Salesforce Knowledge Implementation

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What are article types?

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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 neededon the layout, and choosing an article-type template.

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What do article type templates do?

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The article-type template determines how the layout appears to viewers ofthe published article, and administrators can choose unique templates for different audiences and article types

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What are data categories?

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Data categories classify articles in Salesforce Knowledge. This classification helps users find articles and allows administrators tocontrol article visibility.

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How do roles control access to data categories?

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If your organization uses a role hierarchy, access to data categories is determinedby the user's role.

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What six things can you do in the article management tab?

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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 articleas many times as necessary until the content is ready for publication. If an approval process is set up for the article type, you orthe 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. Publish the 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 bepublished 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 originalis no longer visible to users, or leave the original published and work on a copy until you're ready to replace the original withyour update.

5. Archive the article when it is obsolete to remove it from publication. As with publishing an article, you can archive immediatelyor on a future date.

6. Delete the article as needed, or turn it into a draft and begin a new publishing cycle.

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How can knowledge articles be used to solve cases?

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To search the knowledge base directly from a case and attach related articles to the case for convenient reference, add the Articles related list to case page layouts. When closing a case, support agents can easily create a new article to capture important information and help solve future cases more quickly.

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What does the beta version of search spell correction do?

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When the beta version of search spell correction is enabled, the system searches and retrieves alternate spellings for English search terms.

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How does the knowledge base ensure that articles don't maintain artificially high or low ratings compared to newer, more frequently used articles?

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Every 15 days, if an article has not received a new vote, its average moves up or down accordingto a half-life calculation. This change ensures that over time, older or outdated articles don't maintain artificially high or low ratingscompared to newer, more frequently used articles. Articles without recent votes trend towards an average rating of 3 stars.

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What are archived articles?

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Archived articles were published but later removed from public visibility. Article managers can view and manage archived articleson the Article Management tab by clicking the Articles tab in the View area and choosing Archived Articles. Archived articles arenot visible in the Articles tab (in any channel) or the public knowledge base. Articles can be archived manually or automatically viaan expiration date.

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What is an article?

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Articles capture information about your company's products and services that you want to make available in your knowledge base.

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What is an article-type layout?

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An article-type layout enables administrators to create sections that organize the fields on an article, as well as choose which fields users can view and edit. One layout is available per article type. Administrators modify the layout from the article-type detail page.

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What is an article-type template?

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An article-type template specifies how the sections in the article-type layout are rendered. An article type can have a different templatefor each of its four channels. For example, if the Customer Portal channel on the FAQ article-type is assigned to the Tab template,the sections in the FAQ's layout appear as tabs when customers view an FAQ article. For the Table of Contents template, the sectionsdefined in the layout appear on a single page (with hyperlinks) when the article is viewed. Salesforce provides two standard article-typetemplates, Tab and Table of Contents. Custom templates can be created with Visualforce.

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What is a category group?

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In Salesforce Knowledge, a category group organizes data categories into a logical hierarchy. For example, to classify articles by salesregions and business units, create two category groups, Sales Regions and Business Units. The Sales Regions category group couldconsist of a geographical hierarchy, such as All Sales Regions as the top level, North America, Europe, and Asia at the second level,and so on up to five levels. When creating articles, authors assign the relevant categories to the article. End users searching for articlescan search and filter by category

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What is a channel?

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A channel refers to the medium by which an article is available. Salesforce Knowledge offers four channels where you can makearticles available.• Internal App: Salesforce users can access articles in the Articles tab depending on their role visibility. Customer: Customers can access articles if the Articles tab is available in a community or Customer Portal. Customer users inheritthe role visibility of the manager on the account. In a community, the article is only available to users with Customer Communityor Customer Community Plus licenses.• Partner: Partners can access articles if the Articles tab is available in a community or partner portal. Partner users inherit the rolevisibility of the manager on the account. In a community, the article is only available to users with Partner Community licenses.• Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base using theSample Public Knowledge Base for Salesforce Knowledge app from the AppExchange. Creating a public knowledge base requiresSites and Visualforce.• Your own website. Articles can be made available to users through your company website

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What are data categories?

