Quick Answer: How Do I Create A Knowledge Article In Salesforce?

How do I create a knowledge base article in Salesforce?

Edit the Default Article TypeFrom Setup, type Knowledge into the Quick Find box.Click Knowledge Article Types.

Click Knowledge in the Label column.Click New in the Fields section.Select Text Area (Rich).Click Next.Name your new field ArticleBody .Click Next.More items….

How do you write a knowledge article?

8 Best Practices for Writing Effective Knowledge Base ArticlesDon’t make assumptions. … Use anchor links in lengthy articles. … Make the content easy to skim. … Make the content easy to read. … Organize your article logically. … Use links strategically. … Stick with simple article titles. … Use images to save time and create clarity.

What can you set up using the Lightning knowledge setup flow?

What can you set up using the Lightning Knowledge Setup Flow? Where does the article summary appear? settings, ten in the Quick Find box, enter Knowledge Settings and select Knowledge Settings. to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories.

How much does Salesforce knowledge cost?

Salesforce Knowledge Pricing Plans: The read only version is included in the Lightning Professional plan ($75/user/month) and Lightning Enterprise plan ($150/user/month) but will entail additional costs if you opt for the read/write version of Knowledge on those two plans.

What makes a good knowledge base article?

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

How do you create an article?


How do I access knowledge articles in Salesforce?

This is how you’ll enable Knowledge Articles for a Guest User:Go to your Setup | Sites. … Click on the Public Access Settings Button, there you will see the profile of the guest user. … Click on view users and you’ll be directed to page with the guest user. … Search for Permission Set and click Edit Assignments.More items…

What are the two features of knowledge?

Several characteristics of knowledge have been described:Knowledge is contextual and it can be re-used.Benefits of knowledge obtained only if it is applied.The values of knowledge may change over time.Knowledge has to be renewed or maintained.It can be difficult to transfer, capture and distribute knowledge.More items…

What is Article type in Salesforce?

000339395. 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.

How do you display knowledge articles in community?

Now set these topics as featured on your community.Select Featured Topics.Click in the Select a topic box and select Customer Support.Click + Add.Click in the Select a topic box and select Social Groups.Click + Add.Click in the Select a topic box and select New Products.Click + Add.Click Save.

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. … Note Enabling Lightning Knowledge changes your org’s data model to use record types rather than article types.

What is the capability of Salesforce knowledge?

Knowledge allows an organization to share articles with partner portal users. Knowledge uses data categories and roles to make articles visible to specific users.

What are the two features of knowledge in Salesforce?

Marziya. 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.

What is the difference between Salesforce Knowledge and solutions?

Unlike Solutions, Knowledge leverages the Chatter feed and a publishing approval process for enhanced team collaboration. Knowledge Articles support rich text format like a Word document, while Solutions don’t. That means no bolding or italicizing; just paragraph breaks between plain texts.

How do I export a Salesforce Knowledge article?

Step-By-Step Procedure:Log in Salesforce Production Org.Choose Production and provide salesforce login credentials.Export articles based on the filter provided by the app.Export in Salesforce Article importer format.Once done, mail will be sent to the exported user. Download from the mail.

What is knowledge user in Salesforce?

The Knowledge User license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) articles. At first, you might only need to give the Knowledge User license to one user to create articles because all your internal uses can read articles without the special license.

How do you structure knowledge?

Here’s the basic process of building a knowledge base:Decide on the core elements of your knowledge base.Choose your knowledge base content.Agree on the structure of your knowledge base articles.Write your knowledge base articles.Add visuals to your content.Publish your knowledge base.Analyze and improve your articles.

How are knowledge articles used in Salesforce?

Knowledge articles can be used to display for customer self-service and to resolve customer cases . Salesforce knowledge allows agents to create articles from a case.

What is a knowledge article?

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 does a knowledge base improve productivity?

People can share information quickly, avoiding double tasks and minimising communication errors. As it facilitates communication and collaboration, a knowledge base maintains workflows and increases efficiency. Employees work better, deal with less stress, and stay happy!

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.