Introduction to Salesforce Lightning Knowledge
Salesforce Knowledge gives you the power to create a comprehensive knowledge domain (KB) inside Salesforce to service your internal agents, partners, and customers. A knowledge domain is just a set of articles with relevant information about your products and services, to encourage a self-service model for your customers to unravel their own queries, which results in case deflection (and as a result, hiring fewer service agents, and increasing customer satisfaction).
As you almost certainly know, Salesforce Lightning has “struck” almost everywhere, and Salesforce Knowledge is not any exception. Lightning Knowledge may be a major reworking of the Classic Knowledge features and is quite just a change in UI. This blog introduces you to the fundamentals of Lightning Knowledge so you’ll plan your roll-out and know some things to expect whether you’re migrating from Classic or rolling things out for the primary time!
- Lightning Knowledge Migrations from Classic Knowledge
If you’re currently using Classic knowledge, this text will definitely assist you plan out and organize your Lightning Knowledge setup. However, there are a couple of more considerations that you simply got to remember of if you’re migrating to Lightning Knowledge and not just implementing it fresh. These details transcend the scope of this post, but if you’re curious about a Lightning Knowledge Migration, Internet Creations can help get you started.
The licensing requirements for Knowledge are hooked in to the edition of Salesforce you’re on and which clouds you’ve got . For Essentials and Unlimited editions, Lightning Knowledge is out there as a neighborhood of Service Cloud for no additional cost. For Professional, Enterprise, Performance, and Developer editions, Lightning Knowledge does have a further cost associated. Contact your Salesforce account representative for more information on pricing.
- Access Considerations
The Lightning Knowledge data model is extremely different from the Classic Knowledge data model, therefore the access is additionally fairly different. In Lightning Knowledge, all articles are on one Salesforce object called Knowledge (Knowledge__kav) by default (you can actually rename if you would like , not just relabel!)
Different article types are kept as Record Types, like all other Salesforce objects. for instance, you’ll have an FAQ record type, a Troubleshooting record type, and a News record type for the various sorts of content you would like to arrange.
Since everything works sort of a normal Salesforce object, access is given in much an equivalent way. Users can read, create, edit, and delete articles supported their Knowledge object permissions. the most thing that gets tricky are the special Lightning Knowledge User Permissions that primarily specialise in Publishing, Archiving, and Translating draft article versions. For an in depth breakdown of those permissions, Salesforce Help features a great table summarizing the permissions and their purposes.
Here are the top 10 maintenance activities you can do to keep your documentation in shape:
- Define Article Types
- Define Target Audience
- Draft, Publish, Archive
- Edit and Update
- Like, Post, Share
- Manage Permissions
- Integrate Search
- Link Articles to Cases
- Enable Feedback on Articles
- Enable Multilingual Functionality
These are the rudiments of Salesforce Knowledge the executives you can do all alone. There’s significantly more. That includes Knowledge base cleaning, executing unified inquiry, and synchronizing Knowledge with Support Cloud.