Search Articles and External Sources on the Knowledge Tab | Salesforce
Search Articles and External Sources on the Knowledge Tab
Use federated search to search all your resources at once.
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 articles:
“Read” on the article type
To create articles:
“Read” and “Create” on the article type
To edit draft articles:
“Read” and “Edit” on the article type
To edit published or archived articles:
“Create,” “Read,” and “Edit” on the article type
To delete a draft, published, or archived article:
”Read,” “Edit,” and “Delete” on the article type
To create and edit external data sources:
Enter your search terms in the Search box.
You can use search wildcards and operators in your search terms. If your organization has any auto-complete options enabled, you can select from the suggestions.
In the auto-complete drop-down, article titles have a paper icon while the keywords have a magnifying glass icon.
Click the search icon or press Enter on your keyboard.
Optionally, select filters to refine your search results.
Depending on the source you are searching, filter by language, data category, article status, article type, and article validation. Click Reset to return all filters to their default setting.
When All is selected, you can filter by language and data category, depending on what your organization supports.
When Articles or My Draft is selected you can filter by:
Article status: Published, Draft, and Draft Translations
Language: Values depend on those supported in your organization
Data categories: Values depend on those created in your organization
Article type: Values depend on those created in your organization
Validation Status: No Filter (all articles), Not Validated (articles that are not validated), Validated (validated articles), and any other values supported in your organization such as in review.
When an external source is selected, there are no filters and the general article information displayed is controlled by your external object search layout.
For articles, you can sort by:
Title: A to Z
Title: Z to A
View information by clicking the article or external source title. Below the title you can find general article information such as: new article indication, article number, article type, validation status, last published date, article view comparison, and article rating comparison.
Use the drop-down by each article to follow or unfollow, edit, publish, and delete an article, depending on your permissions.
Promote Articles in Search Results Associate keywords with articles to optimize search results in Salesforce Knowledge. Users who search for these keywords see the article first in their search results. Promoted search terms are useful for promoting an article that you know is commonly used to resolve a support issue when a user’s search contains certain keywords.
Article Search Results How search works for articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results.