What is salesforce knowledge


Main features of Salesforce Knowledge are:

  • Content lifecycle management
  • APIs
  • Publication & translation approval
  • Knowledge One widget
  • Article rating system
  • Data categories for specific audience
  • Customization
  • Knowledge article tagging
  • Integration
  • Custom review

More items…

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.


Table of Contents

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

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The Top 7 Benefits of Salesforce

  1. Better Time Management. Time management is a huge benefit of Salesforce and one of the best ways to allow a business to grow and thrive.
  2. Ultimate Accessibility. Since Salesforce is cloud software, it’s accessible anywhere and everywhere you have access to the Internet.
  3. Increased Revenue. …
  4. Greater Customer Satisfaction. …
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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

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What are the features of Salesforce knowledge?

Main features of Salesforce Knowledge are:Content lifecycle management.APIs.Publication & translation approval.Knowledge One widget.Article rating system.Data categories for specific audience.Customization.Knowledge article tagging.More items…

What is a Salesforce knowledge user?

Tip Lightning Knowledge uses user profile permissions or permissions sets to give agents access to authoring actions. In contrast, Knowledge in Salesforce Classic uses public groups and article actions. Some licenses, like the Knowledge Only User license, require the AllowViewKnowledge permission on the user’s profile.

What is Salesforce lightning knowledge?

Lightning Knowledge gives you a high-powered yet streamlined way to manage your knowledge base. With Lightning Knowledge, you get the benefits of standard objects that work like other objects in Salesforce.

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 a Knowledge user?

At CIHR, a knowledge user is defined as an individual who is likely to be able to use research results to make informed decisions about health policies, programs and/or practices.

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.

What can you do with Salesforce knowledge?

Give your website visitors, clients, partners, and service agents 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 do I use Salesforce knowledge base?

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 load Salesforce knowledge?

Upload your . zip file:Log in to Salesforce, go to Setup -> Data Management -> Import Articles.Select the appropriate Article Type.Click Browse to select the . zip file and click OK.Click Import Now.

Is Salesforce a knowledge management system?

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.

Is Knowledge available in Sales Cloud?

Required Editions. Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud.

What is the programming language used in Salesforce?

ApexApex: Salesforce’s proprietary programming language with Java-like syntax. Visualforce: A markup language that lets you create custom Salesforce pages with code that looks a lot like HTML, and optionally can use a powerful combination of Apex and JavaScript.

What does the knowledge user checkbox do?

The Knowledge User is a feature license, so it’s on user basis. To set up the knowledge base for org, you will have to enable the knowledge base through setup. But to have User access to knowledge, you have to check the Knowledge User checkbox on user record.

Where can I find knowledge users in Salesforce?

Use Developer Console:Open the Developer Console.Click Query Editor.Copy and paste the following query: Select Name, ID from User where UserPermissionsKnowledgeUser=true.Click Execute button to execute the query.

What is Flow user in Salesforce?

The running user of a flow is the user that launched the flow. The running user determines what a flow that runs in user context can do with Salesforce data.

What is a service cloud user in Salesforce?

Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices.

Get the right answers to your agents and customers. Faster

Whether for customer self-service or to enable agents to find the right answer faster, Knowledge is one of the best ways to provide exceptional customer care.

Maximize agent productivity

With a cloud-based knowledge base embedded right into the console, agents can easily find, access, and deliver the right answers to customers. Sharing knowledge to any channel or device is only one click away. Better still, agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team.

Help customers help themselves

Extend your knowledge base to your service website, whether it’s a secure customer (or partner) portal, part of your public site, or integrated into a public customer community. And to ensure an effortless customer experience, knowledge is accessible from any mobile device.

Streamline your knowledge management process

Apply industry best practices and ensure the accuracy of articles with the first KCSv5 verified knowledge management and incident management solution.

Faster, smarter customer service starts with a free trial. (Yep, free.)

You can start delivering lightning-fast customer service in a few easy steps. Plus, access our Success Community to learn from other users, and more.

Deliver consistent answers

Help your customers get exactly what they need using a centralized knowledge base for all your agent and customer information. Use analytics to identify which knowledge articles are working, and to identify new articles that need to be created.

Maximize agent productivity

Quickly deliver the right answers to customers by adding your knowledge base to your agent workspace. Automatically suggest the best articles for every conversation, then make it easy for agents to preview and share them over any channel with one click.

Help customers help themselves, fast

Encourage customer self-service by embedding knowledge articles right into your website, portal, community, and native mobile app. Instantly answer customer questions by using chat bots — powered by artificial intelligence — to recommend articles.

Streamline your knowledge-management process

Apply industry best practices and ensure the accuracy of articles with our KCSv6 verified knowledge-management and incident-management solution.

Knowledge Base Software and Knowledge Management by Service Cloud

Whether for customer self-service or to enable agents to find the right answer faster, knowledge management is one of the best ways to provide excellent customer care. Help your customers help themselves with easy access to knowledge base articles, FAQ, and the collective wisdom of the community.

What are the benefits of Salesforce Knowledge?

The main benefits of Salesforce Knowledge are the capacity to create an internal knowledge base with ease, the self-service functionality, improved productivity and complete control over the content. Here are more details: Internal Knowledge Base.

Can a customer service agent share content with their knowledge base?

Since the cloud-based knowledge repository can be embedded right into a business’s system, customer service agents will be able to find the right answer to customer queries in a matter of seconds and deliver excellent assistance. Agents can also share content with their knowledge base.

Can agents share knowledge?

Agents can also share content with their knowledge base. Also, the platform lets you share knowledge with any device or channel with just one click. Knowledge Base Control and Customization Capability. With Salesforce Knowledge, you can set up custom publication, reviews, and translation approval.


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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