Salesforce Knowledge

#SalesforceWinter24 – Knowledge Article Personalization

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#1MinuteTip #SalesforceWinter24 With Article Personalization, you can create custom visibility rules that hide or show fields based on the user, user permissions, and record.

Salesforce admins customize knowledge articles by controlling which parts of an article are shown or hidden from specific audiences. Service agents interacting with the content find answers faster because they see only what they need to see.

Product Area: Salesforce Knowledge

Knowledge Article Personalization

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#SalesforceWinter24 – New Lightning Article Editor for Salesforce Knowledge

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#1MinuteTip #SalesforceWinter24 Unlock a richer and more user-friendly experience with the new Lightning Article Editor.

With the Lightning Article Editor, you can:

  • Boost author productivity with accessible content formatting capabilities and advanced table editing.
  • Size the editor to your liking to author articles more effectively and to better understand how articles look to readers.
  • Copy and paste content seamlessly from external sources, such as Google Docs or websites, while maintaining the look and feel of the source content.
  • Ensure your articles follow W3C accessibility standards using a built-in accessibility checker tool.

Product Area: Salesforce Knowledge

To enable the Lightning Article Editor go to Release Updates in Setup, find the update, and get started.

Enable Lightning Article Editor for Salesforce Knowledge

After you enable the release update, the new Lightning Article Editor replaces the old Knowledge editor.

New Lightning Article Editor

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Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

#SalesforceSpring23 – Get Actionable Knowledge Insights

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#1MinuteTip #SalesforceSpring23 Get insights on how to better serve your customers with the right content at the right time using out-of-the-box Knowledge reports and dashboards for CRM Analytics. Monitor how your published knowledge articles are performing, which internal articles are candidates for publishing externally, and who your top Knowledge contributors are.

Product Area: Service Cloud -> Knowledge

Get Knowledge Insights with Dashboard Pack

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Want to Receive these Tips in your Inbox?

Finding it overwhelming to keep pace with Salesforce’s new release features? Try our “1 Day 1 Tip 1 Minute” emails, where you are going to get 1 tip every day that won’t take more than a minute to read. To find out more and subscribe please click here.

#SalesforceSummer22 – Deflect Cases with Einstein Article Recommendations

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#1MinuteTip #SalesforceSummer22 Integrate the power and flexibility of Flow Builder with Einstein Article Recommendations. Enable smart email auto-response to quickly answer customer questions and deflect cases with knowledge articles.

To add article recommendations to your flow, select Create Article Recommendations from the Action menu in Flow Builder.

Salesforce Deflect Cases with Einstein Article Recommendations

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#SalesforceSpring22 – Work More Efficiently with Knowledge Search Filters

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#1MinuteTip #SalesforceSpring22 Knowledge search filters in Salesforce (from the global search box or Knowledge sidebar), now persists as long as the user stays in the same browser tab and session.

The filters are also synchronized between the search box and sidebar. If the user refreshes the browser, opens a new browser tab, or ends the session, search resets the filters to the defaults.

Knowledge Search Filters in Salesforce

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