Turn On Knowledge for a Salesforce Console in Salesforce Classic
- From the object management settings for cases, go to Page Layouts.
- Click Edit next to a page layout.
- Click Layout Properties.
- Check Knowledge Sidebar, and click OK.
- Click Save.
- At 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 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.
How do I enable knowledge in Salesforce?
Required Editions and User Permissions. Make sure you're a Knowledge User. From Setup, in the Quick Find box, enter Knowledge , and then select Knowledge Settings. Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and click OK in the dialog box.
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 enable knowledge in Salesforce Classic?
The Knowledge User checkbox is in the second column of the User Detail section. To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge.
How do I enable knowledge sidebar in Salesforce lightning?
Knowledge articles appear based on matching words typed into a case's Subject .From the object management settings for cases, go to Page Layouts.Click Edit next to a page layout.Click Layout Properties.Check Knowledge Sidebar , and click OK.Click Save.
How do I enable knowledge in Salesforce Sandbox?
From Salesforce Classic Setup, enter Knowledge in the Quick Find box and click Knowledge Settings. ... If you're new to Knowledge, enable Knowledge in Salesforce Classic by selecting Yes and clicking Enable Salesforce Knowledge.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge.Click Save.
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
How do I access knowledge language settings in Salesforce?
In Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings. Click Edit. Select Multiple Languages and add the languages you want to include in your knowledge base. Important You can add the languages that your instance of Salesforce supports.
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...
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 do I add knowledge is utility bar in Salesforce?
You can add or edit a utility bar at any time.From the Home tab in Setup, enter App in the Quick Find box, then select App Manager.To edit or add a utility bar to an existing app, click Edit in the dropdown menu next to your app. ... Click the Utility Items tab and add the utilities you want.
What is knowledge sidebar in Salesforce?
A Knowledge Sidebar is a display in a Salesforce Console that brings in relevant Salesforce Knowledge articles. Notably, the sidebar only displays for Salesforce Knowledge users once administrators set it up. The goal of the Knowledge Sidebar is to increase productivity amongst users.
What is knowledge base 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.
Knowledge Is Power
Having a quality supply of knowledge articles on your self-serve site can do wonders for case deflection, customer satisfaction, and agent productivity. Currently the hard-working support agents at Category 1 Biking rely on FAQs taped to office walls and cash registers. Time to upload those FAQs to a site!
Configure Lightning Knowledge
You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information. Category 1 Biking is starting with a simple FAQ record type. Since you used the Knowledge Setup guide, the FAQ record type has been created for you by default. To view the new record type:
Enable Topics for Objects
There are many ways to organize content. With topics, you can classify and search Knowledge articles by assigning specific topic areas. Without enabling Salesforce Knowledge topics, articles can’t be displayed outside of your org.
Create Knowledge Articles
Now that you have your basic setup in place for knowledge, create a few sample articles for Category 1 Biking.
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 ...
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 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!)
Can you approve articles 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.
