You can control who sees or interacts with any field in an article by using field-level security. Use this setting to hide or show fields based on user profile. You can even choose to make a field visible to everyone, but limit interaction with the field to only users with a specific profile.
Full Answer
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 ...
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.
How much does Salesforce Lightning knowledge cost?
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. 3. Access Considerations
How can I control what content is published 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.
How do I restrict access to knowledge articles 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.
How do you control visibility of knowledge articles?
To assign a visibility group to a knowledge article Open the article to which you want to add visibility groups. Click Functions > Article Visibility to open the Visibility Groups window.
Who can see knowledge articles in Salesforce?
User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles. Assign permissions to agents and authors who publish, archive, delete, and manage articles.
How is Salesforce knowledge enabled for users that need access to article management?
Enable Salesforce KnowledgeTo enable care coordinators and internal users to edit articles without going to the Article Management tab, select Allow users to create and edit articles from the Articles tab .Select Activate Validation Status field to add a Validation Status field to all articles.More items...
How do we restrict access to knowledge base?
There are two ways to restrict access to knowledge base articles:By managing the user criteria for the knowledge base. ... By managing the user criteria for a knowledge article by using the Can Read and Cannot Read settings.
What role can create user criteria for knowledge bases?
A knowledge manager can specify which users Can read and Can contribute to a knowledge base by creating and selecting user criteria.
What access does a user need to be able to import articles to a knowledge base?
-Knowledge> Articles> Import Articles. What access does a user need to be able to import articles to a knowledge base? -Can contribute.
How are knowledge base articles accessed?
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...
How do I enable article management in Salesforce?
Go to Setup. Click on Manage Users. Select Profiles. Click on the desired profile, then choose App Permissions....Article Management Tab Configuration ProcessGo to Setup.Locate the Quick Find Box and enter User Interface.Select User Interface.Choose the option Enable Enhanced Profile User Interface.Hit Save.
How do I customize my Salesforce knowledge?
Set Up Knowledge with a Guided FlowFrom 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.
What does the knowledge user checkbox do?
The Knowledge User is a feature license, so it's on user basis. To set up the knowledge base for org, you will have to enable the knowledge base through setup. But to have User access to knowledge, you have to check the Knowledge User checkbox on user record.
What is Flow user in Salesforce?
The running user of a flow is the user that launched the flow. The running user determines what a flow that runs in user context can do with Salesforce data.
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 internal channel?
The internal channel is for internal users only. This is for content that your internal user base needs access to, such as company policies, onboards, internal Salesforce process documentation, etc.
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.
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).
Why is the customer channel important?
Along with Public, the Customer channel is one of the most popular channels because it is critical for customer self-service and case deflection. The customer channel shares content with users on a customer community license within a Customer Community. It’s great for customer-facing FAQ, troubleshooting articles, and step-by-step guides.
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.
Who Sees Each Article?
Whenever Ada publishes an article, she considers her intended audience. Some articles are relevant to all readers, but other articles aren’t. For example, if an article contains proprietary information for employees only, Ada doesn’t want customers to see it.
What is a partner article?
Visible to Partner. Authenticated users assigned a Partner profile see these articles. Customers don’t. Just like customer-visible articles, partner articles can appear in sites that partners log into. These articles contain information specific to partners, such as “How to Install Solar Panels for Ursa Major Customers.”
What does Ursa Major use?
Ursa Major uses an article’s visibility settings to determine who sees it. Here are the different audiences.
What is Maria's field level security?
Establish field-level security. Maria selects Visible for the Agent profile and deselects Visible for the other profiles.
Where is the visibility setting on Maria's page?
Remember when Maria created the page layouts for procedure articles? She placed the visibility settings at the bottom of the page. Since all articles are visible in the internal app, that box is always checked. Ada wonders, if it’s always supposed to be checked, why is it on the page at all? She asks Maria to remove the Visible in Internal app checkbox from the articles she and her team write: FAQs and Procedures.
How to control who sees a field in an article?
You can control who sees or interacts with any field in an article by using field-level security. Use this setting to hide or show fields based on user profile. You can even choose to make a field visible to everyone, but limit interaction with the field to only users with a specific profile.
Can customers see articles?
Visible to Customer. Authenticated users assigned a Customer profile see these articles. Customers can view articles by logging into a self-service site, so it’s important to set up their site correctly. To learn how, check out Experience Cloud Basics and Build a Digital Experience with Knowledge and Chat. Ursa Major tags many procedure articles as visible to customers, such as “How to Test Your Solar Panel.”
How to clean and maintain solar panels?
Click the How to Clean and Maintain Your Solar Panel article. Click the Versions tab. Notice that you are viewing version 1, and at the top of the page under Version Number it also says 1. Click the Edit as Draft button at the top of the page, then click Edit as Draft again.
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!
How many versions of Salesforce Knowledge are there?
Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each ofthese versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the numberof articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles.
What is Salesforce Knowledge?
Salesforce Knowledge is "KCS Verified" by the Consortium for Service Innovation, which recognizes best practices in customer Do you need guidelines, resources, and current discussions on the evolving world of knowledge orientated service? support methodologies. By implementing Knowledge-Centered Support (KCS) features, you can create more efficient collaboration within your team and provide pertinent and accurate information to your customers. Consider the following tips when planning and using Salesforce Knowledge:
How to see how many versions of Salesforce?
To see how many versions and articles you have: 1. Go to Settings. 2. In the Search box, type StorageUsage. 3. Select Storage Usage. The total number of versions in the org is listed under “Knowledge Versions.” The number of articles in the org is listed under “Knowledge.” SEE ALSO: Plan Your Knowledge Base in Lightning Experience Data and File Storage Allocations 8 Salesforce Knowledge Knowledge Scalability
How many languages are there in Salesforce?
For orgscreated before the Spring '18 release, the default limit for all editions is 16 languages. To request an extension for these allocations,contact Salesforce support.
What is page layout?
A page layout determines which fields agents can view and edit when entering data for an article.It also determines which sections appear when users view articles. You can customize the fields,actions, and related lists for each record type and user profile with page layouts.
What is the default FAQ page layout?
A default FAQ page layout and record type is auto-enabled in the setup flow. The page layout determines how the articles aredisplayed. By doing this step, you are associating the page layout and record types. After completing the flow, you can go to theObject Manager to create or modify your page layouts.
Why is it important to have a robust knowledge base?
With a robust knowledge base, customersreceive service faster or even solve their own issues.
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.
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…