it onto a page. On the page, select the Featured Topics component.
How do I add a topic to a knowledge article in Salesforce?
Required Editions and User Permissions Click an article, and then type to assign topics. Choose a suggested topic or type a new one. Type a comma (,) after your new topic to add it to the article. You can click existing topics to remove them.
What is a featured topic?
A featured topic is a collection of inter-related articles that are of a good quality (though not necessarily featured articles).
How do I add a community topic in Salesforce?
Now set these topics as featured on your site.Select 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.
What are the two features of knowledge in 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.
How do I enable object topics in Salesforce?
From Setup, enter Topics for Objects in the Quick Find box, then select Topics for Objects. Select an object. At the right, select Enable Topics . Select the text fields that you want to use for topic suggestions.
What is a topic Wikipedia?
In topic-based authoring, a topic is a discrete piece of content that is about a specific subject, has an identifiable purpose, and can stand alone. Topic, a streaming video website run by First Look Media.
How do I add a knowledge tab in community?
Add the 'Knowledge Classic' tab in Community Tabs AdministrationFrom Setup, enter All Communities in the Quick Find box, then select All Communities.Click the Workspaces action for the affected Salesforce Tabs + Visualforce community. ( ... Click on Administration tile.Click on Tabs on the left panel.More items...
How do I create a topic in Salesforce?
Open Experience Workspaces. ... Access topics by clicking Content Management | Topics.Select All Topics | All Content Topics.To create a content topic, click New.Enter a name and description. ... Repeat steps 4 and 5 to create several content topics for your Experience Cloud site, up to a maximum of 5,000.
How do I merge topics in Salesforce?
To combine topics, click Merge. Merging a topic automatically redirects existing hashtags in posts. If you merge a navigational or featured topic, the topic type, image, and any subtopic relationships are discarded. If you merge a topic with a content topic, the content associations are preserved.
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.
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.
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.
Usage
Salesforce Knowledge must be enabled in your organization. This resource can be used in API version 38.0 and later. The Custom File Field is not supported because it returns a link to a binary stream. Use the language code format used in Which Languages Does Salesforce Support?.
Valid channel Values
When using the options string channel, where the matching articles are visible, the following values are valid. App –Visible in the internal Salesforce Knowledge application Pkb –Visible in the public knowledge base Csp –Visible in the Customer Portal Prm –Visible in the Partner Portal
How do Salesforce articles move?
Salesforce Knowledge Articles move through a publishing cycle from their creation to their deletion. The publishing cycle includes three different statuses: Draft is the stage when a new article is being created or an existing one is being updated. Articles with the Online status are draft articles that have been published and are now available to their different channels. Eventually, when a published article is at the end of its life, it can be moved to the Archived status or sent back to Draft to be updated in a subsequent version.
How does Salesforce Knowledge work?
Salesforce Knowledge uses data categories to classify articles and make them easier to find. For example, to classify articles by sales regions and products, create two category groups: Sales Regions, Products.
What is an audience channel in Salesforce?
Audience Channel. An audience, sometimes called a channel, refers to the types of users who can access an article. Salesforce Knowledge offers four channels where you can make articles available. Internal App: Salesforce users can access articles depending on their role visibility.
What is an article overview?
Articles Overview. Articles capture information about your company's products and services that you want to make available in your knowledge base. Articles in the knowledge base can be classified using data categories to make it easy for users to find the articles they need. Administrators can use data categories to control access to articles.
Can articles be made available to anonymous users?
In a community, the article is only available to users with Partner Community licenses. Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base. With Lightning Knowledge, most Salesforce orgs use Communities to create a knowledge base.
What is Salesforce Knowledge?
Salesforce Knowledge is a part of the Salesforce Service Cloud and helps businesses build a knowledge base or knowledge management system consisting of articles, FAQs, and other helpful information. It also allows customers to answer questions from other community members and benefit from collective wisdom. With Salesforce Knowledge content, you ...
Why is Salesforce Knowledge important?
It is important to keep updating your articles. Salesforce Knowledge allows you to edit offline as well as live so you can go for both planned and unplanned updating of information.
Why use knowledge base?
Externally, you can use the knowledge base as a self-help portal for your customers to go learn more about your offerings and get information to troubleshoot issues they are experiencing. Internally, the knowledge base is useful in assisting your agents or field service executives to quickly resolve customer issues.
What is knowledge management permissions?
Salesforce Knowledge management permissions allow you to control access and give rights to employees in your company. All internal users by default get the ‘Read’ permission to the published articles. You can assign permissions to those authors who will publish, archive, delete, and manage articles.
Is Salesforce Knowledge easy to use?
Companies that use Salesforce Knowledge have rated it high for user satisfaction and ease of use. It is easy to integrate if you’re already using Salesforce CRM, and you can centralize all your operations and data which further drives collaboration between various departments.
Key Points – What You Need to Know
Content Management
Channels
Approval Processes
Knowledge Features
Topics
- 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.
Case Deflection
- 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…
Using Apex with Knowledge
- 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…
Keep Learning!
- 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…