Guide To Salesforce Knowledge Implementation
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Complete Guide to Salesforce Knowledge Salesforce, Winter ’19 @salesforcedocs Last updated: November 8, 2018 © Copyright 2000–2018 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS Salesforce Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Salesforce Knowledge Documentation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Plan Your Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Build Your Knowledge Base in Salesforce Classic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Enable Salesforce Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Enable Knowledge One with Permission Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Enable Knowledge One with Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Example Apex for Submitting Articles from Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Knowledge Article Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Create Article Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Add Custom Fields to Article Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Article Type Page Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Control Data Integrity with Validation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Article History Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Article Type Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Delete an Article Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Import Existing Information into Salesforce Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Prepare Articles for Import to Salesforce Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Create a .csv File for Article Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Set Article Import Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Create an Article .zip File for Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Article and Translation Import and Export Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Classic Knowledge User Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Create Public Groups for Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Assign Article Actions to Public Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Define Validation Status Picklist Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Workflow and Approvals for Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Create Knowledge Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Modify Default Category Group Assignments for Articles . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Filter Articles with Data Category Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Support Articles in Multiple Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Support a Multilingual Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Export Articles for Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Import Translated Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Improve the Article Search Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Search Highlights and Snippets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Synonym Groups for Article Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Contents Manage Promoted Search Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Enable Topics for Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Use More Case Keywords to Find Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Set Up the Knowledge One Widget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Compare Article Widgets for Cases at a Glance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Work with Articles and Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Search Articles and External Sources on the Knowledge Tab . . . . . . . . . . . . . . . . . . . . . . . . 81 Promote Articles in Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Article Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Create and Edit Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Smart Links to Salesforce Knowledge Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Publish Articles and Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Translate Articles in Classic Knowledge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Archive Articles and Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Salesforce Knowledge Article Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Delete Articles and Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Articles or Knowledge Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 SALESFORCE KNOWLEDGE Give your website visitors, clients, partners, and service agents the ultimate support tool. Salesforce Knowledge lets you create and manage a knowledge base with your company information and securely share it when and where it's needed. Your 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. Experienced service agents and internal writers write the articles. The articles are then published to a range of channels: Internal App, customer and partner communities, or public websites. Where and what information is published is based on the article layout profile and the field level security. As of Spring '17, Knowledge is available in both Salesforce Classic and Lightning Experience. Lightning Knowledge, which is Generally Available, is recommended for orgs new to Knowledge, or for existing orgs that can easily consolidate to one article type. 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. Salesforce Knowledge Documentation Overview Find the information you need about Salesforce Knowledge. 1 EDITIONS Available in: Salesforce Classic (not available in all orgs) and Lightning Experience Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud. Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative. Salesforce Knowledge Salesforce Knowledge Documentation Overview Salesforce Knowledge Documentation Overview Find the information you need about Salesforce Knowledge. EDITIONS Overview of Salesforce Knowledge Available in: Salesforce Classic (not available in all orgs) and Lightning Experience • Salesforce Knowledge • Plan Your Knowledge Base • Work with Articles and Translations Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud. • Salesforce Knowledge Guide Classic Knowledge Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative. Set up Classic Knowledge • Build Your Knowledge Base in Salesforce Classic • Knowledge Article Types • Import Existing Information into Salesforce Knowledge • Classic Knowledge User Access • Workflow and Approvals for Articles Use Your Salesforce Knowledge Base in Salesforce Classic • Search Articles and External Sources on the Knowledge Tab – Find Knowledge Articles in a Salesforce Console in Salesforce Classic – How Does Search Work? – Articles or Knowledge Tab – For searching and viewing Salesforce Knowledge Articles on your Android device, see Access Salesforce Knowledge Articles with Salesforce for Android (Beta) and Salesforce App Differences from the Full Salesforce Site • Create and Edit Articles • Publish Articles and Translations • Report on Salesforce Knowledge Articles Translate Salesforce Knowledge Articles • Support a Multilingual Knowledge Base • Translate Articles in Classic Knowledge • Export Articles for Translation • Import Translated Articles Lightning Knowledge Set up Lightning Knowledge • Enable Lightning Knowledge • Set Up and Configure Lightning Knowledge • Create Lightning Knowledge Record Types 2 Salesforce Knowledge Salesforce Knowledge Documentation Overview • Create Lightning Knowledge Home • Set Access for Lightning Knowledge Use Your Salesforce Knowledge Base in Lightning Experience • Authoring Actions in Lightning Knowledge • Search Articles in the Global Search Box and the Knowledge Component • Use the Knowledge Component in the Lightning Service Console Trailhead • Knowledge Basics Define Data Categories for Your Salesforce Knowledge Articles • Work with Data Categories • Create and Modify Category Groups • Add Data Categories to Category Groups Share Your Salesforce Knowledge Base • Find, Attach, and Email Articles with the Case Feed Articles Tool (Classic) • Enable Salesforce Knowledge in Your Community (Classic) • Use Knowledge with Live Agent (Classic) • If you want to let visitors search and view Salesforce Knowledge articles on your public site, set up a Customer Service (Napili) Template. Napili is a powerful, responsive self-service template that also lets visitors post questions to the community, collaborate, and contact support agents by creating cases. Knowledge and the Salesforce App • What’s Available in Each Version of the Salesforce App • Customer Service Features: What’s Not Available in the Salesforce App Develop with Salesforce Knowledge • The Salesforce Knowledge Developers Guide has Salesforce Knowledge specific development information along with tutorials and examples. • The REST API Developer Guide has information on supporting articles with the REST API. • The SOAP API Developer Guide has information on theSalesforce Knowledge API: – Guidelines – Objects – Calls • The Metadata API Developers Guide has information on Salesforce Knowledge Metadata API objects. • The Visualforce Developers Guide has information on Salesforce Knowledge Visualforce components. 3 Salesforce Knowledge Salesforce Knowledge Documentation Overview • The Lightning Platform Apex Code Developers Guide has information on the Apex KnowledgeArticleVersionStandardController Class. 4 PLAN YOUR KNOWLEDGE BASE It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own problems themselves. Setting up Salesforce Knowledge is a “choose your own adventure” procedure. There are many features and options and it’s up to you to decide which ones are right for your enterprise. Consideration Further Information What information do you need to publish? Articles Who can provide the information? Knowledge User License, User Setup Who can approve and manage the information? Knowledge Management, Validation Rules Do you need workflow or approval processes to manage article creation and publication? Workflow and Approvals for Articles Do you have an existing Knowledge base or documentation that you need to import? Import Existing Information into Salesforce Knowledge Who needs to read what information and where? Classic Knowledge User Access, Create Public Groups for Knowledge, Assign Article Actions to Public Groups Do you need to categorize your information? Work with Data Categories Who has access to which categories? Data Category Visibility Are you supporting more than one language? Support a Multilingual Knowledge Base Do you need agents to search for articles while Attach PDF versions of articles to case working on a case? emails.View a list of suggested articles based on case information., Set Up the Knowledge One Widget Do you need agents to follow articles in Chatter? Feed Tracking Do you need to share your knowledge base externally? Public Knowledge for Mobile, Web, and Facebook Do you need to enhance searchability? Improve the Article Search Experience Do you need guidelines, resources, and current Salesforce Knowledge is "KCS Verified" by the discussions on the evolving world of knowledge Consortium for Service Innovation, which base orientated service? recognizes best practices in customer support methodologies. By implementing Knowledge-Centered Support (KCS) features, you can create more efficient collaboration 5 EDITIONS Available in: Salesforce Classic (not available in all orgs) and Lightning Experience Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud. Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative. Plan Your Knowledge Base Consideration Further Information within your team and provide pertinent and accurate information to your customers. Consider the following tips when planning and using Salesforce Knowledge: • Create synonym groups in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results. • Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy maps to your role hierarchy. For more information, see Data Category Visibility. • Create custom reports on your Salesforce Knowledge data. You can also install the Knowledge Base Dashboards and Reports app from the AppExchange to receive over two dozen helpful reports. • Multiple agents can edit the same article at the same time. If that occurs, your changes can be overwritten by a colleague without warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to edit only the articles they're assigned. • Review your usage regularly to avoid storage shortages: from Setup, enter Storage Usage in the Quick Find box, then select Storage Usage. • Public knowledge base users cannot rate articles. • The File custom field type allows agents to attach documents to articles. • You will lose your data if you convert a custom field on an article type into any other field type. Do not convert custom fields unless no data exists for the field. • When renaming Salesforce Knowledge labels note that standard field names, like title and type, are fixed. These fields do not change the labels on the article create and edit pages. If the organization is set to another language, these fields remain in the fixed label for that language. • The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. With lemmatization, a search can match expanded forms of a search term. For example, a search for running matches items that contain run, running, and ran. • Make sure that you have a clear understanding of the type of articles your organization needs, and how agents interact with these article types. This determines the article type permissions and article actions that you need to assign to Salesforce Knowledge users, which you can then use to create the set of profiles or permission sets required by your organization. For more information, see Classic Knowledge User Access on page 45. • Determine if you need to create workflow rules for some of your article types. For example, you can create a rule that sends an email to an article manager when an agent creates an article upon closing a case. • Determine if you need to create approval processes for some of your article types. For example, if you have a type of article that must have legal and management approval before it can be published externally, create an approval process for the article type. 6 BUILD YOUR KNOWLEDGE BASE IN SALESFORCE CLASSIC After you've assigned Knowledge User licenses (including to yourself), you're ready to build your Knowledge base. EDITIONS To ensure that your organization has Knowledge User licenses, from Setup, enter Company in the Quick Find box, then select Company Information. Knowledge User licenses are listed near the bottom of the page, in the Feature Licenses related list. Available in: Salesforce Classic (not available in all orgs) To ensure that you are a Salesforce Knowledge user, from your personal settings, enter Personal in the Quick Find box, then select Personal Information. The Knowledge User checkbox is in the second column of the User Detail section. Salesforce Knowledge is available in the Unlimited Edition with Service Cloud. To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge. If your org doesn’t have an article type, a default article type is created. Note: If you enabled Knowledge before Spring ’16 you must create an article type first. After the Spring ‘16 release, you no longer need to create an article type first. Enable Salesforce Knowledge From the Knowledge Settings page, you can create a Knowledge Base experience for your support agents, partners, and customers. Knowledge Article Types Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication. Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative. USER PERMISSIONS To enable Salesforce Knowledge: • Customize Application Import Existing Information into Salesforce Knowledge You can import your existing articles or information database into Salesforce Knowledge. This importer is for articles and translations you currently have outside Salesforce Knowledge. If you want to move your existing content from Classic to Lightning Knowledge, use the Lightning Knowledge Migration Tool. Classic Knowledge User Access Specify which agents in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles. Define Validation Status Picklist Values When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review. Workflow and Approvals for Articles Ensuring that the content in your articles is accurate and helpful is foundational to getting accurate information to those who need it most. Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you additional control over the content and publication of your articles. 7 Build Your Knowledge Base in Salesforce Classic Create Knowledge Actions Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want to have each FAQ published as a new version each time it completes the approval process, you can create a knowledge action that links the FAQ article type to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge Action. Modify Default Category Group Assignments for Articles Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers community and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge Filter Articles with Data Category Mapping Make suggested articles more relevant when solving cases. Map case fields to data categories to filter for articles assigned to those data categories. For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list. Support Articles in Multiple Languages With multiple languages for Salesforce Knowledge, you can lower support costs by translating articles into the languages your audience prefers. After selecting your language settings, two translation methods are available: translating articles in-house using the editing tool in the knowledge base, or sending articles to a localization vendor. Different languages can use different methods. For example, you may want to export articles to a vendor for French translations, but assign articles to an internal Knowledge user for Spanish translations. Improve the Article Search Experience Enable search highlights and snippets, synonyms, promoted terms, topics, and keywords from cases to improve your article search. Set Up the Knowledge One Widget Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case. 8 Build Your Knowledge Base in Salesforce Classic Enable Salesforce Knowledge Enable Salesforce Knowledge From the Knowledge Settings page, you can create a Knowledge Base experience for your support agents, partners, and customers. EDITIONS To set up or edit your knowledge Base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit. Available in: Salesforce Classic (not available in all orgs) and Lightning Experience Feature or Option Description General Settings Allow agents to create and edit articles from the Enables agents to edit articles without going to the Article Management tab. Agents can click Article or Knowledge tab Edit to open the article edit page. If a published version of the article exists, they can view the published version or edit the current version. If a draft version exists, they can continue with editing the existing draft, but must carefully review the draft so that they don’t overwrite unpublished changes. Activate Validation Status field Adds a Validation Status on page 55 field to all Salesforce Knowledge articles. Agents can select values to show whether the content of the article has been validated or not. Allow agents to add external multimedia content to HTML in the standard editor Allows
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