To back up Salesforce data: 1. Go to Data Loader and click Export or Export All (for archived and soft-deleted data). 2. Login using your credentials and click Next. 3. In the pop-up window choose the Object you want to back up.
Full Answer
Why is data backup important for Salesforce customers?
It is important for Salesforce customers to develop a routine data backup strategy as part of their overall data management and security model. Data refers to all of your records, including Accounts, Contacts, Leads, Opportunities, Cases, Contracts, and other records.
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 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 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.
How do I export all knowledge articles in Salesforce?
From Setup, enter Export Articles for Translation in the Quick Find box, then select Export Articles for Translation. Select the queue that contains the articles you're exporting. Select either: All articles to export every article in the queue.
Can you export Salesforce Knowledge articles?
With the Salesforce Knowledge Heroku tools, you can mass export articles as a Zip file in the format of the Salesforce Article importer or the Heroku Article importer. This includes Rich Text fields and images.
How do I archive a Salesforce Knowledge article?
Mass archive articles in Lightning Experience UILog in to Salesforce.Go to the 'Knowledge' tab.Go to the 'Published Article' list view.Select the articles you would like to archive.Click the drop down arrow icon.Select Archive.
How do I clone a knowledge article in Salesforce?
Component offers cloning functionality for Knowledge Articles....Ensure knowledge and lightning knowledge are enabled for your org.Install unmanaged package.Update or create a lightning record page for your knowledge article.Drag the “Clone Knowledge Article” component anywhere on the page and save it!
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 publish an article in Salesforce?
To publish in Classic Knowledge, you need the publish permission on an article's article type and the “Publish Articles” or “Publish Translated Articles” article action to publish an article or translation. To publish in Lightning Knowledge, you need the associated User Profile perms.
How do I update a Salesforce knowledge article?
a. Open the Data Loader and click Update. b. Select Show all Salesforce objects and select the appropriate ArticleType__kav object where ArticleType is the article's article type name for Classic Knowledge or Knowledge__kav for Lightning Knowledge.
How do I find Salesforce knowledge articles?
Required EditionsSelect Knowledge in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select Knowledge.Optionally, click Advanced Search at the bottom of the results list. ... Enter your search terms, up to 100 characters. ... To run the search, press Enter .
How do I unpublish a knowledge article in Salesforce?
Delete an Article TypeFrom 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.
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!)
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.
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.
Special Access Rules
Knowledge must be enabled in your org. A user must have the View Articles permission enabled. Salesforce Knowledge users, unlike customer and partner users, must also be granted the Knowledge User feature license.
Usage
Use this object to query or retrieve articles. KnowledgeArticle can be used in a SOQL clause, but doesn’t provide access to the fields from the article. Provides read-only access to an article and the ability to delete the master article.
Usage for SOQL with KnowledgeArticle
To expose the migrated_to_from_id column on KnowledgeArticle and KnowledgeArticleVersion to the sObject API: expose MigratedToFromArticle in KnowledgeArticle.
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 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.
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.
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.
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.
Steps To Import Lightning Knowledge Articles (via ZIP) –
Once you’ve enabled knowledge settings through the Service setup, you have to create a folder on your computer system where all the files related to articles to be stored.
Conclusion
Salesforce Knowledge is an effective tool for intuitive and interactive management of the company’s knowledge base. With the articles available in the knowledge base, users can easily find solutions to their questions or problems. Moreover, it empowers users to search articles quickly and efficiently using data categories.
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…