How can knowledge articles be used in salesforce


Salesforce Knowledge articles are used for documentation useful information about application process and usage. These articles can be categories using data categories and we can also set keywords for easy searching. To add search keyword for any knowledge articles, we can use Promoted Search Term 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.


What are Salesforce knowledge article use cases?

– Salesforce Stack Exchange what are salesforce knowledge article use cases? 1)Lets say you have call center app with agents working to resolve customer problems ,there may be already documentation based on previous solved cases and that would be help to solve the problems for cases on similar lines .

How to use Salesforce knowledge to improve customer support?

Salesforce Knowledge can ease a lot of the burden of your customer support. However, to make the most from your investments and use it optimally, there are a few best practices to follow: 1. Define Article Types Salesforce Knowledge allows you to define each article and categorize them for easy search.

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.

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 access Knowledge articles in Salesforce?

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…

What is Knowledge article object in Salesforce?

When you create knowledge articles, you create records with concrete Salesforce objects. These objects inherit from their abstract counterparts. By default, these concrete objects are named “Knowledge__ka” for knowledge articles and “Knowledge__kav” for knowledge article versions in Lightning Knowledge.

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.

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 share a knowledge article in Salesforce?

Salesforce Knowledge is available in Essentials and Unlimited Editions with Service Cloud….To use the Salesforce sharing model for Knowledge:From Setup, enter knowledge in the quick find box and select Knowledge Settings.Click Edit.Under Sharing Settings, select Use standard Salesforce sharing.Save your changes.More items…

What are two features of knowledge Salesforce?

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.

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 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.

What details does a knowledge article hold?

Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.

What is a knowledge object?

A knowledge object is a precise way to describe the subject matter content or knowledge to be taught. A knowledge object is a framework for identifying necessary knowledge components. A knowledge object. is a way to organize a data base (knowledge base) of content resources (text, audio, video, and graphics) so.

What is the case Article object Salesforce?

Usage. This object represents the association of a knowledge article with a Case. An article is associated with a case when it’s relevant to a specific issue, when it helps an agent solve the case, or when the agent sends the article to a customer.

What is __ Kav in Salesforce?

Knowledge__kav. Provides access to the concrete object that represents a Knowledge article version. This object is available in API version 39.0 and later. Note. By default, the prefix for this object name is Knowledge and that is the value shown in this reference.

What is case article in Salesforce?

Case Article – Represents the association between a Case and a KnowledgeArticle. This object is available in API version 20.0 and later. Read this –

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What is Salesforce Knowledge?

Salesforce Knowledge is a part of the Salesforce Service Cloud and helps businesses build a knowledge base or knowledge management system consisting of articles, FAQs, and other helpful information. It also allows customers to answer questions from other community members and benefit from collective wisdom. With Salesforce Knowledge content, you …

Why is Salesforce Knowledge important?

It is important to keep updating your articles. Salesforce Knowledge allows you to edit offline as well as live so you can go for both planned and unplanned updating of information.

Why use knowledge base?

Externally, you can use the knowledge base as a self-help portal for your customers to go learn more about your offerings and get information to troubleshoot issues they are experiencing. Internally, the knowledge base is useful in assisting your agents or field service executives to quickly resolve customer issues.

What is knowledge management permissions?

Salesforce Knowledge management permissions allow you to control access and give rights to employees in your company. All internal users by default get the ‘Read’ permission to the published articles. You can assign permissions to those authors who will publish, archive, delete, and manage articles.

How many customers find it difficult to even establish contact with the company?

According to a 2019 report by The Northridge Group, customers want an easy path to resolve their product and service issues and yet more than one-third of customers find it difficult to even establish contact with the company.

Why is it important to give feedback on articles?

Feedback is a great way to know how helpful your articles have been to the customers. This will help you create better quality and more helpful content. So, enable feedback on articles wherein readers can rate/vote on the articles, and monitor them regularly to assess the performance of your articles.

Is Salesforce Knowledge easy to use?

Companies that use Salesforce Knowledge have rated it high for user satisfaction and ease of use. It is easy to integrate if you’re already using Salesforce CRM, and you can centralize all your operations and data which further drives collaboration between various departments.


Key Points – What You Need to Know

Before we dive into the fun features of Lightning Knowledge, let’s knock out a few housekeeping items first that you’ll need to know.

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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…

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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.

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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…

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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…

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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 …

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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…

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