To let Field Service mobile app users view knowledge articles: Ensure you have Salesforce Knowledge set up in your org. Add the Articles related list to work order and work order line item page layouts. Viewing Articles in the App To view the Articles related list on a work order, tap Related in the work order carousel.
How do I find knowledge articles in a Salesforce console?
Find Knowledge Articles in a Salesforce Console in Salesforce Classic If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically appear when you select a case in a console. Required Editions and User Permissions
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 information is available in the knowledge in Salesforce Classic API?
This field is available in orgs using Knowledge in Salesforce Classic in API version 26.0 and later. The ID of the user who assigned the article. The ID of the user assigned to the article.
How is the type of article determined in Salesforce classic?
For Knowledge in Salesforce Classic, the type of article is determined by the ArticleType field and the concrete derived object uses the prefix of the article type name (for example, FAQ__kav for the FAQ article type).
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 download a knowledge article in Salesforce?
2 AnswersFrom Setup, click Data Management | Export Articles for Translation.Select the queue that contains the articles you're exporting.
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.
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 import a knowledge article into Salesforce?
Upload your . zip file:Log in to Salesforce, go to Setup -> Data Management -> Import Articles.Select the appropriate Article Type.Click Browse to select the . zip file and click OK.Click Import Now.
How do I clone a knowledge article in Salesforce?
Component offers cloning functionality for Knowledge Articles....Ensure knowledge and lightning knowledge are enabled for your org.Install unmanaged package.Update or create a lightning record page for your knowledge article.Drag the “Clone Knowledge Article” component anywhere on the page and save it!
How do I edit my knowledge article?
Editing Published Knowledge Articles As a fulfiller, you can edit a knowledge article by clicking the Edit button at the top of any article. You must be logged in to the fulfiller view of ServiceNow for this option to be available.
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.
What details does a knowledge article hold?
Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.
Where does the article summary appear in Salesforce?
Where does the article summary appear? settings, ten in the Quick Find box, enter Knowledge Settings and select Knowledge Settings. to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. In the Knowledge tab, click the article.
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.
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!)
How are topics different from data categories?
Topics are different from Data Categories in that they don’t drive article access in any way and they are not hierarchical. They are primarily used to organize information within a knowledge base in a community. Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces.
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.
What does articletype mean in Salesforce?
Indicates the API Name of the article type. The ArticleType is assigned to the article when it's created. You can't change the value of this field. This field is available in orgs using Knowledge in Salesforce Classic in API version 26.0 and later.
How to delete a Knowledge article in Lightning?
For Lightning Knowledge, to create, update, or delete a Knowledge article version, use the call on Knowledge__kav. For example, to delete, use Knowledge__kav.delete ().
Where are archived articles stored?
Archived article versions are stored in the Knowledge __kav object. To query archived article versions, specify the article Id and set IsLatestVersion='0'.
Is the original language of an article accessible?
The article's original language. Only accessible if your knowledge base supports multiple languages.
Is history available for tracked fields of the object?
History is available for tracked fields of the object.
How to improve an 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.
Do you have to activate validation status?
Before you can do anything with validation statuses, the validation status field must be activated. Make sure this is ready to go!
How to enable knowledge in Salesforce?
1. 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. If your org doesn't have an article type, a default article type is created.
How to manage Salesforce knowledge?
You can find the "Manage Salesforce Knowledge" one of two ways: 1 If you do not have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Scroll down to the Administrative Permissions section#N#Select Manage Salesforce Knowledge 2 If you have the "Enable Enhanced Profile User Interface" enabled#N#Click Setup | Manage Users | Profiles#N#Click on the Profile#N#Click on App Permissions#N#In the Knowledge Management section, select Manage Salesforce Knowledge "Knowledge User" - User Record Permission The "Knowledge User" permission is also required for all users who will be using Knowledge.
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…