Salesforce Knowledge management capability provides the ability to solve multiple queries or incidents by providing the knowledge base by using articles. This can be utilized by the Support users, agents, external customers, internal employees to find the related solution for the query or problems. Also, the guest users can utilize the public knowledge base through Community Sites. Therefore, it’s a must to maintain the knowledge base.
Some of the key terms on Knowledge management are defined as follows
- Data Category: The article visibility can be controlled through Data Category. It allows mapping the Role/Profiles to the Data Category. Users who have access to the Data Category can view all of the articles in that category. We can also map the Role/Profiles to the article, which controls the visibility accordingly, as well
- Ratings: It allows the users to rate the content of the article. In classic models, it allows to rate from number 1-5, and in Lightning knowledge, it allows for thumbs up and down, which in turn allows for voting options.
- Article Type: Every article is associated with the Article Type. Hence creating an article is mapped with the Data Category and Article Type.
In this blog, we will learn:
- Knowledge Basics for Salesforce Classic
- Knowledge Basics for Lightning Experience
- Step by Step Guide for Knowledge Implementation
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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. It will allow working on new content without impacting the published version to the end-users
Lightning Knowledge allows for editing the version of the article, and it displays the status of the article, with different versioning’s, and can be tracked with the Versioning numbers.
- Channels to share the Articles - Once the articles are published, different audiences that the article can be shared with is as follows:
- Internal: This is for internal users only. The Contents that can be shared are company policies, onboards etc.
- Partner: This is for Partner Community users. The Contents that can be shared are sales process guidelines, tips, and tricks for selling.
- Customer: This is the most popular channel, and this is for Customer Community Users. The Contents that can be shared are customer-facing FAQs, troubleshooting articles.
- Public: This is for guest users or public users (unauthenticated users). The Contents that can be shared are self-help for the customers.
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3. Step by Step Guide for Knowledge Implementation
- Configure Knowledge Settings: Under Knowledge, Knowledge Settings, Click Edit and enable Lightning Knowledge.
- Create Data Categories: From Data Categories, select Data Category setup, enter Group Name, and click save.
- Create & Publish Knowledge Articles: Lightning Knowledge allows for editing the version of the article, and it displays the status of the article, with different versioning’s, and can be tracked with the Versioning numbers.
- Grant Users Access to Knowledge Articles: Under Setup Profiles, click on Profile and provide access to Knowledge Object; when they navigate to Knowledge, they should see the Published Article.