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How do I make my knowledge Article public?
To make the form editable, click the word here at the end of the message. Enable public or external users to view knowledge articles from the Knowledge Management Service Portal. On the Page form, select the Public check box. Click Update.
How do I update a Salesforce Knowledge article?
a. Open the Data Loader and click Update. b. Select Show all Salesforce objects and select the appropriate ArticleType__kav object where ArticleType is the article’s article type name for Classic Knowledge or Knowledge__kav for Lightning Knowledge.
How do you write a knowledge article?
Create an Article
- Click the Knowledge tab.
- Click Create Article.
- Select the Knowledge article type.
- Create a title for your article, such as “Our company address.”
- Write a description, this goes under the title in the search results.
- Put your company address in the rich text area field you created in the last unit.
How to link knowledge articles to an entity?
To link the knowledge article to an entity, you need to do the following steps. For the sake of this example, let us consider the entity as Accounts. In the Customer Service Hub site map, go to Customers > Accounts. Select any active account from the list of accounts. On the Summary tab, scroll down to the Linked Knowledge Articles subgrid.
Why do we need a knowledge sharing platform?
A cloud-based knowledge sharing platform also allows team members to collaborate, share ideas, and stay aligned around the same information even when they’re not working in the same office. For more tips on selecting a knowledge sharing solution, click here.
How to create an external knowledge base portal?
For information on how create a portal, see Create a portal in an environment containing customer engagement apps. To configure a knowledge base article URL, do the following: In the sitemap, under Knowledge Base Management select Settings. Under Support Portal Connection, set Use an external portal to Yes.
How to search for knowledge articles in customer service hub?
Knowledge base search in the Customer Service Hub app lets you search for relevant knowledge articles to resolve a case. To search for knowledge articles in a case form, select the Knowledge Base Search search box in the Knowledge Base Search control of the Related section.