For example, if she chooses Product, articles with the same product name show up in the Suggested Articles list. Click and select Setup. Enter Knowledge Settings in the Quick Find box, then select Knowledge Settings. Click Edit. Select Suggest related articles on cases.
Full Answer
How to build a knowledge base in Salesforce Lightning?
Build Your Knowledge Base in Salesforce Classic Delete an Article Type Articles or Knowledge Tab Plan Your Knowledge Base in Lightning Experience Modify Default Category Group Assignments for Articles Lightning Knowledge User Access Set Up Knowledge Component Actions List View Considerations for Lightning Knowledge
What are allow ratings in Salesforce knowledge?
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. 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 Salesforce knowledge?
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 can I control what content is published 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.
How do I link knowledge articles in Salesforce?
You can embed an article link in external sites and documents to provide your users with access to the latest version. Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor.
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 do I import a knowledge article into Salesforce?
So, with this context let me jump into the process of Article import into Salesforce Knowledge....Upload your . zip file:Log in to Salesforce, go to Setup -> Data Management -> Import Articles.Select the appropriate Article Type.Click Browse to select the . zip file and click OK.Click Import Now.
How do I move a knowledge article 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 add Article Management to Salesforce?
Go to Setup. Click on Manage Users. Select Profiles. Click on the desired profile, then choose App Permissions....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.
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.
How do I import knowledge articles?
5:3610:32How to Import External Content into Salesforce Knowledge: Ch. 6 DemoYouTubeStart of suggested clipEnd of suggested clipAgain i'm working on the lightning service console we can select the home tab. And from here we canMoreAgain i'm working on the lightning service console we can select the home tab. And from here we can scroll down to knowledge.
How do I import a zip file into Salesforce?
Required User PermissionsCreate a . zip file containing: ... From Setup, enter Import Articles in the Quick Find box, then select Import Articles.Then: In Lightning Knowledge, select Knowledge Base from the dropdown. ... To select the . ... If your import contains translations, select Contains translations?. ... Click Import Now.
What are two capabilities of knowledge?
Thus the two primary means of developing knowledge capabilities are technology, and human skills and behaviours.
What is lightning knowledge migration tool?
Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.
What are the steps you would take before you do an article migration?
Required Editions and User PermissionsSwitch to Lightning Experience.From Setup, in the Quick Find box, enter migration , and then select Lightning Knowledge Migration Tool.To start the migration, follow the on-screen prompts. ... Start migration setup. ... Map the article fields.More items...
What is article 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.
Data Category visibility for users may be configured via the following key areas
The data category security model differs from most standard Salesforce security models. Normally you would begin with the most restrictive level of access at the base and then open up or grant access from there.
Knowledge and data category considerations
The user must be granted visibility in each category that classifies the article, or each category that classifies the article must be visible by default.
Enable Validation Status for Articles
Before you can do anything with validation statuses, the validation status field must be activated. Make sure this is ready to go!
Create a Validation Status
Notice there are two different validation statuses already in the system—Validated and Not Validated. Add a Work in Progress status for articles that are in the works, but not ready for validation.
Create and Publish an Article
So far, you’ve set up record types, page layouts, data categories, access and visibility settings, and validation statuses for Knowledge. Now that the foundation is in place, create and publish an article to test the process. Once you create your article, assign it to Ada for validation, and finally, publish it.
Validate and Publish the Article
To fully test the process, sign in as Ada, and validate and publish the article you just created.
Update the Article
Once an article is published, you can always improve or update the information as needed. To test this process, add a note to your recently published Knowledge article. This is accomplished by creating a new version of the article and adding the new text. Once it’s updated, re-publish the article.
Verify Step
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
How to manage Salesforce knowledge?
You can find the "Manage Salesforce Knowledge" one of two ways: 1 If you do not have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Scroll down to the Administrative Permissions section#N#Select Manage Salesforce Knowledge 2 If you have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Click on App Permissions#N#In the Knowledge Management section, select Manage Salesforce Knowledge "Knowledge User" - User Record Permission The "Knowledge User" permission is also required for all users who will be using Knowledge.
How to enable knowledge in Salesforce?
1. 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.
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…