How to create a knowledge article in salesforce


Create an Article

  • Click the Knowledge tab.
  • Click Create Article.
  • Select the Knowledge article type.
  • Create a title for your article, such as “Our company address.”
  • Write a description, this goes under the title in the search results.
  • Put your company address in the rich text area field you created in the last unit. …
  • Click Save.
Create Article Types
  1. From Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.
  2. Click New Article Type or edit an existing article type.
  3. Enter the information for the following fields: …
  4. Click Save.
  5. In the Fields section of the Article Type definition, click New.


Table of Contents

How do I edit an article in Salesforce knowledge?

Once you are in SalesforceClassic, click the + sign to open up a list of all of the available links and choose Knowledge. Once you are in Knowledge, click on an articletitle and then choose Edit.

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 build a knowledge article?

To build a knowledge article you need to select which fields you wish to have on the page, text, number, rich text etc. Article Types allow you to create different layouts to create different types of articles, for example a Question & Answer layout, How to Guide or a visual guide using rich text fields.

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.

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How do I create a knowledge article in Salesforce lightning?

Lightning Knowledge AuthorFrom Service Setup, click the Home tab.Click View All and then search for and select Knowledge Setup.Click Start.Ensure your name is selected as a Lightning Knowledge Author.Click Next, Next, then Finish.

How do I create a knowledge article in Salesforce Classic?

To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge. If your org doesn’t have an article type, a default article type is created.

How do you create a knowledge base article?

9 Simple Hacks to Write Better Knowledge Base ArticlesAsk the right questions. This first step will prime your article for success. … Pick one idea per article. … Talk with subject matter experts. … Use headers to break up your content. … Focus on your intro. … Kill the curse of knowledge. … Add images. … Add videos.More items…

How do I add a knowledge article to a Salesforce community?

Add Knowledge to the Site Using TopicsClick the setup gear. … Enter All Sites in Quick Find, then select All Sites.Next to Category 1 Biking, click Workspaces.Select the Content Management tile.Click Topics.Select Navigational Topics.In Enter a navigational topic, enter Customer Support and click + Add.More items…

What is a knowledge article in Salesforce?

Knowledge Articles (Salesforce Knowledge) 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. Experienced service agents and internal writers write the articles.

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 you write KB?

8 best practices for writing effective knowledge base articlesDon’t make assumptions. … Use anchor links in lengthy articles. … Make the content easy to skim. … Make things easy to read. … Organize your knowledge base article logically. … Use links strategically. … Stick with simple article titles.More items…•

Which is the best way to create and maintain the knowledge articles?

Establish standards for authoring quality knowledge base contentDevelop a template for your articles. … Keep articles, short if possible, and divide content into sections. … Use clear, action-based titles. … Use bullets and numbered lists. … Define terms and jargon. … Link articles to show relationships.

What is a KB article?

Simply put, a knowledge base article features a set of information about a product as a user guide or to solve common problems. Although technically an ‘article’ it doesn’t always have to be written. Some companies use videos, images, infographics and animations to get their point across.

How do I add a topic to Knowledge 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.

Where can I find Knowledge articles in Salesforce?

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 enable Knowledge in Salesforce?

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 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!)

What is internal channel?

The internal channel is for internal users only. This is for content that your internal user base needs access to, such as company policies, onboards, internal Salesforce process documentation, etc.

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.

What is knowledge base?

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 to solve their own queries, which leads to case deflection (and as a result, hiring less service agents, and increasing customer satisfaction).

Why is the customer channel important?

Along with Public, the Customer channel is one of the most popular channels because it is critical for customer self-service and case deflection. The customer channel shares content with users on a customer community license within a Customer Community. It’s great for customer-facing FAQ, troubleshooting articles, and step-by-step guides.

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.

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.

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.

How to find out what service-related terms come up frequently?

Consult your customer service agents to understand the questions and issues they encounter the most. Check your keyword search volume to see what service-related terms come up frequently, such as “return policy” or “shipping options.” Review all digital channels, social media, and other feedback areas to ensure you see the full breadth of customer concerns.

How to set up a taxonomy for a business?

As you plan your content, take the following steps: Organize the content into groupings, such as the most popular topics. Link pieces that are related or offer additional relevant information. Determine how your content will grow or change over time.

Can you expand on your early research?

You can expand on your early research to analyze and synthesize your content into your knowledge base.

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.

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Follow Along with Trail Together

Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series. (This clip starts at the 40:26 minute mark, in case you want to rewind and watch the beginning of the step again.)

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  • By going through the process of creating a Knowledge article yourself, you ensure that Ada is set up for success as she creates and manages her own articles.Create a Knowledge article using the foundation you’ve set up from the previous steps in this project. Then after you publish it, update the article, creating a new version.

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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! 1. If you’ve navigated away, click the Setup gear and select Service Setup. 2. Enter Knowledge Settings in the Quick Find box and select Knowledge Settings. 3. Ensure Activate Validation Status Fieldis enabled. (It should already be selected.)

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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. 1. Enter Validation Statuses in the Quick Find box and select Validation Statuses. 2. Click New. 3. In the textbox, enter Work in Progress. 4. Select the Record Types that use this val…

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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. 1. Click the App Launcher and select Service. 2. Click the Knowledgetab. 3. Click New…

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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. 1. From the Service app, click the Knowledge Tab. 2. From the dropdown, select the Publi…

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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…

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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 …

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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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