Editing Knowledge Articles
- Click on the triangle next to the right of the article that you want to change and click Edit. ...
- Select Edit Article published.
- Note: If you want to edit your article before it has been published, while it is still in the draft phase, make sure you are in the Draft Articles List ...
- Follow the steps above
How do I edit an article in Salesforce?
Once you are in Salesforce Classic, click the + sign to open up a list of all of the available links and choose Knowledge. Once you are in Knowledge, click on an article title and then choose Edit. When you are in the Editing window, you can click Preview to view any stylistic changes to the articles.
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 do I edit an article in knowledge?
Once you are in Knowledge, click on an article title and then choose Edit. When you are in the Editing window, you can click Preview to view any stylistic changes to the articles.
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 edit a knowledge base article in Salesforce?
Update the ArticleFrom the Service app, click the Knowledge Tab.From the dropdown, select the Published Articles List View.Click the How to Clean and Maintain Your Solar Panel article.Click the Versions tab. ... Click the Edit as Draft button at the top of the page, then click Edit as Draft again.More items...
How do I edit knowledge articles in Salesforce lightning?
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 you edit a knowledge article?
Editing Published Knowledge Articles As a fulfiller, you can edit a knowledge article by clicking the Edit button at the top of any article. You must be logged in to the fulfiller view of ServiceNow for this option to be available.
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 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 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 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 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.
How do I publish a knowledge 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 category to a knowledge article in Salesforce?
Required Editions and User Permissions For more information, contact your Salesforce representative. From Setup, enter Data Category in the Quick Find box, then select Data Category Setup. To create a category group, click New in the Category Groups section. Specify the Group Name up to a maximum of 80 characters.
How do I assign a category to a knowledge article in Salesforce?
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 access knowledge language settings in Salesforce?
In Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings. Click Edit. Select Multiple Languages and add the languages you want to include in your knowledge base. Important You can add the languages that your instance of Salesforce supports.
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.
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.
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.
Follow Along with Trail Together
Introduction
Enable Validation Status For Articles
Create A Validation Status
Create and Publish An Article
Validate and Publish The Article
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...
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