What are knowledge articles in Salesforce?

What are knowledge articles in Salesforce?

Knowledge Articles (Salesforce Knowledge) 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.

How do I create a knowledge article from a case in Salesforce?

Display Knowledge on Case Record Pages

1. In the Service Console, choose Cases from the navigation bar.
2. Click a case. Maria clicks 00001006.
3. While still on the case record, click. and select Edit Page.
4. Drag the Knowledge component from the Standard Components list to the record page.
5. Click Save.
6. Click Activate.

Can articles be created from cases?

Articles can’t be created, edited, translated, or archived. Articles can’t be linked to cases. (But links that are set up from the desktop site can be viewed on the Related tab.)

How to manage a case in Salesforce knowledge?

Now that you have everything set up for managing cases using Salesforce Knowledge, test the process. Click to open the App Launcher and select Service. Click the Cases tab. From the Cases tab, click the case number for the case with the subject Solar Panels.

What are the critical features of Salesforce knowledge?

In a Salesforce community, the Allow Ratings is a setting on the Article Content component for the Article Detail page, which respects your community theme colors. 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.

How to manage cases using articles unit Salesforce trailhead?

Click the Feed View link at the top of the page. Scroll down to the Articles Tool Settings section and select the Enable attaching Articles inline checkbox. Click Save. Click the Home tab. Enter Support Settings in the Quick Find box and select Support Settings. Click Edit. Select the Show Closed Statuses in Case Status Field checkbox. Click Save.

How to edit an article in Salesforce.com?

From the Article, click the dropdown, and select Insert Article into Email. Notice that the Email tab is selected in the middle work area, and all of the case information and Knowledge article information is filled in. Click Send to send the email. Click Edit to edit the case, and click the Status field.