How to Implement Salesforce Knowledge

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Enable Lightning Knowledge


Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.
 
  1. From Salesforce Classic Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
  2. If you’re new to Knowledge, enable Knowledge in Salesforce Classic by selecting Yes and clicking Enable Salesforce Knowledge.
  3. On the Knowledge Settings page, click Edit.
  4. Select Enable Lightning Knowledge.
  5. Click Save.

After Lightning Knowledge is enabled, the node Knowledge Object Setup appears. This is where you control your Lightning Knowledge settings and page layouts.

Whenever you change the name and API name of your Knowledge Base in Knowledge Object Setup, we recommend you do a hard refresh of your browser to avoid server errors.

Note: Enabling Lightning Knowledge changes your Org's Data Model to use Record Types rather than Article Types. Orgs with multiple articles types require data migration to consolidate article types before enabling Lightning Knowledge.

IMPORTANT: After you enable Lightning Knowledge, you can't disable it. Test in a Sandbox or Trial org before enabling in production.


Create Lightning Knowledge Record Types


Create record types to distinguish types of Knowledge articles. In Lightning Knowledge, standard record types replace custom article types.

Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. Record types let you control the content and layout for each type of article.
  1. From Salesforce Classic Setup, go to Build | Knowledge | Knowledge Object Setup.
  2. Under Record Types, click New.
  3. Select an existing record type to use as a template. The new record type includes all picklist values from the existing record type that you select.
  4. Enter a label for your record type.
  5. If desired, enter a description.
  6. Select Active if you want this record type to be usable immediately.
  7. Select the profile access for this record type.
  8. Click Next.
  9. Select the page layout that users with this profile see for record with this record type.
  10. Click Save.



Customize Your Lightning Knowledge Record Type Page Layouts


For each record type you create, you can customize the page layout. You can control the form and structure for each type of article you have in your Lightning Knowledge base.


User Permissions Needed

To customize the record-type layout: Customize Application

 Record type layouts determine which fields agents can view and edit when entering data for an article. They also determine which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile.

For example, you might customize page layouts by user profile when sensitive data is involved. By assigning a page layout by user profiles, you can display more sensitive fields of the same article to only the agents who need to access them.
  1. From Salesforce Classic Setup, enter Knowledge in the Quick Find box, then select Knowledge Object Setup.
  2. Scroll down to the Page Layouts related list or click the Page Layouts link at the top of the page. To create a page layout, click New and follow the prompts.
  3. To edit an existing layout, click Edit and make your changes. Make your changes. The layout editor consists of two parts: a palette on the upper portion of the screen and the layout on the lower portion of the screen. The palette contains the available fields and a section element. The layout contains an Information section and space for you to add sections. By default, all custom fields are included in the Information section.

    Important: If you navigate away from your record-type layout before clicking save, your changes are lost.

    Note: The Title and URL Name standard fields are required.

    Task Description
    Add a section Drag and drop the section element into the palette.
    Change the name of a section Click its title. You cannot rename the Information section.
    Specify 1 or 2 columns Select 1 or 2 columns for this layout. For 2-column layouts, you can set the navigation flow direction (up-down or left-right).
    Remove a field from a section Drag it to the right side of the palette or click the icon next to the field.
    Remove a section from the article-type layout Click the icon next to the section name.
    Save your changes and continue editing the article type layout Click Quick Save.


    Tip: 

    • Use the undo and redo buttons to step backwards and forwards, respectively.
    • Use the following keyboard shortcuts:
      • Undo = CTRL+Z
      • Redo = CTRL+Y
      • Quick Save = CTRL+S
    • To select multiple elements individually, use CTRL+click. To select multiple elements as a group, use SHIFT+click.
    • To quickly locate any item in the palette, use the Quick Find box. The Quick Find box is especially useful for article-type layouts that have large numbers of items available in the palette.

  4. To assign various layouts to the article type based on a user profile, click Page Layout Assignments.
  5. Click Edit Assignment.
  6. Select the profile, or profiles (using SHIFT), you want to change and select the layout from the Page Layout To Use drop-down.




Create Lightning Knowledge Home


Create the Lightning Knowledge home page to access Knowledge in Lightning Experience. For orgs created in Spring '17 or later, the Lightning Knowledge home page is created for you.

