How to enable salesforce knowledge


Enable Knowledge

  • From Setup, type Knowledge into the Quick Find box.
  • Click Knowledge Settings.
  • Read the information on enabling Salesforce Knowledge in your org.
  • Check Yes, I understand the impact of enabling Salesforce Knowledge.
  • Click Enable Salesforce Knowledge.
Enable Knowledge Users
  1. At the top of any Salesforce page, click on your profile photo and then click Settings.
  2. Under My Personal Information, select Advanced User Details and click Edit.
  3. Select Knowledge User .
  4. Save your changes.


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

More items…

What are the uses of Salesforce knowledge articles?

  • Data categories are used to indicate which contact center and business unit authored the article.
  • Articles have drastically different types of content mixed together (e.g. FAQs, product manuals and install guides)
  • Agents are not consistently completing all article fields.

Is Salesforce knowledge right for You?

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.


How do I enable knowledge in Salesforce Classic?

The Knowledge User checkbox is in the second column of the User Detail section. 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.

How do I enable the knowledge object?

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.

How do I make my Salesforce Knowledge public?

In Object manager -> Knowledge -> Page layouts -> choose the layout you use and add a field “Visible in Public KB” and during the article creatiion, you have to check it and it’s done. Also, you can add a field “Visible to Customer” just for sure. So, your KB will be public without any issues. Have a nice day!

How do I use Salesforce knowledge?

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 enable Knowledge in Salesforce Sandbox?

From Salesforce Classic Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.If you’re new to Knowledge, enable Knowledge in Salesforce Classic by selecting Yes and clicking Enable Salesforce Knowledge.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge.Click Save.

How do I enable Knowledge sidebar in Salesforce lightning?

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.

Where is Salesforce knowledge accessed?

Required Editions. Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud. Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative.

How do I approve a knowledge article in Salesforce?

From Setup, enter Approval Processes in the Quick Find box, then select Approval Processes. Choose the Approval Process Wizard. Two wizards are available to help you through the approval setup process. Choose the one that meets your requirement the best.

How do I publish a knowledge article in Salesforce?

Click the App Launcher and select Knowledge. Click New….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 enable a solution in Salesforce?

From Setup, enter Solution Settings in the Quick Find box, then select Solution Settings. Click Edit. Select Enable Solution Browsing to turn on the ability to browse for and find solutions by category. This setting enables solution browsing on the Solutions tab, Customer Portal, and when solving a case.

What is Salesforce knowledge in Salesforce?

Salesforce Knowledge is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles.

Where are topics assigned in Salesforce?

Topics are assigned to articles in Content Management > Topics in the Salesforce community workspaces. There is also a setting to automatically assign topics based on certain data categories, which streamlines the tropic assignment of new articles and makes manual tagging more automated.

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).

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 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.

Why is it important to give feedback to your team?

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 Lifecycle is cyclical and stresses continuous improvements to content.

Can you edit articles 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. The main thing that gets tricky are the special Lightning Knowledge User Permissions that primarily focus on Publishing, Archiving, and Translating draft article versions. For a detailed breakdown of these permissions, Salesforce Help has a great table summarizing the permissions and their purposes.

How to access knowledge in Lightning?

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. Click Start. Ensure your name is selected as a Lightning Knowledge Author. Click Next, Next, then Finish.

What language do you need to pass the Knowledge Base?

Remember, you need to have selected English as the default language for the knowledge base in order to pass this step.


Leave a Comment