A document containing information, the Salesforce Knowledge base is composed of knowledge articles. The FAQs, process information, and other information that is useful to users and must be shown, such as resetting your items to their default settings, are all included in the Salesforce Knowledge articles. A method for adding information (including any type of media, including text, video, and hyperlinks) to the websites is to create a Salesforce knowledge article. The knowledge object controls the dynamic addition of content to the website.
To use the knowledge articles, there are numerous actions to be followed. Let’s investigate these actions. We allow your customers, agents, and Salesforce Knowledge to efficiently deliver articles to a Community Cloud site. Let’s start by learning how to provide Salesforce access to knowledge.
How to enable Salesforce Knowledge?
- Use the path Setup->Users to navigate to the users in the org.
- Select the Edit button and select the Knowledge User checkbox to enable the Knowledge User. then save the adjustments.
- Navigate to the Knowledge Setting area by selecting SETUP>Feature Settings>Service>Knowledge>Knowledge Setting from the menu.
- Click the “Enable Salesforce Knowledge” button after selecting “Yes, I understand the impact of enabling Salesforce Knowledge” from the drop-down menu.
- Click the edit button and choose the “Enable Lightning Knowledge” checkbox to make the salesforce knowledge accessible through the Lightning experience.
The knowledge object will be visible in the object manager and accessible in the app launcher once the aforementioned procedures have been completed.
The next step is to write a knowledge article.
How to connect Knowledge Article with the Data Category?
The data categories that are included in the data category setup can be related to knowledge articles. The data category must be added to the Data Category Setup in order to add or associate knowledge articles with any data category.
Use the procedures below to add the article to any category:
First select the down arrow button next to the categories section on the right.
The next Step is to choose the category to which the item is attached in the pop-up window and then press the “Save” button.
Using Apex, get the knowledge articles
Summary, Article, UrlName, and other data as necessary must be fetched in accordance with the query on the Knowledge__kav object in order to fetch the articles in Apex.
Here is some code to retrieve the article from the Apex:
Utilizing the information in the Lightning component is now your turn.
Use the article’s content in the lightning component.
Using the class in the controller of the Lightning component (for Aura components) or the wire method of the Lightning component, the content of the article that was fetched in the Apex may now be given into the Lightning component (for Lightning Web Component).
The material from the article must be shown exactly as it was formatted in the rich text editor while editing the knowledge article on the component’s user interface (UI) after being received into the component.
The content will then be displayed on the experience site as the next phase.
Utilize the component to display the article’s content on the experience site.
Simply make the component accessible on the experience sites to include the component that displays Knowledge Article content on its UI. Use the code snippet below to add the interface and make the component visible in the builder and accessible for the experience site.
The component will be accessible in the Community Site Builder once this interface has been implemented. On any Builder page, the component can be dragged and dropped in the desired location.
Create and maintain a knowledge base based on facts about your business and securely distribute it as required. Thanks to Salesforce Knowledge, you may swiftly deliver content to your customers and agents in a Community Cloud site. It includes knowledge articles and informational materials with process details like sites or FAQs that are useful to users and must be published. The sites’ content is added via a Salesforce knowledge article that is dynamically managed by the knowledge object. Various channels disseminate the range, which internal writers and seasoned customer support representatives prepare.
Route
You have a variety of venues to share your articles with when they are published. These channels – internal users, partners, customers, and the wider public — act as audiences for your content.
Approval Procedures
You may design an approval procedure for articles, just like you can for most Salesforce objects. This is quite useful for managing what content is released, especially if you need to filter content for customer-facing articles and have a public knowledge base. The approval procedures for knowledge articles operate more or less similar to other approval procedures, although Knowledge Actions are distinct approval procedures for knowledge. For instance, Publish as New publishes the article as a new version.
Knowledge Features
Categories of Data
Data Categories and Data Category Groups are two essential components of Salesforce Knowledge. Article organization and article access are two crucial tasks. You can hierarchically categorise your article content using Data Categories. Additionally, they could be put into Data Category Groups.
Let’s look at an illustration of how this may be organized. Assume you have article material for your product details. Your products are divided into several categories and subcategories. Additionally, because of the global industry, you must segment your material. How this might seem using Knowledge Data Categories and Data Category Groups is as follows:
Ratings
The capability to allow your users to rate the material is one aspect of Salesforce Knowledge. In Classic Knowledge, this was consistently rated on a scale of 1 to 5, but in Lightning Knowledge, the rating system is just a simple thumbs-up or thumbs-down. For example, 3,4,5 stars are transformed to thumbs-up upon migration, while 1,2 stars are transformed to thumbs-down. You can choose which articles are up for voting and who can do so by adding or removing these voting buttons from pages as necessary. Users can vote in Lightning Pages using the Article Thumb Vote component.
Topics
You may categorize articles based on their content and make searching your knowledge base easier by adding subjects. Consider these as keywords. Depending on the content, a single article may have various issues allocated. (However, consider topics carefully as searches may produce irrelevant results.)
Topics differ from Data Categories in that they are not hierarchical and do not in any way influence how articles are accessed. Instead, they are mainly employed to arrange data in a community’s knowledge base.
Articles are allocated topics in the Salesforce community workspaces under Content Management > Topics. Additionally, there is a feature to automatically assign topics based on specific data categories, which speeds up the process of assigning subjects to new articles and eliminates the need for manual tagging.
Case Deflection
Salesforce can assist in managing the high support volume if customer support employees feel overburdened, and Knowledge is one of the techniques. An excellent technique to divert support cases from your service agents is to make knowledge articles available to your external and public users. Your consumers will be able to self-serve with the help of an extensive knowledge library rather than clogging up your case line with inquiries. By providing the Case Deflection component for communities, Salesforce improves this even further.
Your users can submit cases using the Case Deflection component, but a right-hand panel suggests knowledge articles based on the text entered into the matter. Additionally, the part generates deflection measurements so you can gauge how well it is doing.
Conclusion
Create and maintain a knowledge base based on facts about your business and securely distribute it as required. Thanks to Salesforce Knowledge, you may swiftly deliver content to your customers and agents in a Community Cloud site. It includes knowledge articles and informational materials with process details like sites or FAQs that are useful to users and must be published. The sites’ content is added via a Salesforce knowledge article that is dynamically managed by the knowledge object. Various channels disseminate the range, which internal writers and seasoned customer support representatives prepare.
