This is based on Knowledge
, not Lightning Knowledge which is quite different.
Knowledge editors need to have an additional Feature Licence to create articles. (Apparently $600/user/year).
- Knowledge can have Data Categories, that act like faceted or drill down search.
- Data Categories are very powerful. See Data Categories
- Each Data Category can be visible by different groups of users.
- You can have different Article Types which are like a separate object in SF that can have different fields.
- Knowledge can be visible to different groups of users, based on profiles.
- Each Article Type can be visible by different groups of users.
- Each field in each Article Type can be visible by different groups of users.
- Eg public can see the basic answer.
- Community users can see the an extended answer, and download attachments
- Staff can see even more information
- Knowledge can have approval processes just like every other record in Salesforce.
- Permissions can be given to users to Publish, Archive, Edit and Delete articles
- You can have articles in multiple languages.
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- Will you have a publicly visible knowledge base?
- Do you need more than one publicly visible knowledge base?
- Will you use Chatter AnswersQuestions?
- Do you have a Partner and/or Customer PortalCommunity?
- Do you want to use Knowledge for Internal users only?
- Are there articles that only certain people should be able to see?
- Is there particular content in articles that only certain people should be able to see (eg an Advanced section or an Internal section)?
- Will you have articles in multiple languages?
- Who are the users that will read/create/edit/approve articles?
- What is your internal workflow for publishing articles?
- Will knowledge be linked to cases?
- Do you have an approval process for knowledge articles?
- Answer all the questions above.
- Sketch out how you want the knowledge articles to appear.
- Decide on how many public knowledge bases there will be.
- Decide on the fields and create the Article Types
- Test what it will look like in ALL channels - see this example - the field named Rich Text Area is not a good look.
- Create your Public Knowledge Base - see Public Knowledge for Mobile, Web and FacebookKnowledge on Communities
- Enable Chatter on Articles (for internal use https://success.salesforce.com/answers?id=90630000000h0GpAAI)
- Assigning Categories takes too many clicks (which is a good reason as to why there is only 3 Data Category Groups available).
- You can't create Categories on the fly.
- You have to assign Categories at their lowest level.
- You have to think about EVERY aspect of visibility every time you create a knowledge article.
- You can't clone Knowledge Articles. (Annoying!)
Rich Text Area Editor
- See https://help.salesforce.com/HTViewHelpDoc?id=fields_using_rich_text_area.htm&language=en_US - this is IMPORTANT to know about ALL The limitation before you create your knowledge base.
- Also see https://help.salesforce.com/HTViewHelpDoc?id=fields_using_html_editor.htm&language=en_US
- Grrr! There are NO Keyboard shortcuts for headings, bullets, numbering etc
- You CAN edit the source.
- You CAN insert multimedia Content
- Keep your content structure simple use only
- Use Relative Hyperlinks to other Knowledge articles (see Smart Links below).
- PDF attachments of honour permissions on fields. Say you have a field that only Internal users can see - here is an article explaining this. http://help.salesforce.com/HTViewHelpDoc?id=cases_send_articles.htm&language=en_US. Create a new profile that is used for this purpose and ensure that this profile does not have access to the fields that should not be emailed.
- The PDF's don't look that great. See Example Attached. (Although does this post say that it can be customised? https://help.salesforce.com/HTViewHelpDoc?id=cases_send_articles.htm&language=en_US)
- Images from external URLs don't appear in the PDF. But I guess that is the same as regular SF emails. You will have to upload the images to the Rich Text Area
- Attachments on the knowledge article are of no use when emailing. Possibly, rather than using attachments, add the files to Content (see Files, Content, Attachments etc.), and add them into the body of the knowledge article as hyperlinks.
- In Case Feeds for Service Cloud there is an option to email a link to the article. I would prefer that as an option. It does not seem to be in regular Case Feeds though.
Public Knowledge Base
Creating Knowledge Articles