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.
- 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.
Table of Contents
How to set up Salesforce knowledge?
Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal, part
How to be successful with Salesforce?
- Analyze what the needs of the users are, then design, test, and develop software that meets those needs
- Design Salesforce solutions and create effective project plans. …
- Suggest new software upgrades for the customers’ existing apps, programs, and systems
What is so unique about Salesforce?
- If you have the budget to pay for the subscription, you are ready to use Salesforce. Why? …
- You can use Salesforce with 1, 10, 100 or 10,000 Employees. It’s completely up to you! Salesforce certainly does not impose any minimum user count.
- Salesforce integrates with some amazing software such as Yesware (The implementation took us around 5 minutes).
How to enable Salesforce Lightning knowledge?
How do I enable lightning knowledge in Salesforce?
- From Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
- If you’re new to Knowledge, enable Knowledge by selecting Yes and clicking Enable Salesforce Knowledge.
- Click OK to continue.
- On the Knowledge Settings page, click Edit.
- Select Enable Lightning Knowledge.
- Click Save.
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 use Salesforce knowledge base?
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.
How do I access 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.
Where is knowledge in Salesforce lightning?
Lightning Knowledge Author To access Knowledge, you need permissions on your user record. From Service Setup, click the Home tab. Click View All and then search for and select Knowledge Setup.
How do I enable knowledge articles?
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.
What is knowledge base permissions in Salesforce?
User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles….Required Editions and User Permissions.User Permissions NeededTo assign Knowledge permissions:Customize Application AND Manage Salesforce Knowledge1 more row
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.
What access does a user need to be able to import articles to a knowledge base?
-Knowledge> Articles> Import Articles. What access does a user need to be able to import articles to a knowledge base? -Can contribute.
What is the purpose of knowledge base?
Knowledge articles appear based on matching words typed into a case’s Subject .From the object management settings for cases, go to Page Layouts.Click Edit next to a page layout.Click Layout Properties.Check Knowledge Sidebar , and click OK.Click Save.Turn On Knowledge for a Salesforce Console in Salesforce Classichttps://help.salesforce.com › apex › HTViewHelpDochttps://help.salesforce.com › apex › HTViewHelpDocSearch for: How do I enable knowledge sidebar in Salesforce lightning?
How do I create a KB in Salesforce?
How To Create a Knowledge BaseIdentify the Purpose / Need of your Knowledge Base. … Define the Core Elements Of Your Knowledge Base. … Prepare Your Knowledge Base Structure. … Prepare Content for Your Knowledge Base. … Organize Knowledge Base Content. … Write New Articles for Your Knowledge Base. … Optimize Your Knowledge Base For SEO.More items…•Jan 24, 2022How to Create a Knowledge Base in 9 Easy Steps – Document360https://document360.com › blog › create-a-knowledge-basehttps://document360.com › blog › create-a-knowledge-baseSearch for: How do you develop a knowledge base?
How do you set up knowledge?
For more information, contact your Salesforce representative. 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.Knowledge Settings – Salesforce Helphttps://help.salesforce.com › articleViewhttps://help.salesforce.com › articleViewSearch for: How do I deploy knowledge settings in Salesforce?
What are two features of knowledge Salesforce?
What is a knowledge base? A knowledge base is a published collection of documentation that includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. It’s designed to make it easy for people to find solutions to their problems without having to ask for help.
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 …
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.
Assign the Permission Set to Ada Balewa
Now that you’ve created the Knowledge Manager permission set, assign it to Ada so she is able to access and manage Knowledge articles easily.
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.
Count and Assign Licenses
Maria gets ready to purchase licenses for Lightning Knowledge. First, she has to figure out who needs them. Everyone including the office dog, Sunny? She researches further. It looks like Sunny and most of the agents don’t need licenses right away, because they read articles. They don’t create them.
Enable Knowledge
Maria needs to enable Knowledge for Ursa Major so she and Ada can start turning their plans into reality. She knows that once Knowledge is enabled, she can’t turn it off later. She gets to work.
Go with the Flow
Maria discovers that she can use the Knowledge Setup Flow to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. She wishes she’d found out about this easy time-saving tool before she enabled Knowledge and assigned a license to Ada.
Create Articles
Everything is set up and Ada’s ready to create her first article, a question from her FAQ. It’s the first of many, and she wants to make sure that she gets it right. Let’s follow Ada as she creates her first article.
Gather the Right Information for Knowledge
Maria realizes the importance of making a plan. Ursa Major is already pretty far along the path of excellent customer support using Service Cloud. Its cases are structured so agents know where to go next to close cases fast. But she and Ada still have a lot to figure out.
Organize Information for Knowledge
Maria has a great deal of information, but not all of it is relevant to every support agent. She must figure out a logical way to organize it. The first step is to organize the information into data groups.
Determine Who Does What for Knowledge
Maria determines what to do to allow internal users to view articles. Good news! All internal users can view knowledge articles by default. So, Maria doesn’t have to do anything to make that happen.
Quiz
1 What should you do to ensure that the best articles are suggested as agents solve cases?
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
-
See more on salesforceben.com
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…