Configure Salesforce Knowledge
- Learning Objectives. Enable Lightning Knowledge and assign appropriate user licenses. Customize page layouts and record...
- Follow Along with Trail Together. Want to follow along with an expert as you work through this step? Take a look at this...
- Assign the Knowledge User License. By default, all internal users with read permissions, can...
- Resources.
How to set up Salesforce knowledge?
Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal, part
How to be successful with Salesforce?
- Analyze what the needs of the users are, then design, test, and develop software that meets those needs
- Design Salesforce solutions and create effective project plans. ...
- Suggest new software upgrades for the customers’ existing apps, programs, and systems
What are the uses of Salesforce knowledge articles?
- Data categories are used to indicate which contact center and business unit authored the article.
- Articles have drastically different types of content mixed together (e.g. FAQs, product manuals and install guides)
- Agents are not consistently completing all article fields.
Is Salesforce knowledge right for You?
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.
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How do I create a 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.
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 use Salesforce Knowledge?
12:0734:38Knowledge Base in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipSo how to publish it will go back to knowledge tab either you can click on app launcher. And go orMoreSo how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge. So we are navigating to knowledge tab. Now we now
Where is Knowledge setup in Salesforce?
For more information, contact your Salesforce representative. To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit.
How do I set up lightning knowledge?
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 you set up a knowledge article?
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.
What license is needed for Salesforce knowledge?
The current licensing for the Knowledge Base requires that Standard SFDC users (Employees) must have a Knowledge User license provisioned to them to even view Knowledge Articles whereas portal users (both partner and customer) do not.
What is Salesforce knowledge?
Give your website visitors, clients, partners, and service agents the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it's needed.
What is the difference between Salesforce knowledge and solutions?
Knowledge allows for article segmentation and categorization with data categories. With Solutions, you can't expose different Knowledge articles to your internal team than you do to your customers. Knowledge search and integration with cases is more advanced and leads to quicker case resolution.
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!)
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 is it important to give feedback to your team?
Giving your team access to provide feedback either via chatter comments, ratings, or (for super users/authors) directly editing drafts is critical to ensuring your knowledge base is polished for your customers. The Knowledge Lifecycle is cyclical and stresses continuous improvements to 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.
Does Salesforce compare articles?
Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release).
What is knowledge setup flow?
The Knowledge setup flow is designed to be a quick start for getting completely set up with Knowledge. Once you add users, you’re able to create data categories and articles all within one easy workflow!
How to open a knowledge set up in Lightning?
To open the Lightning Knowledge Setup flow, click View All under Recommended Setup, then click the Knowledge Setup tile. Click Start. Select Ada Balewa and yourself as Lightning Knowledge Authors, then click Next, Next, Finish. (Hold off on creating data categories and articles; you do this shortly.)
How to check if Lightning Knowledge is enabled?
You can double-check this in your org by following these steps. Enter Knowledge Settings in the Quick Find box and select Knowledge Settings. Verify that Enable Lightning Knowledge is checked. Click the Object Manager tab . Verify that the Knowledge object is now visible in the list of objects. Click the Home tab.
What is the purpose of creating and managing articles?
Create and manage articles to ensure quality of information.
Can Ada Balewa read knowledge articles?
By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions. Start by giving Ada Balewa Lightning Experience User permissions so she’s able to access Knowledge in the Lightning Experience interface.
How does Maria use the Knowledge Setup Flow?
Maria discovers that she can use the Knowledge Setup Flow to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. She wishes she’d found out about this easy time-saving tool before she enabled Knowledge and assigned a license to Ada. But now that she knows, she decides to run Lightning Knowledge Setup Flow to make sure everything has been done correctly and to set up data groups and categories. If she needs to make changes later, she can, but the Setup Flow gets her up and running quickly.
Who is Maria ready to assign knowledge user licenses to?
Maria is ready to assign Knowledge User licenses to herself and Ada. Then they can start getting the knowledge base out of the planning stage and into the development stage. Here’s what Maria does.
Why does Maria need to enable knowledge?
Maria needs to enable Knowledge for Ursa Major so she and Ada can start turning their plans into reality. She knows that once Knowledge is enabled, she can’t turn it off later. She gets to work.
Does Maria need a license to read Lightning Knowledge?
Maria gets ready to purchase licenses for Lightning Knowledge. First, she has to figure out who needs them. Everyone including the office dog, Sunny? She researches further. It looks like Sunny and most of the agents don’t need licenses right away, because they read articles. They don’t create them. All internal users can read articles without a special license. If Sunny could read, he wouldn’t need one either.
What is Salesforce Knowledge?
Knowledge is power! Salesforce Knowledge allows users or customers to quickly search your knowledge base for relevant answers. Join us to learn how to configure your knowledge base from the ground up and participate in a straightforward article management process, including approval processes. You should be an experienced administrator who has a solid understanding of managing users, profiles, and page layouts to successfully participate in this session.
What is Salesforce 360?
Welcome to Salesforce Customer 360, One Integrated CRM Platform for uniting Marketing, Sales, Commerce, Service, and I.T. Departments.
What is Salesforce Knowledge?
With Salesforce Knowledge, you can give your service agents, customers, partners and website visitors the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed.
Can you use Lightning Knowledge Migration Tool in Salesforce?
Lastly, if you have been using Knowledge for a while in Salesforce Classic then you can use Lightning Knowledge Migration Tool to convert your Classic Knowledge articles into Lightning.
Can you import knowledge articles into Salesforce?
Once you have implemented Salesforce Knowledge, you may also want to import articles rather than creating it manually in Salesforce. Importing knowledge articles is not as staightforward as importing records in standard/custom objects. But don’t worry.
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…