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In Salesforce Knowledge, data categories are a set of criteria organized hierarchically into category groups. Articles in the knowledgebase can be classified according to multiple categories that make it easy for users to find the articles they need. I want supervisors to talk actively about the knowledge resources available in the knowledge base. I want Alva's team to become experts of the knowledge base. They are my foundation. They have to be excited about the program. I want it to be fun and engaging. I can't be afraid to be unique. If you are not you you are dead.

I want there to be a rite of passage a developmental program that trains people on knowledge base use.ry group could consist of a geographical hierarchy, such as All Sales Regions as the top level, North America, Europe, and Asiaat the second level, and so on up to five levels. Authors assign categories to articles. Administrators can use data categories to controlaccess to articles

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What are draft articles?

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Draft articles are in-progress articles that have not been published, which means they are not visible on the Articles tab (in anychannel) or in a public knowledge base. Article managers can access draft articles on the Article Management tab by clicking theArticles tab in the View area and choosing Draft Articles. You can filter draft articles by those assigned to you or those assign toanyone (all draft articles for your organization). Draft articles can be assigned to any user involved in the editorial work.

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What are draft translations?

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Draft translations are in-progress translations of articles into multiple languages. They have not been published, which means theyare not visible on the Articles tab (in any channel) or in a public knowledge base. Article managers can access draft translations onthe Articles Management tab by clicking the Translations tab in the View area and choosing Draft Translations. You can filterdraft translations by those assigned to you, those assigned to a translation queue, or those assigned to anyone (all draft translationsin your organization). Translations can be assigned to any user who can publish Salesforce Knowledge articles.

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What is a knowledge agent?

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Salesforce uses the term knowledge agent to represent a specific type of user. Knowledge agents are article consumers in the internalSalesforce Knowledge app. These users can access the Articles tab to search for and view articles, but they cannot create, edit, ormanage articles.

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What can public knowledge base users not do?

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Public knowledge base users cannot rate articles

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What do the File custom field type allows users to do?

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The maximum attachment size is 25 MB.– You can add up to 5 File fields to each article type; contact Salesforce to increase these limits.– If the Disallow HTML documents and attachments security setting is enabled, File fields do not support HTMLfiles.– Text content in a File field attachment is searchable. You can search up to 25 MB of attached files on an article. For example, ifan article has six 5 MB file attachments, the first 4.16 MB of each file is searchable.– You cannot attach Salesforce CRM Content files using the File field.– The File field type is not supported in Developer edition.– The filename cannot exceed 40 characters.– You cannot convert a File field type into any other data type.

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What is limmatization?

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The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. Withlemmatization, a search can match expanded forms of a search term. For example, a search for running matches items thatcontain run, running, and ran. Lemmatization is available only for articles that are marked as being in one of these languages: Danish,Dutch, English, French, German, Hebrew, Italian, Korean, Norwegian, Portuguese, Romanian, Russian, Spanish, or Swedish. Additionally,the search must be initiated by a user who is viewing the application in one of these languages. You can edit the default languagefor your organization on the Company Information page

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What are the numerical limitations for data categories?

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You can create up to three category groups with a maximum of five hierarchy levels in each group. Each category group can containa total of 100 categories.

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How do you use data categories with answers?

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If you want to use data categories with Answers, after creating your category group you must assign it from Setup by entering DataCategory Assignments in the Quick Find box, then selecting Data Category Assignments under Answers. You canonly assign one category group to an answers community. Salesforce Knowledge supports multiple category groups.• Even though you can create up to five hierarchy levels of categories in a category group, only the first level of categories is supportedin your answers community. Child categories below the first level are not displayed in the community, and community memberscan't assign these child categories to questions. Salesforce Knowledge supports a hierarchy of data categories.

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How do visibility settings work?

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Once visibility settings have been chosen for the categories:– Users who are not assigned visibility can only see uncategorized articles and questions unless default category visibility has beenset up.– For role-based visibility, Customer Portal users and partner portal users inherit the category group visibility settings assigned totheir account managers by default. You can change the category group visibility settings for each portal role.– If you only have access to one category in a category group, the category drop-down menu for that category group does notdisplay on the Articles tab.

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What happens when you delete a category?

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Permanently removes it. It cannot be restored. It never appears in the Recycle Bin.– Permanently deletes its child categories.– As applicable, removes the category and its children from the Answers tab, the Article Management tab, the Articles tab in allchannels, and your company's public knowledge base.– Removes associations between the category and articles or questions. You can reassign articles and questions to another category.– Removes its mapping to visibility. Users lose their visibility to articles and answers associated with the deleted category

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What happens when you delete a category group?

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Moves it to the Deleted Category Groups section, which is a recycle bin. You can view items in this section but not edit them. Itholds category groups for 15 days before they are permanently erased and cannot be recovered. During the 15–day holdingperiod, you can either restore a category group, or permanently erase it immediately.– Deletes all categories within that group.– Removes all associations between the group's categories and articles or questions.– Removes all associations between the group's categories and visibility.– As applicable, removes the category drop-down menu from the Articles tab in all channels, the Article Management tab, andyour company's public knowledge base.

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What considerations should you make in planning data categories?

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Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchywill map to your role hierarchy

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Why is assigning editors to specific articles important?

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Multiple users can edit the same article at the same time. If that occurs, your changes may be overwritten by a colleague withoutwarning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to only edit thearticles they're assigned.

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Why is creating at least a text custom field necessary?

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Article types have only three standard fields, Summary, Title, and URL Name, so at minimum you'll need to create a text fieldwhere authors can write the body of the article.

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What field types are there?

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Article CurrencyCurrencyDateDate/TimeEmailFileFormulaLookup RelationshipNumberPercentPhonePicklistPicklist (Dependent)Picklist (Multi-select)TextText AreaText Area (Long)Text Area (Rich)URL

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How do you create custom fields?

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1. From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.

2. Select an article type.

3. Click New in the Fields related list.

4. Choose the type of field to create, and click Next.

5. Enter a field label. The field name is automatically populated based on the field label you enter. This name can contain only underscoresand alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end withan underscore, and not contain two consecutive underscores. Ensure the custom field name is not identical to any standard fieldname for that object.

6. Enter any field attributes, such as Description, and click Next to continue.Note: You cannot enter a default value for any custom field.

7. Set the field-level security to determine whether the field should be visible and editable or read only for specific profiles, and clickNext. Field-level security allows you to control which fields are visible in different channels.

8. If you do not want the field to be added automatically to the article-type layout, uncheck Yes, add this custom fieldto the layout.

9. Click Save to finish or Save & New to create more custom fields.

10. Optionally rearrange your custom fields on the article-type layout.

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To modify the layout for your article-type

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1. In the Fields related list on your article type's detail page, click Edit Layout.2. When working on the layout:• The layout editor consists of two parts: a palette on the upper portion of the screen and the layout on the lower portion of thescreen. The palette contains the available fields and a section element. The layout contains an Information section and spacefor you to add sections. By default, all custom fields are included in the Information section.

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How Do You Create Workflow Rules for Article Types?

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1. From Setup, enter Workflow Rules in the Quick Find box, then select WorkflowRules to access the workflow rules list page.

2. On the workflow rules list page, click New Rule.

3. Select the article type from the Select object drop-down list.

4. Click Next.

5. Enter a rule name. Optionally, enter a description for the rule.

6. Select the evaluation criteria.

7. Choose criteria are met

8. Enter criteria for the rule.

9. Click Save & Next.

10. Click Add Workflow Action and select the type of action for the rule.

11. Enter information required by the action.12. Click Save.

13. Optionally, add a time-dependent workflow action by clicking Add Time Trigger.14. Provide time trigger information and then click Save.

15. Click Done

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How Do You Create Approval Processes for Article Types?

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1. Choose the Approval Process Wizard. Two wizards are available to help you through the approval set up process. Choose the onethat better meets your requirements. See “Choose the Right Wizard to Help You Create an Approval Process” in the Salesforce Helpfor more information.

2. Provide a name, unique name, and description for the process.

3. Specify criteria for entering the process. For example, you could specify that if the article will be published on a public site it requiresapproval: Visible on public site equals True.

4. Specify approvers for the process. You can allow the submitter to choose an approver, or have the process assign an approver basedon your organization's role hierarchy, or to an approval queue, or to a specific user or set of users. For example, you could specifythat articles that appear on public sites require review by a member of the legal department.5. Select the email template that the process will use to notify approvers. When an approval process assigns an approval request to auser, Salesforce automatically sends the user an approval request email. The email contains a link to the approval page in Salesforce,where the user can approve or reject the request and add comments.

6. Configure the approval request page layout. The approver approves or rejects the article from this page. You can add as many fieldsto this page as you think your users will need to reasonably assess an article's content. For example, you might choose to includeinformation such as a summary of the article's content, the product discussed, and the author's name.

7. Specify which users are allowed to submit articles for approval. For example, for articles that require editing before approval, youcould create a public group containing editors, and then specify that only members of that group can submit articles for approval.

8. Activate the approval process.

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Tips for Creating Approval Processes

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• Before you create an approval process, determine which approval process wizard to use.

• Adding an approval process to an article type lets your organization ensure that the required reviewers approve the article beforeit's published. When an approval process is enabled for an article's article type, the Approval History related list displays on the articledetails page.

• When creating an approval process, change the final approval action to “Unlock the record for editing” to allow users to publish thearticle.• Articles aren't published automatically at the end of an approval process. Users must click Publish... to make the article available inthe publishing channel(s).

• When an approval process is associated with an article type, users with the “Manage Articles” permission might see both the Publish...and the Submit for Approval buttons on an article's detail page.

• Article approvers require the “Manage Articles” permission and at least the “Read” permission on the article type associated witharticles they review. These permissions let them access the article in a draft state. Without these permissions, approvers can reassignbut not approve articles.

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How To Create Category Groups

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1. From Setup, enter Data Category in the Quick Find box, then select Data Category Setup.

2. Click New in the Category Groups section.

3. Specify the Group Name. This name appears as the title of the category drop-down menu on the Article Management tab, in thearticle editor, in the Articles tab (all channels) and, if applicable, in the public knowledge base.

4. Optionally, modify the Group Unique Name. This is a unique name used to identify the category group in the SOAP API.

5. Optionally, enter a description of the category group.

6. Click Save.

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How to Add Categories to a Category Group

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1. From Setup, enter Data Category in the Quick Find box, then select Data Category Setup.

2. Click the category group name.

3. Click a category that is directly above where you want to add a category (a parent), or at the same level (a sibling).

4. Click Actions, then select an action: Add Child Category or Add Sibling Category.

5. Enter a category name.If possible, Salesforce automatically reuses the name you entered as the Category Unique Name, a system field which theSOAP API requires.

6. Click Add. Alternatively, press Enter.

7. Click Save. Save your changes frequently. The more actions you perform before clicking Save, the longer it takes to save.

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There are three types of visibility

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• All Categories: All categories are visible• None: No categories are visible• Custom: Selected categories are visibleWith custom data category visibility, you can only see the data categories permitted by their role, permission sets, or profile.

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Editing Default Category Group Visibility Settings

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1. From Setup, enter Default Data Category Visibility in the Quick Find box, then select Default Data CategoryVisibility. All active and inactive category groups are listed.2. Pick a category group and click Edit.3. To make all the categories in the category group visible by default, select All Categories. To make none of the categories visible bydefault, select None. To make some of the categories visible by default, select Custom.

4. If you chose Custom, move categories from the Available Categories area to the Selected Categories area as needed. Selecting acategory implicitly includes its child and parent categories as well. Move categories from the Selected Categories area back to theAvailable Categories area to remove default visibility.

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How to use queues?

