Loading
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Manage Articles and Content with Salesforce Knowledge

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            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.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.
            • Authoring Actions in Lightning Knowledge
              Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.
            • Work with Articles and Translations
              The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.
            • Rich Text Fields in Knowledge Articles
              Use a range of formatting options when you create article content in custom rich text fields. Rich text fields in Knowledge use a different editor than other custom objects. The CKEditor for Knowledge articles is packed with extra features and works differently than other rich text fields. Some features are available only in Lightning Experience.
            • Create and Link to Anchors
              You can create anchors within rich text fields so that you can link from one place in an article to another. First create the anchor, then select the anchor with the link tool.
            • Smart Links to Salesforce Knowledge Articles
              Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name.
            • Insert Telephone Links into Articles
              Add telephone links to Knowledge articles to let customers ‌call support directly from Knowledge articles to get quick help.
            • Salesforce Knowledge Article Versions
              Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier.
             
            Loading
            Salesforce Help | Article