Once you create your article, assign it to Ada for validation, and finally, publish it. Click the App Launcher and select Service. Click the Knowledge tab.
- 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.
What is Salesforce Lightning knowledge?
Lightning Knowledge often suggests the article most relevant to a case so agents don’t even need to search for it. As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. Lightning Knowledge isn’t just your average knowledge base.
How do I create record types for knowledge articles in Lightning?
Ensure your name is selected as a Lightning Knowledge Author. Click Next, Next, then Finish. You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information.
Should you enable Salesforce knowledge topics?
Without enabling Salesforce Knowledge topics, articles can’t be displayed outside of your org. This meets Category 1 Biking’s needs nicely, as they want to center conversations and knowledge articles around common topics. Over time, they want to give the community more control in determining those topics.
How do I set up lightning knowledge?
To access Knowledge, you need permissions on your user record. From Service Setup, click the Home tab. Click View All and then search for and select Knowledge Setup. Click Start. Ensure your name is selected as a Lightning Knowledge Author.
How do I create a knowledge article in Salesforce lightning?
Lightning Knowledge AuthorFrom Service Setup, click the Home tab.Click View All and then search for and select Knowledge Setup.Click Start.Ensure your name is selected as a Lightning Knowledge Author.Click Next, Next, then Finish.
How do you deploy knowledge article?
To deploy Knowledge article data:The data loader (data deployment) feature in Gearset needs to have been purchased and enabled by your team owner.The Knowledge object metadata type needs to exist on both the source and target.The user running the deployment needs to have permission to access the Knowledge objects.More items...
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 add a knowledge article to a Salesforce community?
Add Knowledge to the Site Using TopicsClick the setup gear. ... Enter All Sites in Quick Find, then select All Sites.Next to Category 1 Biking, click Workspaces.Select the Content Management tile.Click Topics.Select Navigational Topics.In Enter a navigational topic, enter Customer Support and click + Add.More items...
How do I publish a Salesforce knowledge article?
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.
Can you deploy knowledge articles Salesforce?
Knowledge articles can be exported from Salesforce as a package zip file which includes property file, csv, and folder of html files including attachments from production using an Salesforce third party app “Heroku”. This procedure doesn't need any installation.
How do I enable knowledge sidebar in Salesforce lightning?
How to enable knowledge side bar in Salesforce console?Go to Setup –> Customize –> Cases –> Page Layouts.Click Edit next to a page layout.Click Layout Properties.Check Knowledge Sidebar, and click OK.Click Save.
How do I enable topics in Salesforce lightning?
2 AnswersFrom Setup, enter Topics for Objects in the Quick Find box, then select Topics for Objects.Select an object.At the right, select Enable Topics.Select the text fields that you want to use for topic suggestions. ... Click Save to save changes for all objects.
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 are Knowledge articles used in Salesforce?
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. 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.
How to access knowledge in Lightning?
To access Knowledge, you need permissions on your user record. From Service Setup, click the Home tab. Click View All and then search for and select Knowledge Setup. Click Start. Ensure your name is selected as a Lightning Knowledge Author. Click Next, Next, then Finish.
What language do you need to pass the Knowledge Base?
Remember, you need to have selected English as the default language for the knowledge base in order to pass this step.
How many steps are there in publishing a knowledge article?
Publishing a knowledge article is a 2 step process.
How to prevent user from publishing article?
In order to prevent user from publishing article, you'll need to remove the user from Article manager group which is responsible for publish action. You can check the article manager by navigating to Setup -> Customize -> Knowledge -> Knowledge Article Actions.
What does Maria like about Lightning Knowledge?
She’s learned the basics about knowledge bases and seen what Lightning Knowledge can do. Lightning Knowledge can really help her agents and their customers. Maria’s next step? Planning the knowledge base for Ursa Major.
Why is knowledge base important?
But a knowledge base puts that organizational knowledge into a repository. New agents have a place to go to learn on their own. An up-to-date repository helps you to train new agents quickly and lower the training burden for existing agents, too. Everyone’s productivity increases.
How long is the free trial for Cloud?
Sign up for a free 30-day Service Cloud trial.
Does Ursa Major have a knowledge base?
Once Ursa Major sets up a knowledge base on their website and other channel s, customers can quickly find answers to the easy questions there. If they can, most customers prefer to answer questions themselves instead of contacting technical support. Finding answers quickly makes customers happy.
Does Maria use Salesforce?
As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. Lightning Knowledge isn’t just your average knowledge base. Sure, it stores information in one place so that agents and customers alike can access it (depending on permissions). It can make her agents more productive and her customers happy.
Does Maria install Lightning Knowledge?
After talking to Ada and seeing her collection of notes, Maria installs a trial version of Lightning Knowledge to try it out. If you want to practice and try out the steps in this module, you can register for a free Service Cloud trial with sample data. Here’s how to get the free trial edition now.
Is Lightning Knowledge part of Salesforce?
It can make her agents more productive and her customers happy. But even better, from Maria’s point of view, is that Lightning Knowledge is part of Salesforce. Because Knowledge is integrated with Salesforce rules, permissions, and administration tools, she can manage everything in one place.
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.
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.