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            Knowledge Settings

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            Knowledge Settings

            From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.

            To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit.

            Feature or Option Description
            General Settings
            Allow support reps to create and edit articles from the Article or Knowledge tab Enables support reps to edit articles without going to the Article Management tab. Support reps can click Edit to open the article edit page. If a published version of the article exists, they can view the published version or edit the current version. If a draft version exists, they can continue with editing the existing draft, but must carefully review the draft so that they don’t overwrite unpublished changes. This setting applies to Knowledge only in Salesforce Classic.
            Activate Validation Status field Adds a Validation Status field to all Salesforce Knowledge articles. Support reps can select values to show whether the content of the article has been validated or not.
            Allow support reps to add external multimedia content to HTML in the standard editor Allows <iframe> elements in the standard editor to embed multimedia content from the Dailymotion, Vimeo, and YouTube websites. Support reps can simply cut and paste <iframe> HTML into the editor.
            Enable Lightning Knowledge Enables Lightning Knowledge. After you enable Lightning Knowledge, you can’t disable it.
            Article Summaries
            Show article summaries in article list views For each channel, decide whether an article's summary details display beneath the article’s title in search results.
            Knowledge One
            Switch from the Articles tab to the Knowledge tab To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their profiles.
            Suggest related articles on cases

            In the Knowledge tab, Search suggests articles based on content similarity and links to similar cases. If no article links to a similar case, you'll receive suggested articles with similar titles or common keywords in admin-selected case fields. Suggested articles are available in the Salesforce Console for Service and your portals when you view existing or new cases. If the suggested articles aren't relevant, the user working the case can search with specific keywords, which can result in different article results. 

            The list of suggested Knowledge Articles are stored in a cache that updates periodically. If you're not receiving relevant Knowledge Articles, try again later.

            By default, the Subject field is selected. Choose up to five of the available short text fields that include a description of the issue, the affected product, or the case topic. We recommend choosing short text fields to return more relevant results. Only the first 255 characters of the content from all admin-selected fields are searched.
            Highlight relevant article text within search results In the Knowledge tab, Search generates a snippet of the relevant article text with the search terms bolded.
            Auto-complete keyword search In the Knowledge tab, Search suggests the three most popular keyword searches performed on the Knowledge tab. Suggestions are based on the channel (internal, customer, partner, or public) the reader is searching. Keyword search history is refreshed one time a day.
            Auto-complete title search Search on the Knowledge tab suggests up to three articles with matching titles.
            Language Settings
            Default Knowledge Base Language The primary language used for writing articles. It defaults to your organization's language. We recommend that your Default Knowledge Base Language and your organization's language are the same.
            Single or Multiple Language If you support more than one language, select Multiple Languages and choose the translation settings. If you enable multiple languages, you can’t revert to a single language knowledge base.
            Case Settings
            Allow support reps to create an article from a case

            This setting applies to Knowledge only in Salesforce Classic. When this option is selected, support reps can create a draft article that is attached to the case when the article is published using one of the following options.

            • Create articles using the simple editor only when closing cases.
            • Create articles using the standard editor anytime a support rep creates an article. Make sure that users have Manage Articles, Read, and Create permissions. Designate the following:
              • The default article type from the dropdown list.
              • For articles created when closing a case, assign the article to a user.
              • Help support reps create articles fast by selecting an Apex class that pre-populates fields on the draft. By default, the Title field in all draft articles contains the case subject. If you enable this option, click Layout Properties on each case-close page layout, and select Enable submissions during case close and Submit Articles.
            Use a profile to create article PDFs By default, when a user creates an article PDF directly from a case, the PDF includes all the article fields visible to that user. If you want PDFs generated according to a different profile, for example, a profile that hides certain fields from customers, select Use a profile to create customer-ready article PDFs on cases, and choose the profile that determines field visibility. This setting applies to Knowledge only in Salesforce Classic.
            Enable list of cases linked to an article

            Support reps and Salesforce Knowledge managers can see a list of cases an article is attached to. This view helps validate that the article is the right solution for a case and shows which articles are used most, without running a report. The Linked Cases related list

            • Is visible on the detail or preview page of any article that has been published at least one time.
            • shows a maximum of 200 cases.
            • is sorted in descending order by the date the article was linked to the case. The sort order can’t be changed.
            • doesn’t appear on archived articles or a translation’s edit and detail pages.
            • doesn’t appear for external users such as portal or Experience Cloud users or on the Salesforce app.
            Share Article via URL Settings
            Allow support reps to share articles via public URLs You can share an article that is available on a public knowledge base with a URL. In the Available Sites list, select the sites you want to allow your support reps to send URLs from and add them to the Selected Sites list. Support reps can then email customer service clients with a URL to link directly to the article in your public knowledge base.
            Answers Settings
            Allow support reps to create an article from a reply When this option is selected, members of an answers site or Chatter Answers site can convert helpful replies into articles. The article type you select determines which fields appear on the draft article. However, on all articles the Title contains the question and the Summary contains the reply. After a reply is promoted to an article, the original reply has a status message indicating its association with the draft article. When the article is published, the message on the reply includes a link to the article.
            Chatter Questions Settings
            Display relevant articles as users ask questions in Chatter (also applies to Experience Cloud sites with Chatter) Shows similar questions and relevant Salesforce Knowledge articles when a user enters a question in the Search field.
            Knowledge Statistics Settings
            Enable thumbs up or down voting for article With this option, the article VoteStat report (which by default only contains totals for star ratings) includes totals for the thumbs up or down ratings.

            See Also

             
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