Import Articles is a tool provided by Salesforce which you can use to import articles to Salesforce Knowledge base. It’s a declarative, no-code, simple-to-use tool. Before you can import Knowledge Base, you must first create a.csv file, a.properties file, and then a zip file.
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What is Salesforce knowledge?
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.
How do I attach knowledge articles to cases in Salesforce mobile?
Drag Email (the one that is draggable) to the Salesforce Mobile and Lightning Experience Actions section. Next, enable Ada and her team to attach articles to their cases so as they’re working, the knowledge articles that correspond with each case are easily attached and accessible.
What are the different types of articles in Salesforce?
Different article types are kept as Record Types, like any other Salesforce object. For example, you may have an FAQ record type, a Troubleshooting record type, and a News record type for the different types of content you want to organize.
How do I compare article versions in Salesforce?
Salesforce also provides a convenient way to compare article versions with the Article Version Comparison component (in Beta as of the Spring ‘20 release). Once you have your articles published, you have several channels to share them with.
How do I link Knowledge articles in Salesforce?
You can embed an article link in external sites and documents to provide your users with access to the latest version. Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor.
Can you deploy Knowledge articles Salesforce?
Knowledge articles can be exported from Salesforce as a package zip file which includes property file, csv, and folder of html files including attachments from production using an Salesforce third party app “Heroku”. This procedure doesn’t need any installation.
What are the uses of Salesforce Knowledge articles?
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.
What is article type in Salesforce Knowledge?
Article Types are like Record Types for Salesforce Classic Knowledge. They are custom templates that can provide a different look-and-feel for the published article as well different types of information, visibility and edit rights. Default article types include FAQs, Offers, and How-To’s.
When using knowledge when can articles be created?
Knowledge can be created directly in the knowledge base or from an incident. There are two points in time when knowledge is created: When a solution to the question or issue a customer is having does not exist in the knowledge base, and you have resolved their issue.
How do you deploy knowledge articles?
To deploy Knowledge article data:The data loader (data deployment) feature in Gearset needs to have been purchased and enabled by your team owner.The Knowledge object metadata type needs to exist on both the source and target.The user running the deployment needs to have permission to access the Knowledge objects.More items…
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.
Is Salesforce knowledge a CMS?
Salesforce Content Management is a hybrid CMS, meaning it has a user-friendly front-end to help marketers create content and extend it to any Salesforce touchpoint – such as a commerce site, marketing email, or experience portal.
What are two capabilities of knowledge in Salesforce?
You can use Knowledge in both Salesforce Classic and Lightning Experience. Orgs new to Knowledge use Lightning Knowledge, which is generally available. If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge.
How do I view knowledge articles in Salesforce?
To switch to the Knowledge One and the Knowledge tab, have your administrator add the Knowledge One permission to your profile or permission set. If the search bar is in the left-side panel of the page you are using the Articles tab. The Articles tab presents a list of your Salesforce Knowledge published articles.
How do I add a topic to a knowledge article in Salesforce?
Required Editions and User Permissions Click an article, and then type to assign topics. Choose a suggested topic or type a new one. Type a comma (,) after your new topic to add it to the article. You can click existing topics to remove them.
How do I assign a category to a knowledge article in Salesforce?
Assigning Data Categories Go to “Setup” and look for the “Quick Find” box. Search for “Data Category Assignments” under the Articles zone. Click “Edit” then choose the categories you want to assign. Click “Save.”
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.
Can you see articles while viewing case information?
This will allow you to see Knowledge article information while still viewing the case information. You will see suggested articles based on the case information. After reviewing, attach the article to the relevant open case.
Does Ada want to attach articles to cases?
Ada wants to not only attach articles to cases—she’d like to email articles as well. Emailing articles is an easy way to guarantee that customers see the information they need without having to access a community, for example.
How many versions of Salesforce Knowledge are there?
Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each ofthese versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the numberof articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles.
What is target in Salesforce?
The target corresponds to the link’s target attribute in the source HTML. This target determineshow links open in Salesforce Classic and outside Salesforce, like in your Salesforce and ExperienceCloud sites.
What is smart link?
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 onthe article channel, version, and URL name.
Why is it important to have a robust knowledge base?
With a robust knowledge base, customersreceive service faster or even solve their own issues.
What is sharing for Lightning Knowledge?
Sharing for Lightning Knowledge lets you take advantage of the features you already know, such as organization-wide defaults,access by owner role hierarchies, and criteria-based rules. When you make the switch to sharing for Lightning Knowledge, you canmanage article access based on fields within the article instead of data categories.
Can agents share articles in Salesforce?
Agents can insert links to articles from a Salesforce Site or Experience Cloud sites into the case feed .In Lightning Experience, your agents can share article URLs in email, social posts, and chat andmessaging conversations. In Salesforce Classic, your team can send article URLs in the email, social,and Experience Cloud publishers.
Who owns the master article?
The user who creates a knowledge article is the owner of the master article and, by default, all versions. The user who submits anarticle for translation is the owner of the translation version. When your knowledge base contains translations, make sure that yoursharing settings provide translators with access to translations and master-language article versions. For example, if the sharing fora master-language article is set to Private, it can prevent translators from accessing the master-language articles.
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
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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
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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
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Case Deflection
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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
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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!
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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…
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Introduction
Enable Validation Status For Articles
Create A Validation Status
Create and Publish An Article
Validate and Publish The Article
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To fully test the process, sign in as Ada, and validate and publish the article you just created. 1. Click the Setup gear and select Service Setup. 2. Enter Users in the Quick find box and select Users. 3. Next to Ada Balewa, click Login. 4. Ensure you are viewing the Service App, and click the KnowledgeTab. 5. From the list view dropdown at the to…
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