What are knowledge articles in salesforce


  • Articles Overview. Articles capture information about your company’s products and services that you want to make available in your knowledge base.
  • Working with Articles in the API. Articles are available through the KnowledgeArticleVersion and KnowledgeArticle objects in the API. They both represent an article but provide different capabilities.
  • Data Categories Overview. Users classify and find records. Administrators control access to records. Salesforce Knowledge uses data categories to classify articles and make them easier to find.
  • Working with Data Categories in the API. The following table lists API resources for working with data categories. Gives access to article categorization in Lightning Knowledge.

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.

Table of Contents

How to import knowledge articles in Salesforce?

In order to import Knowledge Articles you must have the “Manage Articles,” “Manage Knowledge Article Import/Export,” and “Manage Salesforce Knowledge” permissions shown below. You can find this under Profile > App Permissions > Knowledge Management.

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.

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.

What is a knowledge article?

: Knowledge articles are nothing but documents which can be useful to solve the repeated problems. If your call center agent is facing a similar problem on frequent basis he can create a knowledge article (A mere word document) and keep it for reference.


How are knowledge articles used?

Knowledge articles are articles that are written and maintained by Service Desk technicians and are a way of providing your staff and/or customers with a clear and common understanding of your services.

How do I write 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…

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.

What should be included in a knowledge 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…

What are article types in Salesforce?

Article Types are like Record Types for Salesforce Classic Knowledge. They are custom templates that can provide a different look-and-feel for the published article as well different types of information, visibility and edit rights. Default article types include FAQs, Offers, and How-To’s.

How are knowledge articles set up?

Create Knowledge ArticlesFrom the main menu in the Service console, select Knowledge. … Click New.Choose the record type for the article. … Click Next.Enter the article title in the Title field. … Click in the URL name field. … Choose a Validation Status. … To show what the article is about, enter a summary.More items…

What is the difference between Salesforce knowledge and solutions?

Knowledge allows for article segmentation and categorization with data categories. With Solutions, you can’t expose different Knowledge articles to your internal team than you do to your customers. Knowledge search and integration with cases is more advanced and leads to quicker case resolution.

How do I view 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.

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 you structure a knowledge base article?

Your checklist for writing a knowledge base article Structure the articles in an easily consumable format. Write the articles with the average user in mind. Add screenshots and videos especially when you explain something complex. Be detailed as well as specific to help all kinds of users.

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.

How do I manage Knowledge articles in Salesforce?

Select Manage Salesforce Knowledge. 3. Click on App Permissions….You also need to make sure that the Tabs are visible as necessary:From Setup, enter Profiles in the Quick Find box, then select Profiles.Select a User profile.Click Edit.Set the visibility of the necessary tabs to Default On.Click Save.

How do you assign an article to a data category?

Assigning Data Categories Go to “Setup” and look for the “Quick Find” box. Search for “Data Category Assignments” under the Articles zone. Click “Edit” then choose the categories you want to assign. Click “Save.”

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.

How do I update a Salesforce Knowledge article?

a. Open the Data Loader and click Update. b. Select Show all Salesforce objects and select the appropriate ArticleType__kav object where ArticleType is the article’s article type name for Classic Knowledge or Knowledge__kav for Lightning Knowledge.

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 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 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.

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.

Knowledge Articles (Salesforce Knowledge)

Salesforce Knowledge lets us create and manage our company information and securely share it when and where it is needed. Salesforce Knowledge base is built from knowledge articles, which are documents of information.

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Importing Knowledge articles into salesforce? (Detailed explanation with screen shots)

If you are working with salesforce service cloud you might come across a situation that you need to load knowledge articles to salesforce.

Here are five steps you can use to accomplish this

1. Create an HTML file: The HTML file will contain the content (Such as questions and answers) and the relative file path to any images you would like include in your Article.

Data Category visibility for users may be configured via the following key areas

The data category security model differs from most standard Salesforce security models. Normally you would begin with the most restrictive level of access at the base and then open up or grant access from there.

Knowledge and data category considerations

The user must be granted visibility in each category that classifies the article, or each category that classifies the article must be visible by default.

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.


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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