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If your organization wants to use queues in approval processes or send articles for translation outside of Salesforce, you need to createone or more queues. See “Creating Queues” in the Salesforce Help. When authors or reviewers submit an article for review or translation,they select the appropriate queue. For reviews, you can create queues made up of reviewers with different areas of expertise. Fortranslation queues, you can create one queue for each language or combine languages within queues.To create an article or translation approval queue, add Knowledge Article Version as the object available to the queue

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What is suggested articles used for?

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Suggested articles help knowledge base users solve cases quickly. As soon as a new case is saved,the search engine automatically looks for articles that have keywords in common with the casesubject. The user working the case can scan the articles and attach them to the case if needed, orinitiate another search with different keywords. Articles attached to the case appear on the Articlesrelated list, which also provides a Find Articles button to search the knowledge base at any time

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How do you enable suggested articles?

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1. From Setup, enter Support Settings in the Quick Find box, then select SupportSettings.

2. Click Edit and choose Enable suggested articles. Suggested articles and suggested solutionscannot be enabled at the same time.3. Choose each audience (channel) that should receive suggested articles when submitting acase. Suggested articles are available for the internal app and the portals.

4. When you're done with the Support Settings page click Save

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What is the Article Submission during Case Close used for?

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To quickly capture information that helped solve a case, users can close a case and be taken directlyto a draft article. When the article is published, it is automatically attached to the original case andis available in the knowledge base for easy search and reference

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How Do You Enable Article Submission during Case Close?

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1. From Setup, enter Knowledge Settings in the Quick Find box, then selectKnowledge Settings.

2. Select Allow users to create an article when closing a case. Youmust also choose:• A default article type. This determines which fields appear on the draft article. By defaultthe Title field on all articles contains the case subject.• An article assignee. All draft articles created when a case is closed are sent to the assigneefor review. The assignee can edit, publish, delete, or reassign the article. When the articleis published, it is automatically attached to the Articles related list on the case detail page.

3. Optionally, create an Apex class that pre-populates fields on the draft article, then select theclass from the Use Apex customization field. For detailed instructions, see “ExampleApex Customization for Submitting Articles from Cases” in the Salesforce Help.

4. When you're done with the Settings page, click Save.Tip: The Use a profile to create customer-ready article PDFson cases option is described below in Creating an Email Template for Sending Articles.

5. From Setup, enter Cases in the Quick Find box, select Page Layouts, and edit each close-case layout.• Click Layout Properties.• Select the Enable submissions during case close checkbox and choose Submit Articles. You can only submitarticles or solutions, not both.• Click Save.

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How to Create an Email Template for Sending Articles

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1. From Setup, enter Email Templates in the Quick Find box, then select Email Templates.

2. Click New Template to create a template from scratch or click Edit next to an existing template. The new or edited template mustinclude the Articles as PDFs case field.

3. For example, If you want to edit the SUPPORT: Case Response with Solution (SAMPLE) template to include articles instead of solutions,complete these steps:a. Click Edit next to the SUPPORT: Case Response with Solution (SAMPLE) template.b. Change the Email Template Name to SUPPORT: Case Response with Article (SAMPLE).c. Modify the Template Unique Name as needed.d. Choose Case Fields from the Select Field Type drop-down menu.e. Choose Articles as PDFs from the Select Field drop-down menu.f. Copy the value from the Copy Merge Field Value field and paste it in the email body.

4. Click Save

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PROVIDING ARTICLES IN A COMMUNITY

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1. Update profiles.• Clone the Customer Community User, Customer Community Plus User, or PartnerCommunity User profiles and enable the “Read” permission for article types you want toshare with community users.• Verify that the tab visibility for the Articles (or Knowledge) tab is Default On.• Remember to click Edit Profiles, at the bottom of the detail page, and activate the newprofile.

2. Add the Articles (or Knowledge) tab to each community:a. In Community Management, click Administration > Tabs.b. Select the Articles tab and click the Add arrow to move the tab into the Selected Tabs box.To change the order of the tabs, use the Up or Down arrows.c. Click Save.

