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            Enable Salesforce Knowledge in Your Experience Cloud Site

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            Enable Salesforce Knowledge in Your Experience Cloud Site

            Enable Salesforce Knowledge to quickly get articles to your customers and agents in an Experience Cloud site. Knowledge articles provide accurate information to customers when and where they need it.

            Required Editions

            Available in: Salesforce Classic and Lightning Experience
            Experience Cloud sites are available in: Enterprise, Performance, Unlimited, and Developer Editions. The Help Center template is available in Essentials Edition.

            Salesforce Knowledge is available in: Performance and Developer Editions and in Unlimited Edition with the Service Cloud.

            Salesforce Knowledge is available for an additional cost in Enterprise and Unlimited Edition.

            Applies to: LWR, Aura, and Visualforce sites
            User Permissions Needed
            To customize an Experience Cloud site:
            • Be a member of the site AND Create and Set Up Experiences
            • OR
            • Be a member of the site AND an experience admin, publisher, or builder in that site
            To publish an Experience Cloud site:
            • Be a member of the site AND Create and Set Up Experiences
            • OR
            • Be a member of the site AND an experience admin or publisher in that site
            To set up Salesforce Knowledge, create article types and article actions, and modify category groups assignments:
            • Customize Application
            • AND
            • Manage Salesforce Knowledge
            To assign user licenses: Manage Internal Users
            To create data categories: Manage Data Categories
            Note
            Note
            • Your Salesforce org needs at least one Salesforce Knowledge license to enable and set up Salesforce Knowledge.
            • Salesforce Tabs + Visualforce site members without the Knowledge One permission can't access Salesforce Knowledge through sites. They also can’t access Salesforce Knowledge in sites via Salesforce for Android or Salesforce for iOS.

            If you haven’t yet, check out Salesforce Knowledge. After setting up your knowledge base, either in Salesforce Classic or Lightning Experience, complete these steps to view articles in your Experience Cloud sites.

            1. Use permission sets to give users Read permissions.
              1. In Setup, enter Permission Sets in the Quick Find box, and then click Permission Sets.
              2. Give Read permission for the article types (Salesforce Knowledge in Classic) or record types (Lightning Knowledge) that you want to share with users.
              3. Give Read permissions to each guest user profile you’d like to have access to Salesforce Knowledge.
                Note
                Note There are a few reasons why a user can’t find an article: it’s deleted or archived, it doesn’t exist, it has no assigned topic, or the user doesn’t have the access to view it. When an article isn’t available, guest users are directed to a login page and logged-in users see an “Invalid Page” error.
              4. Assign the permission sets to the correct user profiles for your sites.
            2. From Setup, enter Topics for Objects in the Quick Find box, then select Topics for Objects.
              1. In Classic Knowledge, enable topics for all the article types you want to include.
              2. In Lightning Knowledge, enable topics for Knowledge.
            3. Salesforce Knowledge uses data categories to organize content. Experience Builder sites use topics. To ensure that your articles appear in search results, assign a topic to each article. You can easily map articles in your data categories to topics in a site. Follow these steps to map articles to topics automatically.
              1. In Experience Workspaces of an Aura site, click Content Management | Topics | Automatic Topic Assignment. After enabling Automatic Topic Assignment, map topics to data category groups and data categories. You can choose to add the topics to all the articles existing in data categories, and to articles added in the future. You can map your exact hierarchy from data categories to topics, up to eight levels of depth.
              2. In LWR sites, use the Knowledge components to show knowledge articles.
              3. In Salesforce Tabs + Visualforce sites, add the Knowledge tab to the available tabs in the site.
            4. In Aura sites, enable thumbs-up and thumbs-down voting on articles so you can identify helpful articles and ones that need improvement.
              1. In Experience Builder, navigate to the Article Detail page.
              2. To view and Article Content component’s properties, click it.
              3. In the property editor, select Allow voting on articles.
              4. Publish your changes.
            • Hide Fields in Lightning Knowledge Search Results
              When you display Knowledge search results in a grid layout, you can adjust the Knowledge search layout for different user profiles. Use this capability to hide some of the information that’s returned in results from different user profiles.

            See Also

             
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