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.
Table of Contents
What is Salesforce knowledge?
What is Salesforce Knowledge ? Salesforce Knowledgeis one of the best feature provided by Salesforce.com to create, manage and securely share our company information when needed. In salesforce we built it from knowledge article where the Knowledge article provides the information about the product.
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 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.
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 Salesforce Knowledge Base?
What is the knowledge lifecycle?
What is Lightning Knowledge?
How are topics different from data categories?
Why add topics to articles?
Can you approve articles in Salesforce?
See more
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 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 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.
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 is Knowledge tab in Salesforce?
The Knowledge tab merges functionality of the old Articles tab and the Article Management tab and uses federated search to search all your resources at once. On the Knowledge tab, you can: Search all your Salesforce Knowledge articles and any of your external data sources, such as Microsoft® SharePoint®.
How does Salesforce Knowledge search work?
Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results. When searching articles from a case, by default, only the case title is used in the search.
What is article type in Salesforce?
Description. 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.
Who can publish a knowledge article?
Owners and Managers can publish articles for Knowledge Bases they don’t own / manage.
What is a knowledge Based article?
A knowledge base article is a piece of online documentation that answers a frequently asked question or provides instructions for solving a problem that customers commonly run into. Common knowledge base article types include informational articles, how-tos, troubleshooting guides, and FAQs.
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.
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 are two features of knowledge 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. Data Categories allow you to organize your article content in a hierarchical way.
Salesforce Knowledge – A Step By Step Guide to Getting Started
With Salesforce Knowledge, you can give your service agents, customers, partners and website visitors the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed.
How to Create a Simple Knowledge Base that Empowers Customers
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.
Set Up Salesforce Knowledge | Salesforce Trailhead
Set Up Salesforce Knowledge. Create, customize, and manage your knowledge base.
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.
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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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.
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.
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.