Knowledge users are set up in Salesforce and can be used to help with certain tasks or projects. In the second column of the User Detail section, there is a Knowledge User tick. Enter Knowledge in the Quick Find box in Setup to activate Salesforce Knowledge, then click Knowledge Settings.
Table of Contents
What is Salesforce knowledge and how to get it?
Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud and is available for an additonal cost in other editions It is based on Knowledge-Centered Service (KCS) methodology. It is KCS v6 verified.
What are knowledge management permissions in Salesforce?
Salesforce Knowledge management permissions allow you to control access and give rights to employees in your company. All internal users by default get the ‘Read’ permission to the published articles. You can assign permissions to those authors who will publish, archive, delete, and manage articles.
How to migrate from Salesforce knowledge to Salesforce Lightning?
Improve article search with various features such as synonyms, promoted search terms, topics, Case keywords etc. Lastly, if you have been using Knowledge for a while in Salesforce Classic then you can use Lightning Knowledge Migration Tool to convert your Classic Knowledge articles into Lightning.
What are allow ratings in Salesforce knowledge?
In a Salesforce community, the Allow Ratings is a setting on the Article Content component for the Article Detail page, which respects your community theme colors. 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.
Can internal users read knowledge articles?
Create and manage a knowledge base with your company information, and securely share it when and where it’s needed. By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions.
Can you import knowledge articles into Salesforce?
Once you have implemented Salesforce Knowledge, you may also want to import articles rather than creating it manually in Salesforce. Importing knowledge articles is not as staightforward as importing records in standard/custom objects. But don’t worry.
Key Points – What You Need to Know
Content Management
- The Knowledge Lifecycle and Versioning
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 Lifecycleis cyclical and stresses continuous improvements to c…
Channels
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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.
Approval Processes
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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…
Topics
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See more on salesforceben.com
Case Deflection
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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…
Using Apex with Knowledge
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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 …
Keep Learning!
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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…