Drive Learning with Protocols and Articles in Health Cloud

Salesforce Knowledge lets you easily create and manage content and make it available to other healthcare providers and to the patient and care team members. An article can contain the protocols you use to manage conditions or can hold educational materials you send to patients. You can write, edit, publish, and archive articles using the Articles Management tab or find and view published articles using the Articles tab.

Required Editions

Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To create articles:	Manage Articles AND Create and Read on the article type
To edit draft articles:	Manage Articles AND Read and Edit on the article type
To edit published or archived articles:	Manage Articles AND Create, Read, and Edit on the article type

Authors create articles by selecting an article type, writing content, and selecting where it should be published. You create both articles and protocols from the Article Management tab, but you select a different article type depending on the content you want to create.

Note It’s possible that not everyone in your organization will have the license type or permissions to create articles and protocols for your patients and care coordinators. Contact your Salesforce administrator for access to the Article Management tab. You can also make the Article Management tab visible to a user’s profile.

1. On the Article Management tab, click New.
2. If your organization supports multiple languages, choose the language for the article.
3. Choose an article type, enter the article title, and click OK.
4. Edit the article's fields, and select a validation status. If your article contains a rich text area field, you can add some formatting such as bulleted lists, links, and images.
5. Optionally, if your organization uses data categories, select the categories to associate with your article:
   • Click Edit next to a category group to open the category selection dialog box.
   • In the Available Categories list, expand the category hierarchy to select a category.
   • Click Add to move a selected category to the Selected Categories list.
     

     Note You can’t add both a category and its child categories to the Selected Categories list. When you add a category to an article:

     • Child categories in the Available Categories list are unavailable unless you remove the parent from the Selected Categories list.
     • Child categories in the Selected Categories list disappear from that list.

     Users searching for articles can find them by selecting an exact category or by selecting a parent or child category.
   • Click OK.
6. Select the audience you want to publish the article to:
   • Internal App: Salesforce Experience Cloud users can access articles in the Articles tab depending on their role visibility.
   • Customer: Customers can access articles if the Articles tab is available in an Experience site. Customer users inherit the role visibility of the manager on the account. The article is available only to users with Customer Community licenses or Customer Community Plus licenses.
   • Partner: Partners can access articles if the Articles tab is available in an Experience Cloud site. Partner users inherit the role visibility of the manager on the account. In an Experience Cloud site, the article is available only to users with Partner Community licenses.
   • Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base using the Sample Public Knowledge Base for Salesforce Knowledge app from the AppExchange.
   • Your own website. Articles can be made available to users through your company website.
7. Click Quick Save to save your changes and remain on this page. Alternatively, click Save to save your changes, close the article, and go to the Article Management tab.
8. Click Publish... when the content is ready to be published.
9. Select Publish article(s) now or Schedule publication on to choose the date to publish the article.
10. If the article has previously been published, select the Flag as new version checkbox to make the new article icon () display next to your article in the selected channels. Users from these channels can see that this article has been modified since the last time they’ve read it. This checkbox is not available when you publish an article for the first time, as the icon displays by default for new articles.
11. Click OK.
    Articles you scheduled for publication at a later date continue to appear in the Draft Articles filter, now with the pending icon () next to the article title. Hover over the icon to see the publication date.