Salesforce Knowledge Part-2

Enable Salesforce Knowledge: 

After creating at least one article type we are ready to enable knowledge.

Go to Setup, click Customize > Knowledge > Settings

Confirm the message that says "you want to enable knowledge" now proceed to general settings section, this section  allows users to create, edit articles, and add external media. Select whichever applies. We don’t have customer portal or partner portal so select internal app option from article summaries section. Knowledge one allows you the ability to search articles in the knowledge search bar. You define the criteria for the article search result for example- do you want salesforce to suggest you articles based on the case content or do you want to highlight the text in search result etc. 

1-2-3 SFDC would like to keep articles in English, so we will select single language under language settings. We want users to create articles from the cases and specify the default article type as product manual. Select whichever apply applies under case settings. We are leaving the Article URL settings and Answer settings untouched.

Create a New Profile for Knowledge Users:

Go to New Profile and select Standard User as existing profile. Give Profile Name as Knowledge Manager.

Object Settings: Enable the article types that you created “FAQ” and “Product Manual” and give CRED permissions to the knowledge manager.

System Permissions: Manage Data Categories, Manage Synonyms

Assign the Profile

Kate Hudson is the knowledge manager in 1-2-3 SFDC Org. Create a knowledge manager role and assign it in the role hierarchy. Once the role is created assign the knowledge manager profile to Kate Hudson. 

Settings are all done. Now we will make sure that we have all the tabs in the APP.

Enable Tabs in the App:

In SFDC 1-2-3 Knowledge Tab will be mainly used by our call center department so we will enable this tab for our call center app.

Go to Setup-> create-> Apps edit the call center app. Currently our org is using solutions until the knowledge was enabled, so remove solutions from the selected tabs list and add knowledge and Article Management. Adjust the position of the tab using up and down arrow.

Overwrite users personal custom app customization: Select this option if you want the changes to be effective for all the users using this app. Since we have changed knowledge from solutions we will check mark this box.

Add Articles related list to the Case Page layout:

We want to track related articles on cases. So let’s add articles to the case page layout.

Go to setup-> Cases-> Page layout. 

Add related list to the applicable case page layouts. 

Data Categories:

Do not confuse Articles types as categories for data, article types is the input format for the users to create articles, ultimately all the articles will fall in one directory. It will be very difficult for a user to search an article in the entire knowledge base. It is very important to create category groups or set of categories for our articles known as Data Categories which is also known as drop down menus.

Let us study Data Categories and the remaining steps of knowledge implementation in our next post -Salesforce Knowledge Part-3