To start making a draft article, follow these steps:
- Go to Salesforce Knowledge.
- Click on the Article Management tab.
- Provide the appropriate article type to your new draft article.
- Start typing your draft article. You may choose to do it yourself or delegate this task to a collaborator.
- You have the option to translate your finished article into any language you like. Simply go to the Draft Translations section. ...
- Your finished draft article and its equivalent translation (if any) are now ready for publishing. ...
- From 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.
How do I create a draft article in Salesforce knowledge?
To start making a draft article, follow these steps: Go to Salesforce Knowledge. Click on the Article Management tab. Provide the appropriate article type to your new draft article. Start typing your draft article. You may choose to do it yourself or delegate this task to a collaborator.
How do I create a new kind of article in Lightning?
Create a new kind of article using Lightning Knowledge. Determine what to include in the new page layouts. Check that Knowledge is set up correctly. Ursa Major is a Southwest-based supplier of solar components and systems.
How can i Improve my Salesforce Lightning knowledge page layout?
Determine what to include in the new page layouts. Check that Knowledge is set up correctly. Ursa Major is a Southwest-based supplier of solar components and systems. Its Salesforce admin is Maria Jimenez. Recently, she set up Salesforce Lightning Knowledge so customers, partners, and support agents can use knowledge articles to solve problems.
What kind of articles can be added to the knowledge base?
Now Maria and Ada want to add a different kind of article to the knowledge base: procedures. Luckily, Lightning Knowledge makes it easy to create any kind of article they need. With procedures, Ursa Major can show customers and installers how to perform tasks, such as installing a solar hot water heater.
How do I create a knowledge article in Salesforce lightning?
Lightning Knowledge AuthorFrom Service Setup, click the Home tab.Click View All and then search for and select Knowledge Setup.Click Start.Ensure your name is selected as a Lightning Knowledge Author.Click Next, Next, then Finish.
How do I create an article category in Salesforce?
Create Data Category GroupsClick the Setup gear. ... Enter Data Category Setup in the Quick Find box and select Data Category Setup.Fill in the information. ... Click Save.In the Categories in Solar Installation & Maintenance textbox, enter Solar Panels and click Add.Enter Inverters and click Add.More items...
How do I create a knowledge article in Salesforce community?
Set Featured TopicsSelect 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 is an article type in Salesforce?
Description. Article Types are like Record Types for Salesforce Classic Knowledge. They are custom templates that can provide a different look-and-feel for the published article as well different types of information, visibility and edit rights. Default article types include FAQs, Offers, and How-To's.
How do I publish an article in Salesforce?
Click the *Knowledge tab [1] at the top and change the list view to Draft Articles [2].Check the box next to all three article titles and then click Publish.Ensure Publish Now is selected.Click Publish.
How do I add a topic to an article in Salesforce?
Topics for articles are enabled for each article type.From Setup, enter Topics for Objects in the Quick Find box, then select Topics for Objects.Click the article type name where you want to enable topics.Check Enable topics.Select which fields you want to use for suggestions.Click Save.More items...
How do I enable articles in Salesforce?
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.
What is Salesforce knowledge article?
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 you assign an article to a data category?
Assigning Data Categories Go to “Setup” and look for the “Quick Find” box. Search for “Data Category Assignments” under the Articles zone. Click “Edit” then choose the categories you want to assign. Click “Save.”
How do I change the article type in Salesforce?
To assign various layouts to the article type based on a user profile, click Page Layout Assignments. Click Edit Assignment. Select the profile, or profiles (using SHIFT), you want to change and select the layout from the Page Layout To Use dropdown.
What are data categories in Salesforce?
Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.
Salesforce Knowledge in a Nutshell
Salesforce Knowledge is a useful feature that lets you build a collection of help articles targeted to your end-customers. Knowledge gives you the opportunity to create your own learning bank, where end-customers can turn to when they need to look up something about your services.
Creating New Draft Articles
You can create new articles that will primarily serve as draft articles until they are queued for publishing. To start making a draft article, follow these steps:
How long does it take to create a trailhead in Salesforce?
Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes for Salesforce to create your Trailhead Playground. You also use the playground when it's time to complete the hands-on challenges.
What would Ada like to include in her book?
Ada would like to include a field that only her agents can see with notes about the case. That’s a good list of fields, but Maria’s not finished. She needs to know what actions readers take on articles. Ada thinks it over for a minute and says that reader actions are the same for procedures and FAQs.
Follow Along with Trail Together
Introduction
- By going through the process of creating a Knowledge article yourself, you ensure that Ada is set up for success as she creates and manages her own articles.Create a Knowledge article using the foundation you've set up from the previous steps in this project. Then after you publish it, update the article, creating a new version.
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! 1. If you've navigated away, click the Setup gear and select Service Setup. 2. Enter Knowledge Settings in the Quick Find box and select Knowledge Settings. 3. Ensure Activate Validation Status Fieldis enabled. (It should already be selected.)
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. 1. Enter Validation Statuses in the Quick Find box and select Validation Statuses. 2. Click New. 3. In the textbox, enter Work in Progress. 4. Select the Record Types that use this val…
Validate and Publish The Article
- To fully test the process, sign in as Ada, and validate and publish the article you just created. 1. Click the Setup gear and select Service Setup. 2. Enter Users in the Quick find box and select Users. 3. Next to Ada Balewa, click Login. 4. Ensure you are viewing the Service App, and click the KnowledgeTab. 5. From the list view dropdown at the top of the page select the Draft Articles lis…
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. 1. From the Service app, click the Knowledge Tab. 2. From the dropdown, select the Publi…
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