  Everything you need, all in one place. Search, view, author, and manage articles on a single Knowledge home page in Lightning Experience. Plus, you can do several authoring actions without leaving Knowledge home.

For published articles, you can:
  • Create an article
  • Archive a published article
  • Edit a published article as a new draft
For article drafts, you can:
  • Create an article
  • Publish a draft article
  • Delete a draft article
  • Edit a draft article
For archived articles, you can:
  • Create an article
  • Restore an archived article

Allow other users to access these actions using standard user permissions. You can also make these actions available on the record home with page layouts.

Lightning Knowledge home uses the same list views you enjoy elsewhere in Salesforce. By default, you have list views for drafts, published articles, and archived articles. Don’t forget to customize your list views to select which fields you want to display and sort with. For custom list views, keep in mind that you can’t choose fields that aren’t on the article record. This means that data categories, ratings, view count, and cases aren’t available fields for your list views.

Important: If you don't specify a language for your list views, the default language is the user language, otherwise it is the Knowledge master language. We don’t support multiple-selection on PublishStatus or Language, or the “IN” and “OR” operators in list view filters.

Use the Lightning App Builder to configure record home flexipage to match your users' workflow. In addition to out of the box components, this includes components built by partners and developers from the AppExchange. You can even build your own components. The Lightning Home Record Home functionality gives Admins the flexibility to move the Ratings, Files, Versions, Data Category Viewer, and Data Category Chooser components to the areas of the page that work best for users.


 

Set Access for Lightning Knowledge


Give your knowledge agents access to articles in Lightning Knowledge. Specify which agents in your company are Salesforce Knowledge users, those who can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.


User Permission Needed:


To create or edit users: Manage Internal Users
To create article types and article actions (Classic Knowledge only): Customize Application AND Manage Salesforce Knowledge
To create record types and article actions (Lightning Knowledge only): Customize Application AND Manage Salesforce Knowledge AND Create, Edit, and Delete on Knowledge  


Lightning Knowledge uses new user profile permissions instead of public groups to give agents access to article actions. By default, all internal users with Read permissions, can read articles. However, you need to assign permissions to agents who are publishing, archiving, deleting, and managing articles.

Note: To do more than read articles, agents need the Knowledge User license.
  1. From Setup, enter Users in the Quick Find box, then select Users.
  2. Click Edit next to the user's name or click New to create a user.
  3. If you are creating a user, complete all the required fields.
  4. Select the Knowledge User checkbox.
  5. Click Save.

User permissions control access to different tasks. We recommend using permission sets or custom profiles to grant users the permissions they need. For example, you can create a permission set called “Article Manager” that includes the permissions to create, edit, publish, assign, delete, and archive articles.

Refer to this table for details on permissions associated with Salesforce Knowledge tasks.
 
Lightning Knowledge Task User Permissions Needed
To manage record types: “Manage Salesforce Knowledge” (This permission is on by default in the System Administrator profile.) AND “Create”, “Edit”, and “Delete” on Knowledge
To manage article actions: “Manage Salesforce Knowledge” (This permission is on by default in the System Administrator profile.)
To search for and read articles: “Read” on Knowledge
To search articles on cases and attach articles to cases: “Read” on Knowledge
To create articles: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read” and “Create” on Knowledge
To edit draft articles: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read” and “Edit” on Knowledge
To delete draft articles: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read”, “Edit”, and “Delete” on Knowledge
To publish articles: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read”, “Create”, “Edit”, and “Delete” on Knowledge AND “Publish Articles” (New in Lightning Knowledge)
To change the record type of a draft article: & “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read” and “Edit” on Knowledge
To archive published articles: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read”, “Edit”, and “Delete” on Knowledge AND “Archive Articles” (New in Lightning Knowledge)
To create a draft of a published article: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read”, “Create”, “Edit”, and “Delete” on Knowledge
To restore an archived article as a new draft: “Manage Articles” (This permission is on by default in the System Administrator profile.) AND “Read”, “Create”, “Edit”, and “Delete” on Knowledge AND “Archive Articles” (New in Lightning Knowledge)
To create data categories “Manage Data Categories” permission. (This permission is on by default in the System Administrator profile.)


To enable agents to perform their specific tasks, create public groups for each role and assign only the necessary article actions to those groups.