Build Your Knowledge Base in Salesforce Classic

Important

To maintain access to Knowledge, you or your admin must run the Lightning Knowledge Migration Tool before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge.

Tip Not sure if you heard… Knowledge is available in Lightning Experience! To save yourself time and enjoy the full power of the Salesforce platform, we recommend getting started with Lightning Knowledge. Going forward, new features are available exclusively in Lightning Knowledge.

To ensure that your organization has Knowledge User licenses, from Setup, enter Company in the Quick Find box, then select Company Information. Knowledge User licenses are listed near the bottom of the page, in the Feature Licenses related list.

To ensure that you are a Salesforce Knowledge user, from your personal settings, enter Personal in the Quick Find box, then select Personal Information. The Knowledge User checkbox is in the second column of the User Detail section.

To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge. If your org doesn’t have an article type, a default article type is created.

Note If you enabled Knowledge before Spring ’16 you must create an article type first. After the Spring ‘16 release, you no longer need to create an article type first.

• Plan Your Knowledge Base in Salesforce Classic
  It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.
• Knowledge Article Types
  Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.
• Classic Knowledge User Access
  Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.
• Set Up the Knowledge One Widget
  Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case.
• Articles or Knowledge Tab
  Find out which Salesforce Knowledge tab you are using and what you can do on each.
• Example Apex for Submitting Articles from Cases
  If your organization allows customer-support reps to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles. To do so, create an Apex class and assign it to the case article type using the example below as a guide.
• Use Videos from Any Provider with a Custom Visualforce Page
  Using a custom Visualforce page and the HTML editor, you can insert videos from any provider into your Salesforce Knowledge articles.