3. Assign the cloned profiles to your community users.a. Display the contact detail page.b. To create a new user, click Manage External User then choose either Enable PartnerUser or Enable Customer User.To update an existing user, click Manage External User then choose View Partner Useror View Customer Userc. For a new user, select the cloned profile from the Profile drop-down menu. For an existinguser, click Edit and then select the profile.d. Click Save.

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PROVIDING ARTICLES IN THE CUSTOMER PORTAL

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1. Update Customer Portal profiles:a. Clone the Customer Portal User or Customer Portal Manager profiles to include the “ViewArticles” user permission.b. In the cloned profiles, verify that the tab visibility for the Articles tab is Default On.

2. Activate the new profile:a. From Setup, enter Customer Portal Settings in the Quick Find box, thenselect Customer Portal Settings.b. Click the name of the Customer Portal to open the detail page.c. In the Assigned Profiles related list, click Edit Profiles and activate the new profile.

3. Add the Articles tab to each Customer Portal:a. On the Customer Portal detail page, click Customize Portal Tabs.b. Select the Articles tab and click the Add arrow to move the tab into the Selected Tabs box. To change the order of the tabs, usethe Up or Down arrows.c. Click Save

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PROVIDING ARTICLES IN A PARTNER PORTAL

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1. Update Partner User profiles:a. Clone the Partner User profiles to include the “View Articles” user permission.b. In the cloned profiles, verify that the tab visibility for the Articles tab is Default On.

2. Activate the new profile:a. From Setup, enter Partner in the Quick Find box, then select Settings.b. Open the partner portal detail page.c. In the Assigned Profiles related list, click Edit Profiles and activate the new profile.

3. Add the Articles tab to each partner portal:a. On the partner portal detail page, click Customize Portal Tabs.b. Select the Articles tab and click the Add arrow to move the tab into the Selected Tabs box.To change the order of the tabs, use the Up or Down arrows.c. Click Save.

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IMPORTING ARTICLES INTO SALESFORCE KNOWLEDGE

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1. Create one .csv file per article type.

2. In the first row, specify the article type's fields and metadata (such as language data categories or channels). Enter one item in eachcolumn.

3. In subsequent rows, specify the articles you want to import. Use one row per article and enter the appropriate information in eacharticle type field column or metadata column.

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What canScott: The KCS Reader do?

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Scott Jackson is relatively new to the company, so he’s a basic user of the knowledge base. Currently, he has read-only access to articles,so he can search and view articles. Readers don’t author or publish, so he won’t belong to a public group or need to submit articles forapproval.

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What can Amber: The KCS Candidate do?

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Amber Delaney is a candidate-level user and can create and publish articles with statuses of either Work in Progress or NotValidated. If Amber works on an article with a different validation status, she must send it to a queue for approval before it’s published.Amber is part of the KCS Candidate public group and submits the articles she can’t publish to the Publishing External queue.

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What can Anne: The KCS Contributor do?

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As a contributor, Anne Murphy is a more advanced KCS user. She understands the standards for articles in the organization and cancreate articles and publish articles with Validated Internal status. She can also work on articles authored by other users if theyhave either Work in Progress or Not Validated statuses, and can change them to Validated Internal. Since shedoesn’t have permission to publish articles to an external audience, she must submit those customer-facing articles to the PublishingExternal queue.

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What can Pat: The KCS Publisher do?

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Pat Brown is Knowledge domain expert and is responsible for reviewing and publishing articles to an external audience.Pat is a member of the KCS Publisher public group. Pat also belongs to the Publishing External queue.

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How to give your knowledge users access to the KCS-related features in Salesforce Knowledge?

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To give your knowledge users access to the KCS-related features in Salesforce Knowledge, you need to create user profiles with theappropriate user permissions, and then assign users to these profiles. In addition, you need to specify which users in your company areSalesforce Knowledge users.For detailed steps on granting user permissions and setting up and assigning users, see Enabling Salesforce Knowledge and ManagingUsers on page 20.

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How to enable the KCS-related features for your users?

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1. From Setup, enter Knowledge Settings in the Quick Find box, then select Knowledge Settings.

2. Select Allow users to create and edit articles from the Articles tab.This gives your KCS users the ability to create or update articles from the Articles tab without having to use the Article Managementtab.

