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            Map Knowledge Articles

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            Map Knowledge Articles

            Incorporate knowledge articles into your service process to make information instantly available to the requestor, effectively encouraging self-service.

            Required Editions

            These articles are a proactive self-service tool integrated directly into the submission experience. As a service process designer, you select relevant articles from a knowledge base to suggest to the requestor, offering an easier alternative to logging a new Service Request or Case. This availability of knowledge encourages the requestor to resolve their own issue rather than requiring agent involvement for a routine task. See Enable Salesforce Knowledge in Financial Services Client Portal.

            1. In the Unified Catalog app, select the service process you want to add knowledge articles to.
            2. On the Knowledge Articles tab, click Add Knowledge Articles.
            3. On the Select Knowledge Articles page, select one or more articles to add to your service process. Click Continue to return to the Knowledge Articles page.
            4. To edit a knowledge article, click the Open Editor button for the article to open the detail page and edit.
            5. Save the Knowledge Article page.
             
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            Salesforce Help | Article