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            Enable Salesforce Knowledge in Financial Services Client Portal

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            1. Salesforce Help
            2. Docs
            3. Financial Services Cloud Admin Guide

            Enable Salesforce Knowledge in Financial Services Client Portal

            Enable Salesforce Knowledge to quickly get articles to your customers and agents in your Experience Cloud portal. Knowledge articles provide accurate information to customers when and where they need it.

            Required Editions

            Available in: Lightning Experience in Professional, Enterprise, and Unlimited editions where Financial Services Cloud license is enabled
            User Permissions Needed
            To customize a Financial Services Client Portal:

            Be a member of the portal AND Create and Set Up Experiences

            OR

            Be a member of the portal AND View Setup and Configuration AND an Experience Cloud admin, publisher, or builder in that portal
            1. To use your knowledge base in the Experience Cloud portal, enable lightning knowledge. See Enable Lightning Knowledge.
            2. To give your knowledge agents access to articles in Lightning Knowledge, specify which agents in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. See Provide access to Lightning Knowledge Users.
            3. Specify a support email address. After you add that email, any email sent to that address generates a case in Salesforce. SeeOptimize Setup with the Service Setup Assistant.
            4. Add knowledge authors who contribute knowledge articles for your Experience Cloud portal.
              1. In the Service Setup Assistant, click View All and select Knowledge Setup.
              2. Click Start.
              3. Select the names of the users whom you want as knowledge authors and click Next.
              4. Click Finish.
            5. Create knowledge articles to be made available in your Experience Cloud portal.
              1. From the App Launcher, find and select Knowledge.
              2. Click New.
              3. Enter a title for the article. Click in the URL Name field to generate the URL Name from the title.
              4. Enter a question and an answer for the article.
              5. Under Properties, select Visible to Customer.
              6. Save your changes.
              7. Repeat these steps to create more articles.
              8. Publish the knowledge articles.
            6. Enable Topics for Objects so that users can add topics to records of that object type on the record detail page.
              1. From Setup, in the Quick Find box, enter Topics for Objects, and then click Topics for Objects.
              2. Enable topics for Knowledge and select the Answer, Assignment Note, Question, Title, and Summary fields.
              3. Save your changes.
            7. Update the community user profile to give users read permissions.
              1. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
              2. Edit the cloned community profile.
              3. Under Knowledge Base Permissions, enable Read and View All Records access.
              4. Save your changes.
            8. Add knowledge to your Experience Cloud portal using topics.
              1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
              2. Next to your Experience Cloud portal, click Workspaces.
              3. Select the Content Management tile.
              4. Set up content topics.
                Content topics organize your original content around common themes for your Experience Cloud portal. See Set Up Content Topics.
              5. Set up navigational topics.
                Structure your portal’s content and help your users find what they need with navigational topics. See Set Up Navigational Topics.
              6. Set up featured topics.
                Featured topics highlight current, popular conversations in your community portal. See Set Up Featured Topics.
              7. Assign topics to articles.
                Easily add multiple topics of any type to specific articles. See Add Topics to Articles or Remove Them.
             
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