We have discussed how to create a borrower portal in Salesforce Experience cloud. In this article let us see how to create Knowledge articles in Salesforce. These articles can be later added as insightful content to the website we created.
What is a knowledge article?
- Salesforce Knowledge base comprises knowledge articles, which serve as informative documents.
- These articles are crafted by experienced service agents and internal writers.
- After creation, they are published and can be accessed both internally and externally through various channels.
- You have the flexibility to determine where and how the information is made available or shared, leveraging features such as article page layouts, user profiles, actions, and other configurable settings
- For creating and managing knowledge articles the Knowledge user checkbox has to be checked off in the user profile.
How to enable Knowledge articles?
- Type Knowledge in the Quick find box
- Select Knowledge settings
- Enable Salesforce Knowledge.
- Click Edit
- Enable Lightning Knowledge
- Save
Customize the Knowledge custom object page layout
When the Salesforce Knowledge is enabled, it will create a new Custom object in the Salesforce Org. To configure the object follow the steps below.
- Go to Set up-Object manager-Select Knowldege. Knowledge_kav is the API name of the custom object.
- When you go to the Fields and Relationships section, you can see several standard fields there.
- By default only the Title field is visible when we create a knowledge article.
- So for making other fields visible, we should add the necessary fields to the page layout of the Knowledge object.
- For doing that go to Page layouts-Knowledge Page layout.
- Drag the necessary fields to the Knowledge detail section.
- Click Save
How to create Data category group?
You can organize your knowledge articles in various segments by using Data Categories.
- Go to Setup- Type Data Category in the Quickfind box
- Select Data Category Setup
- Click ‘New’ under Category Groups.
- Add subcategories under the parent category if needed.
- To activate the category , click the wrench icon and activate the category group
Category group visibility
To set up the category group visibility for the users,
- Go to Users from Setup
- Select the profile
- Go to Category Group Visibility Settings
· Edit the Category.
- Under Category Group Visibility select’ All Categories’ for giving the profile visibility to all knowledge articles.
- Click Save.
- If you want to give the profile visiblility to only articles coming under any subcategory, then select ‘Custom’ instead of ‘All Categories’ and select the categories form the list of all child categories.
- Repeat the steps for all the Category groups
How to Create Knowledge articles in Salesforce?
- Go to Applauncher
- Click Knowledge articles
- Click New
- Fill in the fields with the content you want and select the necessary check boxes to determine the visibility of the knowledge article to the various users.
Organise knowledge articles into Category groups
- Go to Knowledge.
- Select the article.
- Click the drop down arrow on the right beside ‘Categories’
- Select the Category to which the article should be assigned.
Publish the article.
To know more about Salesforce knowledge articles, click Salesforce Knowledge
Take Five Consulting is a technology company, based in Virginia U.S., that specializes in the Mortgage Banking vertical especially LOS implementation and application development. Take Five Consulting creates and implement mortgage technology and software specifically for Mortgage Industry.
