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). SOQL Samples
Table of Contents
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
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).
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 do I know what type of article I have in Salesforce?
Article Type Templates The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article.
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.
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.
How do I validate a knowledge article in Salesforce?
Validation status indicates the state of a knowledge article….Enable the Validation StatusFrom Setup. , select Setup.In the Quick Find box, enter Knowledge Settings .Click Knowledge Settings.Click Edit.Select Activate Validation Status field. In new Trailhead Playgrounds, this is automatically selected.
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 find the knowledge base in Salesforce?
12:0534:38Knowledge Base in Salesforce Lightning – YouTubeYouTubeStart of suggested clipEnd of suggested clipBox we need to publish them. So how to publish it will go back to knowledge tab either you can clickMoreBox we need to publish them. So how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge.
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.”
Where does the article summary appear?
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 you validate a knowledge article in Salesforce lightning?
Edit the Validation StatusFrom the App Launcher, find and select Service, then click Knowledge in the navigation bar.If no articles are listed, change the list view. Maria chooses All Articles. … Next to the article to edit, choose Edit as Draft.Select the new status from the Validation Status picklist.Click Save.
What details does a knowledge article hold?
Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.
How are knowledge articles set up?
Create Knowledge ArticlesFrom the main menu in the Service console, select Knowledge. … Click New.Choose the record type for the article. … Click Next.Enter the article title in the Title field. … Click in the URL name field. … Choose a Validation Status. … To show what the article is about, enter a summary.More items…
What is Salesforce Knowledge Base?
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. 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 …
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.
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.
Can you approve articles in Salesforce?
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.
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, retrieve, or search for articles across all types of articles depending on their version. You can update draft master articles. Also, you can delete articles that aren’t drafts.
SOQL and SOSL with KnowledgeArticleVersion
Filter on a single value of PublishStatus for best results. To find all versions of each article, omit the PublishStatus filter, but do filter on one or more primary key IDs. To retrieve all archived versions for a given article, specify a SOQL filter where IsLatestVersion is false.
Other Usage for SOQL and SOSL with KnowledgeArticleVersion
To expose the migrated_to_from_id on KnowledgeArticle and KnowledgeArticleVersion to the sObject API: expose MigratedToFromArticleVersion in KnowledgeArticleVersion.
Associated Objects
This object has the following associated objects. Unless noted, they are available in the same API version as this object.
Key Points – What You Need to Know
Content Management
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…
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
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See more on salesforceben.com
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…