Create a Knowledge Article in Salesforce Essentials.
- Click on the gear icon in the upper right corner and click Setup.
- Click on Service Setup.
- In the Recommended Setup section click on View All.
- Search for 'knowledge'.
- Click the Start button.
Full Answer
How do I create articles in Salesforce knowledge?
You will need to set up Knowledge first before you can start to create articles. Click on the gear icon in the upper right corner and click Setup This will enable Knowledge in your Salesforce org, where you will be able to create Categories and Topics to organize your articles.
What is Salesforce knowledge and how do I share it?
Having Knowledge built and deployed out of Salesforce means that you can share relevant articles through 4 main channels, depending on where your customers are. It is important to note that for each article you publish, you can define which channels the article should be shared through.
How to build a knowledge base in Salesforce?
Build Your Knowledge Base in Salesforce Classic Delete an Article Type Articles or Knowledge Tab Plan Your Knowledge Base in Lightning Experience Modify Default Category Group Assignments for Articles
What are allow ratings in Salesforce knowledge?
In a Salesforce community, the Allow Ratings is a setting on the Article Content component for the Article Detail page, which respects your community theme colors. 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.
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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 do I add a Knowledge article in Salesforce?
Create Article TypesFrom 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 open a Knowledge article 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 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 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.
How do I show knowledge articles in Salesforce community?
To enable the Read permission, either clone the Customer Community User, Customer Community Plus User, or Partner Community User profiles, or use a permission set. Give Read permission for the article types (Salesforce Knowledge in Classic) or record types (Lightning Knowledge) that you want to share with users.
How do I access Salesforce knowledge?
Enable Salesforce KnowledgeFrom 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.To select your general settings, click Edit.More items...
How do I attach an article to a case in Salesforce?
Help Agents Attach Articles to CasesFrom. , select Setup.Click Object Manager and select Case.Click Case Page Layouts.Click Custom Case Layout. ... At the top of the page, click Feed View.Scroll down to Article Tool Settings and select Enable attaching Articles inline.Click Save.
How do I edit a knowledge article in Salesforce?
To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit. Enables agents to edit articles without going to the Article Management tab. Agents can click Edit to open the article edit page.
What is the purpose of knowledge base articles?
A knowledge base article is a piece of online documentation that answers a frequently asked question or provides instructions for solving a problem that customers commonly run into. Common knowledge base article types include informational articles, how-tos, troubleshooting guides, and FAQs.
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 do you deploy knowledge in Salesforce?
In salesforce setup, Search and open Import article wizard....Choose Production and provide salesforce login credentials.Export articles based on the filter provided by the app.Export in Salesforce Article importer format.Once done, mail will be sent to the exported user. Download from the mail.
How does Salesforce Knowledge work?
Salesforce Knowledge uses data categories to classify articles and make them easier to find. For example, to classify articles by sales regions and products, create two category groups: Sales Regions, Products.
How do Salesforce articles move?
Salesforce Knowledge Articles move through a publishing cycle from their creation to their deletion. The publishing cycle includes three different statuses: Draft is the stage when a new article is being created or an existing one is being updated. Articles with the Online status are draft articles that have been published and are now available to their different channels. Eventually, when a published article is at the end of its life, it can be moved to the Archived status or sent back to Draft to be updated in a subsequent version.
What is an audience channel in Salesforce?
Audience Channel. An audience, sometimes called a channel, refers to the types of users who can access an article. Salesforce Knowledge offers four channels where you can make articles available. Internal App: Salesforce users can access articles depending on their role visibility.
What is an article overview?
Articles Overview. Articles capture information about your company's products and services that you want to make available in your knowledge base. Articles in the knowledge base can be classified using data categories to make it easy for users to find the articles they need. Administrators can use data categories to control access to articles.
Can articles be made available to anonymous users?
In a community, the article is only available to users with Partner Community licenses. Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base. With Lightning Knowledge, most Salesforce orgs use Communities to create a knowledge base.
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.
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.
Key Points – What You Need to Know
Content Management
- The Knowledge Lifecycle and Versioning
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 Lifecycleis cyclical and stresses continuous improvements to c…
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…
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…