What is knowledge setup in Salesforce?
Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process.
What are the two features of knowledge in Salesforce?
With Salesforce Knowledge, agents can:
- Search for articles.
- Refine the results with filters, or data categories.
- Review each article’s title, summary, and properties.
- Depending on article permissions, edit, publish, archive, delete, follow, attach to case, or send as a PDF.
- Sort results.
- View statistic reporting.
What makes up a knowledge base in Salesforce?
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports. Experienced service agents and internal writers write the articles.
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.
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.
Which is the best way to use Salesforce?
Integrate Search: Salesforce allows for a better user experience by adding various search filters such as language, employee, and company filters. You can even tag articles using “tagging” in a custom search. For example, an employer searching for a specific article can use the respective tags to search the relevant article.