How to set up knowledge base in salesforce

Create Knowledge Articles.

• From the main menu in the Service console, select Knowledge. If you need to get to the console, select it from the App Launcher.
• Click New.
• Choose the record type for the article. Ada chooses FAQ.
• Click Next.
• Enter the article title in the Title field. Ada enters How much will I save if I install a solar hot water heater?
• Click in the URL name field. Knowledge generates a URL based on the article title. You can change it, but Ada opts not to.
• Choose a Validation Status. Ada chooses Work in Progress.
• To show what the article is about, enter a summary. The summary appears in the search results. Ada enters Solar hot water heater savings calculations.

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Answer

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 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 enable knowledge base in Salesforce?

Required Editions and User Permissions. Make sure you’re a Knowledge User. From Setup, in the Quick Find box, enter Knowledge , and then select Knowledge Settings. Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and click OK in the dialog box.

How do I enable knowledge 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 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 customize my Salesforce knowledge?

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 you develop a knowledge base?

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…•

How do you deploy knowledge in Salesforce?

In salesforce setup, Search and open Import article wizard….Choose Production and provide salesforce login credentials.Export articles based on the filter provided by the app.Export in Salesforce Article importer format.Once done, mail will be sent to the exported user. Download from the mail.

What is knowledgebase in Salesforce?

Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.

What is the purpose of 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 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

What are the two features of Knowledge in Salesforce?

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.

How do I create a new 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…

What can you set up using the Lightning Knowledge setup flow?

Tip Data Category Groups help you classify and find articles. You can use data categories to control access to a set of articles, questions or ideas. We also turn on several things in the background during the setup flow. We enable Lightning Knowledge during the flow, which can’t be undone.

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.

How to create a knowledge base that empowers customers?

The key to creating a simple knowledge base that empowers customers? Forethought and planning. Build systems that improve core user experiences, use data to prioritise your most impactful decisions, and ensure that your knowledge base grows with your organisation. Keep things simple, and tackle real challenges for your customers.

How does knowledge base help a business?

Done right, a knowledge base can do wonders for your business. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, …

What is MVP in knowledge base?

The concept of an MVP is one you should apply to your knowledge base as well. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. Focus on building out the knowledge base that tackles the needs …

What happens if you don’t have the right infrastructure?

Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. How do you keep everything in control?

How to create a knowledge base?

Step 1: Conduct Thorough, Cross-Functional Research. A knowledge base requires rigorous structure and planning. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Content hubs are deceptively complex to create.

Why is content planning important?

To the best extent possible, you’ll want to define the following: How content is grouped. To better organise your content and make it more accessible on your website. How individual content pieces relate to each other. For internal linking purposes.

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 public channel?

The Public channel is how you expose and share knowledge content with public (guest) users. This content can be shared on a public community page or site and is accessible to unauthenticated users. There are also Salesforce AppExchange Apps that let you expose public knowledge articles on non-Salesforce pages. Like with the Customer Channel, it can be a great way to empower customers to self-help and can assist with case deflection. For example, Internet Creations implemented a customized public knowledge base for Solarwinds MSP (formerly LOGICnow) which resulted in over 1000 cases deflected in a single month. You can also publish product announcements and marketing content to share with readers who may not be a customer yet.

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 …

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 Apex class?

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 development improvements.

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 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.

What Is Salesforce Experience Cloud, And How Can It Help You?

An organization disseminates descriptive content about its goods, non-physical products, and public relations through different channels.

Why Creating An Efficient Community Knowledge Base Is Important

An efficient, informational base helps members of an organization with their prospects to get maximum data within a short time.

How Can Advanced Communities Knowledge Base App Help You?

A knowledge directory is crucial for the progressive community in any institution. The Salesforce knowledge management tool by Advanced Communities helps the institution’s administration track the team’s preferences before availing of required services.

What Are The Key Features Of The AC Knowledge Management App?

The primary function entails passing information to the team and fostering interaction between its members. A good knowledge base should have these key attributes.

5 Best Practices For Building A Community Knowledge Base With Salesforce

For your Salesforce knowledge articles for community knowledge to be effective, stick to the following practices.

Wrapping Up

Salesforce knowledge management is essential for any organization to achieve smooth running and provide satisfactory services to its community.

1. 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. Next, confirm your want to enable Salesforce Knowledge by clicking Enable Knowledge.

2. Knowledge Basics for Lightning Experience

Lightning Knowledge has a new feature than the Classic model, which is version control. Each article will be assigned a Version number, and if you need to make changes to an already published piece, you modify it as a new version and then publish it as new.

3. Step by Step Guide for Knowledge Implementation

Configure Knowledge Settings: Under Knowledge, Knowledge Settings, Click Edit and enable Lightning Knowledge.

Key Points – What You Need to Know

Content Management

Channels

Approval Processes

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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