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. ...
- From the Setup menu ( ...
- To open the Lightning Knowledge Setup flow, click the Knowledge Setup tile.
- Click Start.
- In the search box, enter a Lightning Knowledge Author. ...
- Select the author and click Next. ...
- Enter your data group and data categories and click Next. ...
- Click Finish.
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
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...•
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 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...
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.
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 two features of knowledge 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. Data Categories allow you to organize your article content in a hierarchical way.
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.
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.
How do I add a knowledge tab in Salesforce lightning?
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.
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 does Maria use the Knowledge Setup 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. But now that she knows, she decides to run Lightning Knowledge Setup Flow to make sure everything has been done correctly and to set up data groups and categories. If she needs to make changes later, she can, but the Setup Flow gets her up and running quickly.
Who is Maria ready to assign knowledge user licenses to?
Maria is ready to assign Knowledge User licenses to herself and Ada. Then they can start getting the knowledge base out of the planning stage and into the development stage. Here’s what Maria does.
Why does Maria need to 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.
Does Maria need a license to read Lightning Knowledge?
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. All internal users can read articles without a special license. If Sunny could read, he wouldn’t need one either.
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 ...
What to know before launching Knowledge Hub?
Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. In other words, you’ll want to set up systems that can grow with your business over the long term.
What do you need to know about knowledge bases?
Knowledge bases have many moving parts and require different nuances to succeed. You need a strong writer to make sure your copy is powerful and empathetic. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience.
What should you focus on in MVP?
The bottom line is that you should focus on your biggest support pain points and bottlenecks. Build your knowledge base MVP as an internal solution.
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 knowledge base?
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 to solve their own queries, which leads to case deflection (and as a result, hiring less service agents, and increasing customer satisfaction).
Where are topics assigned in Salesforce?
Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces. There is also a setting to automatically assign topics based on certain data categories, which streamlines the tropic assignment of new articles and makes manual tagging more automated.
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 edit articles in Salesforce?
Since everything works like a normal Salesforce object, access is given in much the same way. Users can read, create, edit, and delete articles based on their Knowledge object permissions. The main thing that gets tricky are the special Lightning Knowledge User Permissions that primarily focus on Publishing, Archiving, and Translating draft article versions. For a detailed breakdown of these permissions, Salesforce Help has a great table summarizing the permissions and their purposes.
Does Salesforce compare articles?
Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release).
Does Lightning Knowledge have a license?
The licensing requirements for Knowledge are dependent on the edition of Salesforce you’re on and which clouds you have. For Essentials and Unlimited editions, Lightning Knowledge is available as a part of Service Cloud for no additional cost. For Professional, Enterprise, Performance, and Developer editions, Lightning Knowledge does have an additional cost associated. Contact your Salesforce Account Executive for more information on pricing.
How to improve an 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.
Do you have to activate validation status?
Before you can do anything with validation statuses, the validation status field must be activated. Make sure this is ready to go!
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…