3. Select Activate the Validation Status field for articles.When you activate the Validation Status field, users can select values to show whether the content of the article has beenvalidated or not.Your organization can create custom picklist values that show the state of an article in the article publication lifecycle and can beused as criteria in approval processes to determine which articles a user can publish and which need approval first. Additionally,when doing searches, users can select a validation status and search for articles with that status. In our example, values that appearin the picklist are: Validated, Not Validated, Work in Progress, Validated Internal, and ValidatedExternal.See Defining Validation Status Picklist Values for information on adding custom validation statuses to your organization.

4. Select Allow users to create an article from a case to let Knowledge users create new articles while workingwith cases.Select the option to let users create articles with the standard editor so that they can use the full functionality of the HTML editor.

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How to Define Validation Status Picklist Values

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1. From Setup, enter Validation Statuses in the Quick Find box, then select Validation Statuses.

2. On the picklist edit page, click New to add new values to the validation status field. You can also edit, delete, reorder, and replacepicklist values.

3. Add one or more picklist values (one per line) in the text area.

4. To set the value as the default for the picklist, be sure to select the Default checkbox.5. Click Save.

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How to create a public group?

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1. From Setup, enter Public Groups in the Quick Find box, then select Public Groups.

2. Click New, or click Edit next to the group you want to edit.

3. Enter the needed information

4. Click Save.

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Why is it important to Assign Article Actions to public groups?

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Article actions allow users to participate in the article publishing process. By default, all article actionsare assigned to users with the “Manage Articles” user permission, and users can complete an actionas long as they have the correct article type permission. You can control article action access byassigning public groups to article actions and adding users who need to perform those actions tothe relevant public groups. To further restrict actions like publishing, you can create approvalprocesses that allow users to publish only those articles that have specific validation statuses. Forexample, a contributor can publish a Work in Progress article, but the approval processfor that role might require that articles with Validated Internal status be sent for approvalbefore they’re published.

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Assign Article Actions to Public Groups

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1. From Setup, enter Knowledge Article Actions in the Quick Find box, then select Knowledge Article Actions.

2. Click Edit.

3. For the action you want to assign, select the appropriate radio button and choose a public group.If you don't modify an article action, all users with the “Manage Articles” permission can perform that action.

4. Click OK and then click Save.

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What are knowledge actions?

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Knowledge actions are templates that link a workflow action to an article type.When knowledge actions are enabled, you can use them to link article types to specific workflowarticle actions, such as publishing. For example, if you want to have each FAQ published as a newversion each time it completes the approval process, you can create a knowledge action that linksthe FAQ article type to the Publish as New action. Then, when you create an approval processfor FAQs, select the new Knowledge Action.

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How do you create knowledge actions?

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1. From Setup, enter Knowledge Action in the Quick Find box, then select KnowledgeAction.2. Click New Knowledge Action.

3. Select the article type for the action. The workflow rules and approval process that you associatewith the action must belong to the same article type.

4. Enter a unique name for the knowledge action.

5. Select the type of action you want to apply to the article type. For example, Publish as New publishes the article as a newversion.

6. Enter a description.

7. Click Save.The Knowledge Action detail page appears showing you the rules and approval processes that use the knowledge action.

8. When you’re ready to use the knowledge action in an approval or workflow process, click Activate on the Knowledge Action detailpage.64Using Knowledge-Centered Support Practices in Salesforce Creating and Activating Knowledge ActionsKnowledgeCreating Appro

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How to Create Approval and Publishing Queues

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1. From Setup, enter Queues in the Quick Find box, then select Queues.

2. Click New.

3. Enter the Label and Queue Name.For our example, use “Publishing External” for the Label and “Publishing_External” for theQueue Name.

4. Choose email notification settings for the queue:

5. Add Knowledge Article Version as the object available to the queue.

6. Choose the queue members.You can select users, roles, or public groups. Only queue members and users above them in the role hierarchy can take ownershipof records in the queue, depending on your organization's sharing settings.

7. Click Save.