The easiest way to display your organizations knowledge articles to the public is through a public Salesforce community. Only published knowledge articles can be viewed through the community and admins should also make sure that the correct version of the article is published.
Can private community members see articles in Salesforce?
We have a private Salesforce Community built on Spring 16 Napili community template. Regular community members are not able to see articles. We followed the steps from this question for the custom Customer Community profile these users are using, but this has not helped. That is, we have verified the profile has read access to the Article Type.
Can Napili users see articles in the Salesforce customer community?
Show activity on this post. We have a private Salesforce Community built on Spring 16 Napili community template. Regular community members are not able to see articles. We followed the steps from this question for the custom Customer Community profile these users are using, but this has not helped.
Can users who are not assigned visibility see articles and questions?
Users who are not assigned visibility can only see uncategorized articles and questions unless default category visibility has been set up. See Modify Default Data Category Visibility for more information. A user can see an article if he or she can see at least one category per category group on the article.
Which FAQ articles are visible in the public knowledge base?
Ursa Major tags most FAQ articles as visible in the public knowledge base. For example, “How Much Will I Save if I Install a Solar Hot Water Heater?” is visible to everyone. Note: In Salesforce Classic, we refer to these visibility settings as channels. Remember when Maria created the page layouts for procedure articles?
How do I access articles in Salesforce?
To switch to the Knowledge One and the Knowledge tab, have your administrator add the Knowledge One permission to your profile or permission set. If the search bar is in the left-side panel of the page you are using the Articles tab. The Articles tab presents a list of your Salesforce Knowledge published articles.
How do I control visibility of Knowledge articles in Salesforce?
For a Knowledge article to be searchable by an end user, the following requirements must be met:User must have access to Knowledge.User must have access to the corresponding article type.User must have visibility into the article's categories.Article must be published.Article must be visible in the appropriate channels.
How do I enable Knowledge articles in Salesforce?
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 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 do I set visibility in Salesforce?
Required Editions and User PermissionsGo to the data category visibility settings page in Setup. For roles: enter Roles in the Quick Find box, then select Roles. ... Open a data category group for edit. ... Select a visibility setting. ... Click Save.
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 do I enable article type in Salesforce?
Required Editions and User PermissionsFrom 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 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 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 enable search highlights and snippets Salesforce?
You can enable search highlights and snippets on the Salesforce Knowledge Settings page. Note Search highlights and snippets are not generated for searches with wildcards....Search highlights and snippets aren't generated from the following fields:Checkbox.Currency.Date.Date Time.File.Formula.Lookup.Multi-picklist.More items...
How does suggested articles work in Salesforce?
Suggested Articles uses keyword-based search to find relevant articles. It's automatically enabled when Lightning Knowledge is enabled. Einstein Article Recommendations analyzes past cases and case-article attaches to find relevant articles.
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.
What does Ada consider when publishing an 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. Ursa Major uses an article’s visibility settings to determine who sees it.
Can Ada track comments?
You can even choose to make a field visible to everyone, but limit interaction with the field to only users with a specific profile. Ada and the other agents want to track internal-only comments in a custom field called Internal Comments. That information might be confidential or confusing to customers.
Data Category visibility for users may be configured via the following key areas
The data category security model differs from most standard Salesforce security models. Normally you would begin with the most restrictive level of access at the base and then open up or grant access from there.
Knowledge and data category considerations
The user must be granted visibility in each category that classifies the article, or each category that classifies the article must be visible by default.
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.
