Ensuring that the content in your articles is accurate and helpful is foundational to getting accurate information to those who need it most. Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you additional control over the content and publication of your articles.
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.
User Permissions Needed
To view workflow rules and approval processes:
“View Setup and Configuration”
To create or change workflow rules and approval processes:
Creating workflow rules and approval processes lets your organization automate many of the tasks involved with managing its knowledge base. When implementing Salesforce Knowledge, you can create workflow rules and approval processes for some or all the article types used by your organization.
Workflow rules let you create email alerts, update fields, or send outbound API messages when an article meets certain criteria. For example, you could create a workflow rule that sends an email alert to the article owner when a new article is created from a case. Tasks are not supported by article type workflow.
Approval processes automate the approval of articles. When implemented with Salesforce Knowledge, approval processes give you additional control over the content of your articles and the process used to approve them. For example, you can create a process that requires legal and management teams to approve articles containing sensitive information.
Provide a name, unique name, and description for the process.
Specify criteria for entering the process.
For example, you could specify that if the article is published on a public site it requires approval: Visible on public site equals True.
Specify approvers for the process.
Let the submitter choose the approver manually. (default)
Prompts the user to select the next approver.
Automatically assign an approver using a standard or custom hierarchy field.
Assigns the approval request to the user in the field displayed next to this option. You select this field when you configure the approval process.
Automatically assign to a queue.
Available only for objects that support queues. Assigns approval requests to a queue.
Automatically assign to approver(s).
Assigns the approval request to one or more specific users, specific queues, or users related to the submitted record. You can add up to 25 per step.
Select the email template that the process uses to notify approvers.
When an approval process assigns an approval request to a user, Salesforce automatically sends the user an approval request email. The email contains a link to the approval page in Salesforce, where the agent can approve or reject the request and add comments.
Configure the approval request page layout.
The approver approves or rejects the article from this page. You can add as many fields to this page as you think your agents need to reasonably assess an article's content. For example, you might choose to include information such as a summary of the article's content, the product discussed, and the author's name.
Specify which users are allowed to submit articles for approval.
For example, for articles that require editing before approval, you could create a public group containing editors, and then specify that only members of that group can submit articles for approval.
Activate the approval process.
When an approval process is associated with an article type, agents with the “Manage Articles” permission might see both the Publish... and Submit for Approval buttons from an article's detail page. Which buttons they see is determined by both permissions and article actions. These agents can publish an article without submitting it for approval. To limit this ability to certain users, assign the “Publish Articles” article action to a select group of users instead of giving it to all users with the “Manage Articles” permission. The ability to publish articles without prior approval is governed by an approval process that is specific to each user’s public group.
Keep the following in mind when creating approval processes for article types.
Adding an approval process to an article type lets your organization ensure that the required reviewers approve the article before it's published. When an approval process is enabled for an article's article type, the Approval History related list displays on the article details page.
When creating an approval process, change the final approval action to “Unlock the record for editing” to allow agents to publish the article.
Articles aren't published automatically at the end of an approval process. Agents must click Publish... to make the article available in the publishing channels.
When an approval process is associated with an article type, agents with the “Manage Articles” permission might see both the Publish... and the Submit for Approval buttons on an article's detail page. (Which buttons they see is determined by both permissions and article actions). These agents can publish an article without submitting it for approval. To prevent this from affecting many users, assign the “Publish Articles” article action to a limited group of users instead of giving it to all users with the “Manage Articles” permission. For more information, see Assign Article Actions to Public Groups. You still need to make sure that the users with direct publishing capability know which articles need approval before publication.
Article approvers require the “Manage Articles” permission and at least the “Read” permission on the article type associated with articles they review. These permissions let them access the article in a draft state. Without these permissions, approvers can reassign but not approve articles.
Workflow rules and approval processes apply to the “Draft to Publication” portion of the article publishing cycle. Workflow rules aren’t available for archiving. Approval processes aren’t available for translation or archiving.
When an article is published from the edit page, the article is first saved and then published. Workflow rules apply to the saved draft article but not the published article.
A user who only has read access to an article type can publish a draft article of that type if there is an approval process associated to the article type and the approval process is complete (all the approvers have approved) but the article has not been published.