Salesforce Advance Administrator Notes (Knowledge management)

Knowledge management

Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. Salesforce Knowledge provides the following features and tasks to help you efficiently manage your knowledge base and its users:

Using Article Types

Article types are custom containers for your articles. Every article belongs to a type that determines its content and structure. Administrators define article types by

  • Creating custom fields to capture article data,
  • Grouping or reorganizing the fields as needed on the layout, and
  • Choosing an article-type template. Salesforce provides two standard article-type templates, Tab and Table of Contents, and you can use Visualforce to create custom templates.

Data Categories for Articles

Data categories classify articles in Salesforce Knowledge. This classification helps users find articles and allows administrators to control article visibility. When end users are searching for published articles in any channel—Internal App, Customer, Partner, or Public Knowledge Base—they can use the categories to help locate information.

Managing Articles

On the Article Management tab, article managers can create new articles as well as find and manage existing articles in any phase of the knowledge life cycle:

  1. Create and save a new article.
  2. Reassign the article to an editor, translator, reviewer, or any other collaborator as needed. That person can reassign the article as many times as necessary until the content is ready for publication. If an approval process is set up for the article type, you or the person you reassign to submits the article for approval. The article is routed to the appropriate approver or set of approvers, who either approve or reject it.
  3. Publishthe completed draft to one or more channels, depending on the audiences you’ve configured: the Articles tab in yourSalesforce organization, a customer portal, a partner portal, or a public knowledge base. You can schedule the article to be published on a future date.
  4. Update the article as needed. When modifying a published article, you can either remove it from publication so that the original is no longer visible to users, or leave the original published and work on a copy until you’re ready to replace the original with your update.
  5. Archivethe article when it is obsolete to remove it from publication. As with publishing an article, you can archive immediately or on a future date.
  6. Delete the article as needed, or turn it into a draft and begin a new publishing cycle.

Supporting Multiple Languages

Multiple languages for Salesforce Knowledge lets an administrator selects your language settings.

Two translation methods are available: translating articles in-house using the editing tool in the knowledge base, or sending articles to a localization vendor.

You can’t remove a language once it is added.

Using Articles to Solve Cases

Salesforce Knowledge and cases combine to provide a powerful customer support tool. We can search the knowledge base directly from a case and attach related articles to the case for convenient reference. When closing a case, support agents can easily create a new article to capture important information and help solve future cases more quickly.

Searching for Articles

Finding articles in Salesforce Knowledge is quick and easy. Enter a search term on the Articles tab to initiate a full-text search of the knowledge base and narrow your search by selecting specific article types and categories. You can filter search results by language, validation status, and category and sort the list view according to several criteria such as highest-rated or most-viewed.

  • Suggest articles for cases considering case content (Beta)
  • Auto-complete keyword search
  • Auto-complete title search

Rating Articles

Internal app, Customer Portal, and partner portal users can rate articles on a scale of 1 to 5 stars and view the average rating for an article. Average ratings are not static. Every 15 days, if an article has not received a new vote, its average moves up or down according to a half-life calculation. Articles without recent votes trend towards an average rating of 3 stars




Knowledge Articles vs Solutions

  1. Using Knowledge Base requires separate licensing, while Solutions are natively available with the licenses
    2. Knowledge allows segmentation using Articles and Data Categories — i.e. you could show a different set of knowledge to your support guys than you can to your customers, and different sets of knowledge to different customers, etc. This capability is not available in Solutions.
    3. Knowledge Base comes with enhanced analytics & reporting as compared to Solutions

Salesforce Knowledge Limits

Salesforce Knowledge Limits Enterprise Edition Developer Edition Unlimited & Performance Edition
Maximum number of articles 10,000 articles
Maximum number of article types 100 article types
Maximum number of custom fields per article type 500 custom fields per article type
Maximum file fields 5 file fields
Maximum file field size File fields are counted as attachments and can be up to 25 MB.
Maximum rich text area size 32 KB
Maximum unique article references (links) in a rich text area field You can have up to 100 links to different Salesforce Knowledge articles in one rich text field.
Article history tracking Article events are tracked for up to 18 months.
Maximum number of supported languages 16 supported languages
Article import The import .zip file
Maximum number of data category groups and active data category groups 5 category groups and 3 active category groups
Maximum number of categories per data category group 100 categories in a data category group
Maximum number of levels in data category group hierarchy 5 levels in a data category group hierarchy
Maximum number of data categories from a data category group assigned to an article 8 data categories from a data category group assigned to an article

Article import

The import .zip file must meet the following requirements:

  • There can only be one .csv file and one .properties file.
  • The .csv file and the .properties file must be in the root directory.
  • The compression process must preserve the folder and subfolder structure.
  • The .zip file can’t exceed 10 MB and the uncompressed files can’t exceed 100 MB.
  • .csv files can’t have more than 10,000 rows, including the header row. Therefore, you can have a maximum of 9,999 articles and translations.
  • .csv file rows can’t exceed 400,000 characters.
  • .csv file cells can’t exceed 32 KB.
  • Each article in the .csv file can’t have more than 49 translations.

Setup Knowledge

  1. Create one or more Article types.
  2. Enable Salesforce Knowledge.
  3. Create Salesforce Knowledge users.
  4. Set up Data categories for classifying articles.
  5. Restrict article access by mapping data categories to roles.
  6. Optionally, enable multiple languages for Salesforce Knowledge.
  7. Optionally, allow case users to find, create, and send articles. Internal app channel.
  8. Optionally, enable Salesforce Knowledge in the Customer & Partner portal.
  9. Optionally, import existing content into Salesforce Public Knowledge Base or to Sites.

Salesforce Knowledge Best Practices

  • Take full advantage of multiple article types as custom containers for your articles. Organizing articles by type helps differentiate content and allows users greater flexibility when searching for articles.
  • Create synonym groups in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results. For more information see Managing Salesforce Knowledge Synonyms.
  • Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy will map to your role hierarchy. For more information, see About Category Group Visibility.
  • Create custom reports on your Salesforce Knowledge data. You can also install the Knowledge Base Dashboards and Reportsapp from the AppExchange to receive over two dozen helpful reports.
  • Multiple users can edit the same article at the same time. If that occurs, your changes may be overwritten by a colleague without warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to only edit the articles they’re assigned.
  • Know the maximum limits for articles, article types, and data categories.
  • Review your usage regularly to avoid storage shortages: from Setup, click Data ManagementStorage Usage.

 Salesforce Advance Administrator Notes



Author: AJ

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