Identify when to integrate Salesforce products into a Community.
As Community Cloud is based on the Salesforce platform, other Salesforce products can be exposed in communities. Available features include Knowledge, Chatter, and Analytics dashboards. This objective focuses on the integration of Salesforce Knowledge.
To use Knowledge in Salesforce communities, several components need to be configured. The following table summarizes the relevant Knowledge components for communities.
|Articles||Store Knowledge information.|
|Article Types||Differentiate Articles and define access on profile level.|
|Data Categories||Categorize Articles and define access on role level.|
|Data Category Groups||Group Data Categories.|
|Topics||Categorize Data Categoires and Data Category Groups.|
|Channels||Define Article visibility for internal, community, and public users.|
Articles store Knowledge information. Classic Knowledge uses the Article object, and Lightning Knowledge uses the newer Knowledge object for this.
The Article and Knowledge objects can be customized. They both support custom fields, page layouts, validation rules, workflow rules, approval processes, etc.
Article Types can be used to differentiate between Knowledge Article types, such as brochures, manuals, FAQs, etc. Classic Knowledge uses Article Types, and Lightning Knowledge uses record types for this. At least one Article Type or Knowledge record type must be defined.
Articles Types allow creating different custom fields, page layouts, validation rules, workflow rules, approval processes, etc. for each type.
Furthermore, Article Types can be used to control access to Knowledge Articles on profile or permission set level. Different access permissions can be defined per Article Type for each profile and permission set.
Data Categories help to organize Knowledge Articles. They are organized in two levels:
A Data Category Group can contain multiple Data Categories.
Each Knowledge Article can be assigned to multiple Data Categories of each Data Category.
Assigning Data Categories to Article and Knowledge records, helps users to find relevant information for specific topics.
Access to Data Categories can be restricted on role level. For each role and Data Category Group, the visibility of related Data Categories can be defined.
Topics are tags which can be assigned to community content to organize content. They can also be assigned to Knowledge Articles shared with external users.
Topics can be manually assigned to Knowledge Articles under Content Management > Article Management in Community Workspaces. This process needs to be repeated when new Knowledge Articles are published.
The assignment of Articles to Topics can also be automated. Mapping rules from Data Categories and Data Category Groups can be defined under Content Management > Automatic Topic Assignment in Community Workspaces.
Knowledge can be exposed in 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.