Contents
How do I create a knowledge article in Salesforce lightning?
Enable and Configure Lightning Knowledge
- From 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.
How do you use lightning knowledge?
Use Your Lightning Knowledge Base Search articles, author and manage articles, use the Knowledge component in the Lightning Service Console, and create Knowledge reports. Import External Content into Salesforce Knowledge You can import your existing external articles or information database into Salesforce Knowledge.
Can you enable Lightning knowledge in Salesforce classic?
If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge. Note: Enabling Lightning Knowledge changes your org’s data model to use record types rather than article types. After you enable Lightning Knowledge, you can’t disable it.
Where do I find the knowledge component in Maria?
The Knowledge component appeared in Maria’s Service Console automatically when she enabled Knowledge. If your org has been customized, you may need to add the Knowledge component to your home page. Check out the Lightning App Builder module. Now Maria checks that agents see a Knowledge pane when they open a case.
How are articles published in Salesforce knowledge guide?
Experienced service agents and internal writers write the articles. The articles are then published and can be used internally or externally in a range of channels. You can publish articles in customer and partner sites and public websites or share articles in social posts and emails.
How to close cases with articles unit in Salesforce?
Under Case Fields Used to Find Selected Articles, select the fields most useful for suggesting articles. Then move them up or down in the list on the right. Maria adds Case Reason and Case Type under Subject. Scroll to select Enable Case Data Category Mapping.