how to create a knowledge base in salesforce

Build Your Knowledge Base

• Learning Objectives. Add the Article Management and Knowledge tabs to a standard app. ...
• Add Knowledge Tabs to Your Service App. To access Salesforce Knowledge, think about tabs. ...
• Edit the Default Article Type. ...
• Create an Article. ...
• Publish an Article. ...
• Resources. ...

Full Answer

How to set up Salesforce knowledge?

Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal, part

How to be successful with Salesforce?

• Analyze what the needs of the users are, then design, test, and develop software that meets those needs
• Design Salesforce solutions and create effective project plans. ...
• Suggest new software upgrades for the customers’ existing apps, programs, and systems

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What is so unique about Salesforce?

• If you have the budget to pay for the subscription, you are ready to use Salesforce. Why? ...
• You can use Salesforce with 1, 10, 100 or 10,000 Employees. It's completely up to you! Salesforce certainly does not impose any minimum user count.
• Salesforce integrates with some amazing software such as Yesware (The implementation took us around 5 minutes).

How to enable Salesforce Lightning knowledge?

How do I enable lightning knowledge in Salesforce?

• From Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
• If you're new to Knowledge, enable Knowledge by selecting Yes and clicking Enable Salesforce Knowledge.
• Click OK to continue.
• On the Knowledge Settings page, click Edit.
• Select Enable Lightning Knowledge.
• Click Save.

How do you develop a knowledge base?

How To Create a Knowledge BaseIdentify the Purpose / Need of your Knowledge Base. ... Define the Core Elements Of Your Knowledge Base. ... Prepare Your Knowledge Base Structure. ... Prepare Content for Your Knowledge Base. ... Organize Knowledge Base Content. ... Write New Articles for Your Knowledge Base. ... Optimize Your Knowledge Base For SEO.More items...•

How do I create a new knowledge article in Salesforce?

Create Article TypesFrom Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.Click New Article Type or edit an existing article type.Enter the information for the following fields: ... Click Save.In the Fields section of the Article Type definition, click New.More items...

What is knowledgebase 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.

How do I create a knowledge article in Salesforce lightning?

Create Knowledge ArticlesClick the App Launcher. ... Click New.For Title, enter When is the T-800 coming out?Click in the URL Name field to generate the URL Name from the title.For Text, enter Hopefully this summer!Under Properties, select Visible to Customer.Click Save & New.

How do I get Salesforce knowledge?

0:292:33How to Set Up Salesforce Knowledge - YouTubeYouTubeStart of suggested clipEnd of suggested clipStart by navigating to your service home page click on the gear icon in the top right hand corner.MoreStart by navigating to your service home page click on the gear icon in the top right hand corner. And pick service setup. Click view all in recommended setup. And scroll down to knowledge setup.

How do I find the knowledge base in Salesforce?

12:0534:38Knowledge Base in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipBox we need to publish them. So how to publish it will go back to knowledge tab either you can clickMoreBox we need to publish them. So how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge.

What is the purpose of knowledge base?

What is a knowledge base? A knowledge base is a published collection of documentation that includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. It's designed to make it easy for people to find solutions to their problems without having to ask for help.

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 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 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...

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 to create a knowledge base?

Step 1: Conduct Thorough, Cross-Functional Research. A knowledge base requires rigorous structure and planning. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Content hubs are deceptively complex to create.

How does knowledge base help a business?

Done right, a knowledge base can do wonders for your business. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, ...

How to create a knowledge base that empowers customers?

The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritise your most impactful decisions, and ensure that your knowledge base grows with your organisation. Keep things simple, and tackle real challenges for your customers.

What is MVP in knowledge base?

The concept of an MVP is one you should apply to your knowledge base as well. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. Focus on building out the knowledge base that tackles the needs ...

Count and Assign Licenses

Maria gets ready to purchase licenses for Lightning Knowledge. First, she has to figure out who needs them. Everyone including the office dog, Sunny? She researches further. It looks like Sunny and most of the agents don’t need licenses right away, because they read articles. They don’t create them.

Enable Knowledge

Maria needs to enable Knowledge for Ursa Major so she and Ada can start turning their plans into reality. She knows that once Knowledge is enabled, she can’t turn it off later. She gets to work.

Go with the Flow

Maria discovers that she can use the Knowledge Setup Flow to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. She wishes she’d found out about this easy time-saving tool before she enabled Knowledge and assigned a license to Ada.

Create Articles

Everything is set up and Ada’s ready to create her first article, a question from her FAQ. It’s the first of many, and she wants to make sure that she gets it right. Let’s follow Ada as she creates her first article.

Step 1: Conduct Thorough, Cross-Functional Research

A knowledge base requires rigorous structure and planning. Otherwise, nobody will be able to access the precise information they need in the moments they need it most.

Step 2: Define Your Minimum Viable Product (MVP)

You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Entrepreneur and author of The Lean Startup Eric Ries came up with the term back in 2009 to describe the concept of a prototype that accomplishes two goals:

Step 3: Determine Your Taxonomy and Content Plan

At this stage, many support teams will want to jump into “execution” mode and start launching new tech. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term.

Step 4: Outline Your Technology Plan

Every step you’ve taken has led you to this point. By now, you have a comprehensive list of features and solution requirements. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers.

Step 5: Build Out the Right Analytic Capabilities

Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. How do you keep everything in control?

Step 6: Focus on Continuous Improvement

An alternate way to describe this step: Focus on two-way communication. Examine how your customers are using your company’s knowledge base.

Final Thoughts

The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritize your most impactful decisions, and ensure that your knowledge base grows with your organization. Keep things simple, and tackle real challenges for your customers.

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.

What Is Salesforce Experience Cloud, And How Can It Help You?

An organization disseminates descriptive content about its goods, non-physical products, and public relations through different channels.

Why Creating An Efficient Community Knowledge Base Is Important

An efficient, informational base helps members of an organization with their prospects to get maximum data within a short time.

How Can Advanced Communities Knowledge Base App Help You?

A knowledge directory is crucial for the progressive community in any institution. The Salesforce knowledge management tool by Advanced Communities helps the institution’s administration track the team’s preferences before availing of required services.

What Are The Key Features Of The AC Knowledge Management App?

The primary function entails passing information to the team and fostering interaction between its members. A good knowledge base should have these key attributes.

5 Best Practices For Building A Community Knowledge Base With Salesforce

For your Salesforce knowledge articles for community knowledge to be effective, stick to the following practices.

Wrapping Up

Salesforce knowledge management is essential for any organization to achieve smooth running and provide satisfactory services to its community.

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.

Key Points – What You Need to Know

Content Management

Channels

Approval Processes

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…

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Topics

Case Deflection

Using Apex with Knowledge

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