- Enter Knowledge in the Quick Find box under Setup and then select Knowledge Settings.
- If you’re new to Salesforce Knowledge, choose Yes and click Enable Salesforce Knowledge to enable it.
- To proceed, click OK.
- Click Edit on the Knowledge Settings page.
- Select Allow Lightning Knowledge to Work.
- Save the file.
- From Setup, enter Users in the Quick Find box, then select Users.
- Click Edit next to the user's name, or click New to create a user.
- If you're creating a user, complete all the required fields.
- Select Knowledge User.
- Click Save.
How do I enable Salesforce knowledge?
Enable Salesforce Knowledge Before you can set up Knowledge, you must enable it in the organization. Required Editions and User Permissions Available in: Lightning Experience Available in: Enterpriseand UnlimitedEditions with Health Cloud User Permissions Needed To enable Salesforce Knowledge: Customize Application
What is the use of knowledge object 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.
How Salesforce knowledge management can help manage high support volume?
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.
What is the difference between Salesforce knowledge and lightning knowledge?
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 stars are thumbs-down).
How do I enable Knowledge in Salesforce?
Enable Knowledge UsersAt the top of any Salesforce page, click on your profile photo and then click Settings.Under My Personal Information, select Advanced User Details and click Edit.Select Knowledge User .Save your changes.
How do I give a full access to a user in Salesforce?
From Setup, enter Users in the Quick Find box, then select Users.Select a user.In the Permission Set Assignments related list, click Edit Assignments.To assign a permission set, select it under Available Permission Sets and click Add. ... Click Save.
How do I enable Knowledge 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.
What is Knowledge one permission in Salesforce?
Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud....Required Editions and User Permissions.User Permissions NeededTo create or edit permission sets:Manage Profiles and Permission SetsTo create and edit external data sources:Customize Application
How do I set permissions for a user?
To assign permission sets:Click. , then click Setup.From Setup, enter Permission Sets in the Quick Find box, then click Permission Sets.Select the permission set that you want to assign to users.Click Manage Assignments, then Add Assignments.Select the checkboxes next to the appropriate users.Click Assign.
How do I grant permissions to set in Salesforce?
To open a permission set overview page, from Setup, enter Permission Sets in the Quick Find box, then select Permission Sets and select the permission set you want to view. Salesforce offers several types of permission sets to help your users achieve their business goals.
How do I share a Knowledge article in Salesforce?
Salesforce Knowledge is available in Essentials and Unlimited Editions with Service Cloud....To use the Salesforce sharing model for Knowledge:From Setup, enter knowledge in the quick find box and select Knowledge Settings.Click Edit.Under Sharing Settings, select Use standard Salesforce sharing.Save your changes.More items...
How do I approve a Knowledge article in Salesforce?
From Setup, enter Approval Processes in the Quick Find box, then select Approval Processes. Choose the Approval Process Wizard. Two wizards are available to help you through the approval setup process. Choose the one that meets your requirement the best.
How do I enable the Knowledge object?
First, you have to enable topics for the Knowledge Object.Click the setup gear. and select Setup. Note: Ensure you select Setup and not Service Setup.Enter Topics for Objects in Quick Find, then select Topics for Objects.Under Object, select Knowledge.Click Enable Topics.Check Text and Title.Click Save.
How do I assign a knowledge license to a user in Salesforce?
Note To do more than read articles, agents need the Knowledge User license.From Setup, enter Users in the Quick Find box, then select Users.Click Edit next to the user's name, or click New to create a user.If you're creating a user, complete all the required fields.Select Knowledge User.Click Save.
What is knowledge user in Salesforce?
Tip Lightning Knowledge uses user profile permissions or permissions sets to give agents access to authoring actions. In contrast, Knowledge in Salesforce Classic uses public groups and article actions. Some licenses, like the Knowledge Only User license, require the AllowViewKnowledge permission on the user's profile.
How does knowledge work 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.
Assign the Permission Set to Ada Balewa
Now that you’ve created the Knowledge Manager permission set, assign it to Ada so she is able to access and manage Knowledge articles easily.
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.
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 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).
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.
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.
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 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.
