The document is a primer on Salesforce Knowledge, outlining its purpose, content types, and management processes. It highlights the benefits of providing timely access to knowledge for customers and support agents, promoting self-service and organizational efficiency. It also details the steps for setting up and managing knowledge articles, including permissions and article classification.

1. A primer on Salesforce Knowledge
By Avi Verma, 11Concepts.com/sfdc
Contact Avi at: avi@11concepts.com
● Certified Salesforce Service Cloud Consultant,
● Certified Salesforce Administrator, Certified Salesforce Developer,
● PMP, MBA, CISA,
● ABA in Principles of Banking,
● Expertise in Digital Banking, Payments, Healthcare, Manufacturing, Telecom, Insurance,
● 26+ Years of experience in global technology services, software engineering, delivery, engagement, program management.

2. Salesforce Knowledge - Why
● Provide access to relevant knowledge in a timely manner to your
customers, partners, employees
● Help your customers help themselves by empowering them with
self-service in all channels including web, mobile, chat or search
● Reduce costs in reduced resolution time and improve customer
satisfaction
● Enable your customer service agents to find the right answers
(articles) faster at the point-of-service
● Enhance and improve your organizational knowledge with a
controlled approval and publishing process
11concepts.com/sfdc avi@11concepts.com

3. Salesforce Knowledge - What
● Salesforce Knowledge Content is represented by Articles
● Contributed by the subject matter experts, product managers, customer
service agents, customers, partners
● Follows a well defined publishing cycle including the creation, drafting,
approval, translation, archiving and publishing process
● Can be accessed by omni-channels including internal users, partners,
customers, and from public websites
● Should be created with a goal to solve problems, enable self-service, and
maintain usability and relevance
● Categorize into article types and classify into data categories
● Allows search, ratings and versioning
11concepts.com/sfdc avi@11concepts.com

4. Salesforce Knowledge - How
Decide on
the types
of articles
you need
(custom
containers,
look & feel)
Define
Custom
fields article
types (such as
description, in
addition to the
standard fields
of Summary,
Title, URL),
Edit
Layouts
Define the
publishing
layout -
how would
article
types
appear?
(Tab or Table
of Contents)
Decide
on who
can
manage
articles
Assign Feature license
Assign Permission
sets “Manage Articles”
Create Profiles &
Users
Decide
on who
can see
articles
Assign Permission
Sets to limit access to
article types
Create Profiles,
permission sets &
Users
Gets
access
to
“Article
Manage
ment”
Tab
Gets
access
to
“Article”
Tab
Assign Permission
Sets to limit access to
article types
Required Steps
Enable
Knowledge
1 3 4
5
6
11concepts.com/sfdc avi@11concepts.com
Setup
Knowledge
Settings
2

5. Salesforce Knowledge - How
Classify
Articles into
Data
Categories
(product lines,
geographies, line
of business)
Limit Access
to Data
Categories
(by role,
permissions,
profiles)
Setup
Workflow
Rules
(for email
alerts, update
fields,
message)
Set Up
Approval
Processes
(automation of
approval
process)
Empower Support
Agents
- Suggest Articles for
cases
- Contribute to
knowledge at the
time of closing cases
- Share articles with
customers
Build knowledge
from community
answers by
promoting replies
to articles
Optional Steps
7 8
9
11 12
11concepts.com/sfdc avi@11concepts.com
10

6. Salesforce Knowledge - How
Optional Steps
Import
existing
articles into
Salesforce
knowledge
Provide
access to
partners
Provide
access to
customer
community
Provide
access
visitors in
your web
sites
Setup
synonym
group search
13 14 15 16 17
11concepts.com/sfdc avi@11concepts.com
Develop /
Customize
Reports on
knowledge
usage,
effectiveness
18

7. Salesforce Knowledge - Permissions
Actions you want to
implement:
Permission Required: Who does this typically?
● Create Article Types
● Manage Article Actions
(publish, archive,
translate, etc.)
“Manage Salesforce Knowledge” Administrator
● Search Articles
● View Articles
“Read” on Article Types Internal Users, Partners,
Customers
● Edit, Draft, Publish
Articles
“Manage Articles”
Appropriate Permission on Article Types
Knowledge Manager
● Create Data Categories “Manage Data Categories” Administrator
11concepts.com/sfdc avi@11concepts.com

8. Thank you.
For more information, please write to me at avi@11concepts.com