Salesforce Knowledge

Clone Knowledge Article AppExchange Component by Salesforce Labs

#1MinuteTip Clone Knowledge Article AppExchange Component lets you create templates and clone them to quick-start Knowledge Article creation! It offers great cloning functionality for Knowledge Articles. Now you can create a collection of templates to allow for quick starting the Article curation process and easily clone articles to maintain the data and make minor changes.

Clone Knowledge Article AppExchange Component

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Add Alt Text to Images in Lightning Knowledge

#1MinuteTip #SalesforceSpring21 Screen readers now can show alt text captions to describe images in Knowledge articles. Previously, this functionality was available in Salesforce for Classic Knowledge. The functionality is now also available in Lightning Experience.

Image Alt Text Lightning Knowledge

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Step By Step Guide to Importing Articles in Salesforce Knowledge

If you are implementing Salesforce Knowledge, one of the things that you may want to do is to import knowledge articles rather than creating it one by one in Salesforce. Importing knowledge articles is different than importing records in a standard/custom object using a data loader tool and is a bit tricky. But don’t worry. Now, here is a step by step guide to walk you through the entire process and make it a breeze.

Import Articles Tool

Import Articles is a tool provided by Salesforce which you can use to import articles to Salesforce Knowledge base. It’s a declarative, no-code, simple-to-use tool. Before you can import Knowledge Base, you must first create a .csv file, a .properties file, and then a zip file. It also gives you sample .csv and .properties files to view the file structure and prepare your files accordingly.

There are two ways in which you can import articles to Salesforce Knowledge:

  1. Import Articles Only
  2. Import Articles with Translations
Import Articles Only

If you have Knowledge set up in only one language then you can use this option. Create the files as specified in sample file and then import the zip file to bring articles in. There is no need to define Master Language for articles in this case.

Import Articles with Translations

If you have multilingual Knowledge base, then you need to use this option. There are separate sample files provided for this. When creating .csv file, you need to specify the Master Language. Enter article details in master language first in a row followed by all the subsequent translations. Import fails if Master Language is not specified.

In this step-by-step guide, that should take between 30-45 minutes for you to follow, we will cover how to:

  • Create CSV File
  • Create Properties File
  • Create Zip File
  • Import Zip File
  • Monitor Article Import Queue
  • Refer Article Import Log
  • Review Imported Article
  • Import Article with Translations

NOTE: Certain sections of the guide will appear as locked in the free preview. You can download the unlocked version of the guide in PDF format by subscribing to our “All Access” Pass through the link below.

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Get Download Access to this & 150+ More Step-by-Step Guides with “All Access” Pass. A simple and single plan to access our entire library of courses, guides, workshops & masterclasses on Salesforce.

References & Useful URLs

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Salesforce Knowledge – A Step By Step Guide to Getting Started

Salesforce Knowledge - A Step By Step Guide To Getting Started

With Salesforce Knowledge, you can give your service agents, customers, partners and website visitors the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed.

By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions. Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud and is available for an additonal cost in other editions

It is based on Knowledge-Centered Service (KCS) methodology. It is KCS v6 verified. Maintaining a Knowledge base is a continuous process. It involves stages such as Capture, Structure, Reuse and Improve.

Salesforce Knowledge also lets you
  • Import existing Knowledge Base/ Content in Salesforce using Import Articles tool
  • Approve articles before publishing 
  • Improve article search with various features such as synonyms, promoted search terms, topics, Case keywords etc.
  • Translate articles in multiple languages 

Lastly, if you have been using Knowledge for a while in Salesforce Classic then you can use Lightning Knowledge Migration Tool to convert your Classic Knowledge articles into Lightning.

Salesforce Knowledge in itself is a vast topic. This was just a summary of what Knowledge can do. For the purpose of this blog post here’s what we’ll be covering in this step by step guide. After going through it, you will learn how to:

  • Enable Knowledge
  • Configure Knowledge Settings
  • Create Data Categories
  • Customize Knowledge Object
  • Create Knowledge Articles
  • Publish Knowledge Articles
  • Grant Users Access to Knowledge Articles
  • View Relevant Knowledge Articles On Cases 
  • Create New Version of Knowledge Articles
  • Archive Knowledge Articles
  • Knowledge Reports & Dashboards

Use this step by step guide to learn how to configure and use Salesforce Knowledge in less than 45 minutes and add yet another Salesforce skill to your arsenal

NOTE: Certain sections of the guide will appear as locked in the free preview. You can download the unlocked version of the guide in PDF format by subscribing to our “All Access” Pass through the link below.

Not an “All Access” Pass Member Yet?

Get Download Access to this & 150+ More Step-by-Step Guides with “All Access” Pass. A simple and single plan to access our entire library of courses, guides, workshops & masterclasses on Salesforce.

Once you have implemented Salesforce Knowledge, you may also want to import articles rather than creating it manually in Salesforce. Importing knowledge articles is not as staightforward as importing records in standard/custom objects. But don’t worry. I have you covered there also with my another blog post Step By Step Guide to Importing Articles in Salesforce Knowledge

And if you would also like to know how to surface Knowledge articles in Communities, here is another step by step guide on how to get started with Salesforce Communities from Scratch

References & Useful URLs

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