Create a Knowledge Base with Salesforce Knowledge

Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports.

Experienced service reps and internal writers write the articles. They can also draft articles directly from records, such as cases, incidents, or work orders with generative AI. See Einstein Knowledge Creation. The articles are then published and can be used internally or externally in a range of channels. You can publish articles in customer and partner sites and public websites or share articles in social posts and emails. Control where and what information is published or shared based on the article page layouts, user profiles, actions, and other settings.

You can use Knowledge in both Salesforce Classic and Lightning Experience. Orgs new to Knowledge use Lightning Knowledge, which is generally available. If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge.

Note Enabling Lightning Knowledge changes your org's data model to use record types rather than article types. After you enable Lightning Knowledge, you can't disable it. Before enabling Lightning Knowledge, orgs with multiple articles types require data migration to consolidate article types. Test in a sandbox or trial org before enabling in production.

• Salesforce Knowledge Help and Resources
  Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.
• Compare Lightning Knowledge with Classic Knowledge
  Review the differences between Knowledge in Salesforce Classic and Knowledge in Lightning Experience.
• Knowledge Limitations in the Salesforce Mobile App
  Knowledge articles are available in the Salesforce apps for Android version 8.0 or later and iOS, version 10.0 or later. Learn what's different or not available in the app.
• Build Your Knowledge Base in Lightning Experience
  Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects.
• Build Your Knowledge Base in Salesforce Classic
  Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.
• Further Setup for Salesforce Knowledge
  It’s time to keep building your knowledge base. You can add workflows and approvals, track field history, and add validation rules.
• Import External Content into Salesforce Knowledge
  Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.
• Improve the Knowledge Article Search Experience
  To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.
• Use the Enterprise Knowledge Component
  The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform ‌format, regardless of its origin or type.
• Use Salesforce Standard Knowledge
  Search for articles in Salesforce Classic or Lightning Experience. Get the most from your articles by sharing them in the case feed and using the Knowledge component.
• Manage Articles and Content with Salesforce Knowledge
  Create and manage your company information and securely share it when and where it’s needed. Learn how to draft, publish, translate, and manage Knowledge articles.
• Reuse Content Across Articles with Knowledge Blocks
  Knowledge Blocks are modular pieces of content like a legal disclaimer, company address, or a set of standard steps that you author once and insert into multiple Knowledge articles. Publishing an update to a block can automatically update every article that uses it, so shared content stays consistent without manual edits to each article. Blocks are most valuable when the same verified content must appear in several articles and stay in sync across all of them.
• Knowledge Similarity
  When your authors write, review, or draft a knowledge article—manually or with AI—they can check for existing articles that cover similar content. Authors can reuse or update an existing article instead of creating a duplicate, which keeps your knowledge base consistent, accurate, and easier to maintain.
• Organize Articles and Improve Navigation with Knowledge Maps (Generally Available)
  Knowledge Maps organize your articles in a hierarchical structure, making it easier for users to discover and navigate content while maintaining a consistent and well-structured knowledge base.
• Gather Feedback on Knowledge Articles with Knowledge Feedback
  By using Knowledge Feedback, you can collect feedback on Knowledge articles and assign each feedback response to the appropriate people or groups to act on the feedback. You can collect feedback from users on articles within the org or through Experience Cloud. Each user can give more than one feedback response.
• Support Knowledge Articles in Multiple Languages
  Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor.
• Create Data Categories for Articles, Answers, and Ideas
  Data categories are used in Salesforce to organize and control access to groups of information. Data categories are used in Salesforce Knowledge, Ideas, Answers, and Chatter Answers.
• Sharing for Lightning Knowledge
  Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules.