Create an Article
- Click the Knowledge tab.
- Click Create Article.
- Select the Knowledge article type.
- Create a title for your article, such as “Our company address.”
- Write a description, this goes under the title in the search results.
- Put your company address in the rich text area field you created in the last unit. ...
- Click Save.
- 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.
What is Salesforce knowledge?
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.
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 are the different types of articles in Salesforce?
Different article types are kept as Record Types, like any other Salesforce object. For example, you may have an FAQ record type, a Troubleshooting record type, and a News record type for the different types of content you want to organize.
How do I build a knowledge article?
To build a knowledge article you need to select which fields you wish to have on the page, text, number, rich text etc. Article Types allow you to create different layouts to create different types of articles, for example a Question & Answer layout, How to Guide or a visual guide using rich text fields.
How do you develop knowledge articles?
9 Simple Hacks to Write Better Knowledge Base ArticlesAsk the right questions. This first step will prime your article for success. ... Pick one idea per article. ... Talk with subject matter experts. ... Use headers to break up your content. ... Focus on your intro. ... Kill the curse of knowledge. ... Add images. ... Add videos.More items...
How do I create a knowledge article in Salesforce Classic?
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.
What is knowledge article in Salesforce?
Knowledge Articles (Salesforce Knowledge) 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. Experienced service agents and internal writers write the articles.
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.
How do I edit a knowledge article in Salesforce?
To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit. Enables agents to edit articles without going to the Article Management tab. Agents can click Edit to open the article edit page.
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 are knowledge articles used?
Knowledge articles are articles that are written and maintained by Service Desk technicians and are a way of providing your staff and/or customers with a clear and common understanding of your services.
How do I access knowledge articles in Salesforce?
This is how you'll enable Knowledge Articles for a Guest User:Go to your Setup | Sites. ... Click on the Public Access Settings Button, there you will see the profile of the guest user. ... Click on view users and you'll be directed to page with the guest user. ... Search for Permission Set and click Edit Assignments.More items...
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!)
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.
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.
What is a knowledge base?
A comprehensive knowledge base empowers customers to find the information they need quickly. It may include frequently asked questions (FAQs), user forums, a glossary, troubleshooting, how-tos, articles, case studies, and even cover common issues and offer step-by-step guidance. And since customers help themselves, agents are able to devote their time to more complex issues rather than repeat issues.
Why is knowledge base important for self service?
Building a knowledge base for customer self-service is a smart investment. Besides satisfying customers and ramping up efficiencies for your company , your knowledge base also attracts new visitors to your site. Impress them with your content to build relationships and revenue.
How to set up a taxonomy for a business?
As you plan your content, take the following steps: Organize the content into groupings, such as the most popular topics. Link pieces that are related or offer additional relevant information. Determine how your content will grow or change over time.
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.
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.
Knowledge Basics for Lightning Experience
Use Lightning Knowledge to create a knowledge base for better customer service.
Lightning Knowledge Setup and Customization
Create record types and page layouts to optimize Lightning Knowledge for your business.
Knowledge Search Basics
Learn how search works in Salesforce Knowledge and customize your org for better results.
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…