You can create or edit an article from the Knowledge tab or Article Management tab. If you’re creating an article, you may need to select the article type and language. If you’re editing a published article or translation, choose whether to leave it published while you work on a draft copy, or whether to remove the original article from publication and work on it directly. If you work on a copy, publishing the copy replaces the last published version of the article. If you work on the original article, it is unavailable in the channels until you republish it.
|Available in: Salesforce Classic|
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud.
Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, and Unlimited Editions.
When applying categories, choose the categories that a user would naturally look for as they navigate. Users only find an article if they select its explicitly applied category, the parent of that category, or a child of that category.
Once your article is complete, you can assign it to another agent to edit or review the article, publish the article directly, or submit the article for approval. If you have the “Publish Articles” article action and an approval process is set up for an article, you'll see both Publish... and Submit for Approval buttons..