You are here:
Create Public Groups for Knowledge
Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.
Required Editions
| Available in Salesforce Classic. View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or edit a public group: | Manage Users |
| To create or edit another user’s personal group: | Manage Users |
For example, when a member of the Candidate public group submits an article with the status Work in Progress for approval, it is automatically approved and published. If the same service rep submits an article with Validated Internal status, it moves to the Publishing External queue to be reviewed before being published.
- From Setup, enter Public Groups in the Quick Find box, then select Public Groups.
- Click New, or click Edit next to the group you want to edit.
-
Enter the following information:
Field Description Label The name used to refer to the group in any user interface pages. Group Name (public groups only) The unique name used by the API and managed packages. Grant Access Using Hierarchies (public groups only) To allow automatic access to records using your role hierarchies, select Grant Access Using Hierarchies. When selected, any records shared with users in this group are also shared with users higher in the hierarchy.
Deselect Grant Access Using Hierarchies if you're creating a public group with All Internal Users as members, which optimizes performance for sharing records with groups.
If Grant Access Using Hierarchies is deselected, users that are higher in the role hierarchy don't receive automatic access. However, some users can still access records they don't own. Examples of such users include users with the View All Records and Modify All Records object permissions and the View All Data and Modify All Data system permissions.
Search From the Search dropdown, select the type of member to add. If you don't see the member you want to add, enter keywords in the search box and click Find.
For account owners to see child records owned by high-volume Experience Cloud site users, they must be members of any share groups with access to the site users' data.
Selected Members Select members from the Available Members box, and click Add to add them to the group. Selected Delegated Groups In this list, specify any delegated administration groups whose members can add or remove members from this public group. Select groups from the Available Delegated Groups box, and then click Add. This list appears only in public groups. -
Click Save.
Note When you edit groups, sharing rules are automatically reevaluated to add or remove access as needed. If these changes affect too many records at once, a message appears warning that the sharing rules aren’t automatically reevaluated, and you must manually recalculate them.
Now assign only the necessary actions to your groups so the selected members can perform their tasks while keeping the integrity of your knowledge base.
