Smart Links to Salesforce Knowledge Articles with URLs Highlight the content or place your cursor where you’dlike to place the link. Click the link icon,. Select Link Type URL.
Full Answer
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.
What is the use of knowledge object 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.
How to migrate from Salesforce knowledge to Salesforce Lightning?
Improve article search with various features such as synonyms, promoted search terms, topics, Case keywords etc. 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.
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 do I link a knowledge article in Salesforce?
To add a link to a Knowledge article within Salesforce, use Smart Links....Required Editions and User PermissionsOpen a text file to construct the URL.Open the article that you want to create a link for.Add the static article URL to your external document or page.
How do I use Salesforce knowledge?
0:082:33How to Set Up Salesforce Knowledge - YouTubeYouTubeStart of suggested clipEnd of suggested clipStart by navigating to your service home page click on the gear icon in the top right hand corner.MoreStart by navigating to your service home page click on the gear icon in the top right hand corner. And pick service setup. Click view all in recommended setup. And scroll down to knowledge setup.
What is a smart link in Salesforce?
Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name.
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 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 manage knowledge articles in Salesforce?
Select Manage Salesforce Knowledge. 3. Click on App Permissions....You also need to make sure that the Tabs are visible as necessary:From Setup, enter Profiles in the Quick Find box, then select Profiles.Select a User profile.Click Edit.Set the visibility of the necessary tabs to Default On.Click Save.
How do I use Smart Links?
1:358:35How to Use Linkedin Sales Navigator Smart Links? (2021 Tutorial)YouTubeStart of suggested clipEnd of suggested clipSo if you want to use smart links make sure to upgrade your account. So basically what you need toMoreSo if you want to use smart links make sure to upgrade your account. So basically what you need to create a smart link is clicking on the smart thing tab here click on new smart links.
How do I create a Smart Link?
0:132:38How to create Music Smart Links / Fan Links for your music! - YouTubeYouTubeStart of suggested clipEnd of suggested clipFirst log in and navigate to the smart link section click the red plus icon to create a new link.MoreFirst log in and navigate to the smart link section click the red plus icon to create a new link. This is the smart link creation page here you'll need to enter some details about the release.
What are smart links?
A smart link is a powerful upgrade on regular, everyday links. There are several different kinds of smart links out there, but they're essentially all URLs that you can share, track, and customize according to your needs.
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 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 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.
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 add topics to articles?
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.
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).
1. Knowledge Basics for Salesforce Classic
Enable Knowledge: A prerequisite for accessing Knowledge is to assign a Knowledge User license to yourself. -> To activate Salesforce Knowledge, go to Setup, type Knowledge in the Quick Find box, and click Knowledge Settings. Next, confirm your want to enable Salesforce Knowledge by clicking Enable Knowledge.
2. Knowledge Basics for Lightning Experience
Lightning Knowledge has a new feature than the Classic model, which is version control. Each article will be assigned a Version number, and if you need to make changes to an already published piece, you modify it as a new version and then publish it as new.
3. Step by Step Guide for Knowledge Implementation
Configure Knowledge Settings: Under Knowledge, Knowledge Settings, Click Edit and enable Lightning Knowledge.
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.
What are Custom Links?
Administrators and users with the “Customize Application” permission can create custom links.
When creating a report for use in a custom link, what do you do?
When creating a report for use in a custom link, set date ranges and report options generically so that report results include a variety of data that can be useful for multiple users.
How many characters can a link label have?
The link label of a custom link cannot exceed 1,024 characters.
How to insert link parameters?
Insert the link parameters using the following syntax: “& { field input name }= desired field value .” For example, the following link sets the contract term to 12 months with a start date of today:
How to view contract edit page?
In your browser, view the source of the contract edit page. In Internet Explorer, select View | Source; in Mozilla Firefox, select View | Page Source.
Why run a report?
Run the report to verify that it contains the data you expect.
Can you merge fields in Salesforce?
You can add merge fields to a custom link to pass data from your Salesforce records, user information, or company information to another website or application.
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…