Feature or Option Description General Settings Allow agents to create and edit articles from the Article or Knowledge tab Enables agents to edit articles without going to the Article Management tab. Agents can click Edit to open the article edit page. If a published version of the article exists, they can view the published version or edit the current version. If a draft version exists, they can continue with editing the existing draft, but must carefully review the draft so that they don’t overwrite unpublished changes. Activate Validation Status field Adds a Validation Status field to all Salesforce Knowledge articles. Agents can select values to show whether the content of the article has been validated or not. Allow agents to add external multimedia content to HTML in the standard editor Allows <iframe> elements in the standard editor to embed multimedia content from the Dailymotion, Vimeo, and YouTube websites. Agents can simply cut and paste <iframe> HTML into the editor. Article Summaries Show article summaries in article list views For each channel, decide whether an article's summary details display beneath the article’s title in search results. Knowledge One Switch from the Articles tab to the Knowledge Tab Enable Knowledge One with Profiles Suggest related articles on cases Search on the Knowledge tab suggests articles based on their content similarity and their links to similar cases. If no articles are linked to similar cases, suggested articles have similar titles as the case or have keywords in common with admin-selected case fields. Suggested articles are available in the Salesforce Console for Service and your portals when viewing existing cases and creating ones. Highlight relevant article text within search results Search on the Knowledge tab generates a snippet of the relevant article text with the search terms bolded. See Search Highlights and Snippets. Auto-complete keyword search Search on the Knowledge tab suggests the three most popular keyword searches performed on the Knowledge tab. Suggestions are based on the channel (internal, customer, partner, or public) the reader is searching. Auto-complete title search Search on the Knowledge tab suggests up to 3 articles with matching titles. Language Settings Default Knowledge Base Language The primary language used for writing articles. It defaults to your organization's language. We recommend that your Default Knowledge Base Language and your organization's language are the same. Single or Multiple Language If you support more than one language, select Multiple Languages and choose the translation settings. For instructions, see Support a Multilingual Knowledge Base. Case Settings Allow agents to create an article from a case If this checkbox is selected, agents can create a draft article that is attached to the case when the article is published using one of the following options. Use a profile to create article PDFs By default, when a user creates an article PDF directly from a case, the PDF includes all the article fields visible to that user. If you want PDFs generated according to a different profile, for example, a profile that hides certain fields from customers, select Use a profile to create customer-ready article PDFs on cases and choose the profile that determines field visibility. Enable list of cases linked to an article Agents and Salesforce Knowledge managers can see a list of cases an article is attached to. This helps validate if the article is the right solution for a case and shows which articles are used most, without running a report. The Linked Cases related list: Share Article via URL Settings Allow agents to share articles via public URLs You can share an article that is available on a public knowledge base with a URL. In the Available Sites list, select the sites you want to allow your agents to send URLs from and add them to the Selected Sites list. Agents can then email customer service clients with a URL to link directly to the article in your public knowledge base. Answers Settings Allow agents to create an article from a reply If this checkbox is selected, members of an answers community or Chatter Answers community can convert helpful replies into articles. The article type you select determines which fields appear on the draft article. However, on all articles the Title contains the question and the Summary contains the reply. After a reply is promoted to an article, the original reply has a status message indicating its association with the draft article. When the article is published, the message on the reply includes a link to the article. Chatter Questions Settings Display relevant articles as users ask questions in Chatter (also applies to communities with Chatter) Shows similar questions and relevant Salesforce Knowledge articles when a user enters a question in the Search field. Knowledge Statistics Settings Enable thumbs up or down voting for article With this option, the article VoteStat report (which by default only contains totals for star ratings) includes totals for the thumbs up or down ratings.