How to create a knowledge article in salesforce lightning


Set Up Lightning Knowledge.

  • From Setup , choose Service Setup.
  • Select the Knowledge Setup tile.
  • Click Start.
  • Select a Lightning Knowledge author and click Next. Maria selects Maria Jimenez and Ada Balewa.
  • Maria skips entering the data category information. She’ll set that up later. Click Next.
  • Click Finish.
Lightning Knowledge Author
  1. From Service Setup, click the Home tab.
  2. Click View All and then search for and select Knowledge Setup.
  3. Click Start.
  4. Ensure your name is selected as a Lightning Knowledge Author.
  5. Click Next, Next, then Finish.


Table of Contents

What do you need to know about Salesforce Lightning?

Specifically, we think that:

  • You should be comfortable reading and writing JavaScript. …
  • It would be great if you know Apex. …
  • If you’re coming to Lightning components from Visualforce, be sure to add the Apply Visualforce Skills to Lightning Components trail to your task list. …

How to activate Salesforce Lightning?

Set the Default Interface to Lightning Experience

  • From Setup in Lightning Experience, enter Lightning in the Quick Find box, then select Lightning Experience Transition Assistant. …
  • Select the Roll Out phase.
  • Click Launch Lightning Experience to expand the stage.
  • Click Switch Users next to Make Lightning Experience the default interface. …
  • Click the + button next to the users you want to switch.

More items…

What are the benefits of Salesforce Lightning?

Salesforce Lightning vs Classic: The benefits of Lightning

  1. Enhanced customer engagement. There’s no denying that a significant number of Salesforce customers have been blown away by the look and accessibility of Lightning experience.
  2. A sleeker way of working. The new tools and features available on Lightning make Classic look somewhat outdated in comparison and trickier to stay connected with the rest of …
  3. Easy for Salesforce newbies to use. If you’re new to Salesforce, you shouldn’t bother familiarising yourself with Classic edition. …

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How to get ready for Salesforce Lightning?

Get Ready to Troubleshoot

  • Learning Objectives. Explain the benefits of working with unminified code. …
  • Lightning Web Components Have Unique JavaScript Challenges. …
  • Before You Begin. …
  • Follow Along with Trail Together. …
  • Set Up Your Troubleshooting Environment. …
  • Open DevTools. …
  • DevTools Menu. …
  • Change the Location of DevTools. …
  • Enable Custom Formatters. …
  • Use Ignore List. …

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How do I create 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 publish a knowledge article in Salesforce lightning?

Click the *Knowledge tab [1] at the top and change the list view to Draft Articles [2].Check the box next to all three article titles and then click Publish.Ensure Publish Now is selected.Click Publish.

How do I add a knowledge tab in Salesforce lightning?

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.

How do I upload a knowledge article in 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 you set up a knowledge article?

First, you have to enable topics for the Knowledge Object.Click the setup gear. and select Setup. Note: Ensure you select Setup and not Service Setup.Enter Topics for Objects in Quick Find, then select Topics for Objects.Under Object, select Knowledge.Click Enable Topics.Check Text and Title.Click Save.

What is knowledge article 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 find Salesforce Knowledge articles?

Required EditionsSelect Knowledge in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select Knowledge.Optionally, click Advanced Search at the bottom of the results list. … Enter your search terms, up to 100 characters. … To run the search, press Enter .

How do I create a knowledge base in Salesforce?

Set Up Knowledge with a Guided FlowFrom the Setup menu ( … To open the Lightning Knowledge Setup flow, click the Knowledge Setup tile.Click Start.In the search box, enter a Lightning Knowledge Author. … Select the author and click Next. … Enter your data group and data categories and click Next. … Click Finish.

How do I import a zip file into Salesforce?

Required User PermissionsCreate a . zip file containing: … From Setup, enter Import Articles in the Quick Find box, then select Import Articles.Then: In Lightning Knowledge, select Knowledge Base from the dropdown. … To select the . … If your import contains translations, select Contains translations?. … Click Import Now.

Who can use Data Loader Salesforce?

Admins, developers, and consultants can use a data loader to insert and mass delete for 50,000+ files in minutes. There are many third-party data loading apps on Salesforce AppExchange, in addition to the de facto Salesforce Data Loader.

What are two capabilities of Knowledge?

Thus the two primary means of developing knowledge capabilities are technology, and human skills and behaviours.

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.

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.

What is the default FAQ page layout?

A default FAQ page layout and record type is auto-enabled in the setup flow. The page layout determines how the articles aredisplayed. By doing this step, you are associating the page layout and record types. After completing the flow, you can go to theObject Manager to create or modify your page layouts.

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 Lightning App Builder?

Use the Lightning App Builder to configure the default record page to match your users’ workflow. Your Lightning page consists ofarticle page layouts and the components you choose for your users.

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.

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 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.

Add Procedure Articles to Knowledge

Ursa Major is a Southwest-based supplier of solar components and systems. Its Salesforce admin is Maria Jimenez. Recently, she set up Salesforce Lightning Knowledge so customers, partners, and support agents can use knowledge articles to solve problems.

Define the Procedure Page Layout

Maria and Ada meet to go over what to include on the page layouts. They did this once before when they created the FAQs.

Ready to Get Hands-on with Lightning Knowledge?

Create a Trailhead Playground now to follow along and try out the steps in this module. Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes for Salesforce to create your Trailhead Playground.

Set Up Lightning Knowledge

Before you can work in Lightning Knowledge, you must set it up. After you enable Knowledge, you can’t disable it.
Here are the steps Maria took to enable Knowledge in her org.

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.

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.


Use this object to query or retrieve articles. KnowledgeArticle can be used in a SOQL clause, but doesn’t provide access to the fields from the article. Provides read-only access to an article and the ability to delete the master article.

Usage for SOQL with KnowledgeArticle

To expose the migrated_to_from_id column on KnowledgeArticle and KnowledgeArticleVersion to the sObject API: expose MigratedToFromArticle in KnowledgeArticle.

What is a knowledge base?

A comprehensive knowledge base empowers customers to find the information they need quickly. It may include frequently asked questions (FAQs), user forums, a glossary, troubleshooting, how-tos, articles, case studies, and even cover common issues and offer step-by-step guidance. And since customers help themselves, agents are able to devote their time to more complex issues rather than repeat issues.

Why is knowledge base important for self service?

Building a knowledge base for customer self-service is a smart investment. Besides satisfying customers and ramping up efficiencies for your company , your knowledge base also attracts new visitors to your site. Impress them with your content to build relationships and revenue.


Key Points – What You Need to Know

Content Management


  • 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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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…

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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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Follow Along with Trail Together


Enable Validation Status For Articles

Create A Validation Status

Create and Publish An Article

Validate and Publish The Article

  • 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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Update The Article


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