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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.
Required Editions
| Available in Salesforce Classic and Lightning Experience. View supported editions. |
- Knowledge Settings
From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers. - Knowledge Scalability
Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each of these versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the number of articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles. - Control Data Integrity with Validation Rules
Ensure that your article content is compliant with your company standards. Create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status. - Define Validation Status Picklist Values
When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review. - Modify Default Category Group Assignments for Articles
Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge - Filter Articles with Data Category Mapping
Make suggested articles more relevant when solving cases. Map case fields to data categories to filter for articles assigned to those data categories. For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list. - Flow Approvals for Lightning Knowledge
Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals. - Workflow and Approvals for Articles
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 more control over the content and publication of your articles. - Custom Fields for Articles
The first step in creating a custom field for articles is choosing the field type. - Field-Level Security on Articles
Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles. - Article History Tracking (Lightning Experience)
Track the history of certain fields in articles. If you have history tracking enabled, open an article and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. - Article History Tracking (Salesforce Classic)
You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. - Set Up Knowledge Component Actions
Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites. - Set Up Knowledge for Enhanced LWR Sites
Help your customers self-serve with Knowledge pages and components in enhanced LWR sites. - Add Table of Contents to Knowledge Article Pages
To quickly see the sections in Knowledge articles and improve navigation, add the Table of Contents (TOC) component to new and existing articles in your knowledge base. You can add the TOC only to articles in HTML format, not PDFs or other nonHTML formats. - Use Dynamic Q&A for Knowledge Articles
Dynamic Q&A lets knowledge article readers browse common questions while reading an article. It highlights the most relevant questions and answers, helping them find the information they need quickly, reducing case creation, and enhancing self-service. - Show Summaries for Knowledge Article
Knowledge Article Summary, an Einstein for Service feature, uses generative AI to provide a concise, clear overview of a knowledge article's content. This feature automatically generates and shows the summary on the article's detail page, helping you quickly understand the core content of the article. - Configure Automated Services on Knowledge Articles
Build a seamless Self-Service experience by embedding automated actions, powered by the Unified Catalog and Flow, directly into your Experience Cloud knowledge articles. This guide walks you through the entire setup process. - Agentic Portal Usage Limits and Licensing
Review the supported editions and usage limits for AI features in Agentic Portals.
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