Explain how to create and maintain Salesforce Knowledge.
Salesforce Knowledge is a central repository of organizational knowledge. Knowledge can be used to create, store, and share information across different channels.
There are currently two versions of Knowledge: Classic Knowledge and Lightning Experience. Depending on the user interface, either of the two versions can be used.
Most features of Classic Knowledge have been migrated to Lightning Knowledge. However, with Lightning Knowledge, some components have changed.
To use Knowledge, a number of elements need to be configured. Knowledge consists of following main components:
|Articles||To store Knowledge information.|
|Article Types||To differentiate Articles and define access on profile level.|
|Data Categories||To categorize Articles and define access on role level.|
|Channels||To define Article visibility for internal, community, and public users.|
Articles are used to store Knowledge information. Classic Knowledge uses the Article object for this, and Lightning Knowledge the newer Knowledge object.
Both Article and Knowledge objects and support custom fields, page layouts, validation rules, workflow rules, approval processes, etc. At least one Article Type or Knowledge record type must be defined.
Article Types can be used to differentiate Knowledge information, such as brochures, manuals, FAQs, etc. Classic Knowledge uses Article Types for this, and Lightning Knowledge record types.
Articles Types and Knowledge record types help to create different custom fields, page layouts, validation rules, workflow rules, approval processes, etc. for each type of Knowledge information.
Furthermore, Article Types and Knowledge record types help to control access on a profile or permission set level. Access to each Article Type or Knowledge record type can be defined on profiles or permission sets.
Data Categories help to categorize Article and Knowledge records. They are organized in two levels: Category Groups and Categories.
One Category Group can contain multiple Categories. And one Article or Knowledge record can be assigned to multiple Categories.
Assigning Categories helps users to find Article and Knowledge records relevant for a specific topic. In Classic Knowledge, Categories can be selected from a drop-down list, to only show Articles assigned to selected Categories.
Modifying and rearranging Category Groups and Categories impacts the visibility and categorization of Articles. Furthermore, such changes can result in long processing times and a temporary performance decrease when searching or filtering for Articles.
Access to certain Categories can be restricted on role level. For each role and Category Group, the visibility of related Categories can be defined.
Knowledge can be exposed to four Channels: internal org, customer communities, partner communities, and publicly. The visibility of each Article or Knowledge record can be specified per Channels. This allows separating Knowledge bases per channel such as internal users, community users, and public users.
In addition to filtering Articles by Category, Knowledge provides tools to help users find relevant Articles.
|Synonyms/Stemming||To improve search results for similar search terms.|
|Highlights/Snippets||To present Article snippets for specific the terms in search results.|
|Promoted Search Terms||To highlight certain Articles for specific terms in search results.|
|Ratings||To highlight the quality of Articles.|
If Knowledge is enabled, all internal users can access the Knowledge tab and read Articles without an additional license. However, only users with the Knowledge User feature license can access the Article Management tab to edit or delete Articles.
There are three typical users roles for Knowledge: