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Salesforce Knowledge Implementation Guide

1. O Note Ifyou lower the character limit and you have articles that surpass the new limit Those articles can t be edited until the limit is reset higher than their character counts Allows users to enter up to 131 072 characters of HTML supported lt gt text including code samples and smart links between Salesforce Knowledge articles There are two ways to create smart links e Search for the article e Enter the article URL Note e YOU can have up to 100 links to different Salesforce Knowledge articles in one rich text field e When you convert a text area rich field to a text area long field links are displayed as link reference numbers not URLs e The upgraded editor doesn t support Internet Explorer version 7 or version 8 in compatibility mode If you are using these browsers you will use the older editor Allows users to enter up to 255 characters of any valid website address When users click the field the URL opens in a separate browser window Note that only the first 50 characters are displayed 16 Creating Article Types Modifying the Layout Field Type Description on the record detail pages You can make this field required so a user must enter a value before saving an article For each field that you need to create 1 From Setup enter Knowledge Article Types inthe Quick Find box then select Knowledge Article Types 2 Select an article type 3 Click New in the Fields relate
2. for that role might require that articles with Validated Internal status be sent for approval Manage Salesforce before they re published Knowledge O Note Although you can add any user to a public group only users with the Manage Articles user permission and the appropriate object permissions can perform article actions To assign article actions to public groups 1 2 3 From Setup enter Knowledge Article Actions inthe Quick Find box then select Knowledge Article Actions Click Edit 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 The following table shows the article actions with their public group assignments Article Action Public Group Publish Articles KCS Publisher Archive Articles KCS Candidate KCS Contributor KCS Publisher Edit Published and Archived Articles KCS Contributor KCS Publisher Delete Articles KCS Publisher 4 Click OK and then click Save 63 Using Knowledge Centered Support Practices in Salesforce Creating and Activating Knowledge Actions Knowledge Creating and Activating Knowledge Actions 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 workflow article actions such as publishing For exampl
3. SN gt 1 2 pan 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 Note Tasks aren t available for article type workflow rules For more information about creating workflow rules see Create a Workflow Rule in the Salesforce Help 26 Creating Workflow Rules and Approval Processes Creating Approval Processes for Article Types The following is an overview of the steps involved in creating an approval process For detailed instructions see Create an Approval Process in the Salesforce Help 1 Choose the Approval Process Wizard Two wizards are available to help you through the approval set up process Choose the one that better meets your requirements See Choose the Right Wizard to Help You Create an Approval Process in the Salesforce Help for more information Provide a name unique name and description for the process Specify criteria for entering the process For example you could specify that if the article will be published on a public site it requires approval Visible on public site equals True Specify approvers for the process You can allow the submitter to choose an approver or have the process assign an approver based on your organization s role hierarchy or to an approval queue or to a specific user or set of users For e
4. To create a custom template see Creating Custom Article Type Templates in the Salesforce Help Setting Article Type Permissions Before users can access articles associated with the new type an administrator must assign permissions Depending on the permissions users might be able to create read edit or delete articles associated with the new article type Deciding which article type permissions to grant is an important part of the Salesforce Knowledge implementation process For more information on Salesforce Knowledge functionality and user permissions go to Enabling Salesforce Knowledge and Managing Users on page 20 For more information on managing permissions see User Permissions and Access in the Salesforce Help 19 ENABLING SALESFORCE KNOWLEDGE AND MANAGING USERS Use the following tasks to enable Salesforce Knowledge in your organization and ensure that users USER PERMISSIONS have access to the appropriate features To enable Salesforce Knowledge and modify Enabling Salesforce Knowledge settings A e Customize Application After creating at least one article type enable Salesforce Knowledge AND 1 From Setup enter Knowledge Settings inthe Quick Find box then select Manage Salesforce Knowledge Settings Knowledge 2 Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge It To create and edit users cannot be disabled e Manage Internal Users 3 Choose a Defaul
5. salesforce Salesforce Knowledge Implementation Guide Salesforce Winter 16 gt W salesforcedocs st updated December 3 2015 Copyright 2000 2015 salesforce com inc All rights reserved Salesforce is a registered trademark of salesforce com inc as are other names and marks Other marks appearing herein may be trademarks of their respective owners CONTENTS Introduction to Salesforce Knowledge eee eee ee eee eee ee eee eens 1 Using THIS GUIK scene daca odd anni dea rada a aaa aoa onde Bibl doa adds 1 What is Salesforce Knowledge 1 Usetul TerminolO9Y ssa naea enana e ea a eb eee 3 Salesforce Knowledge Implementation Tips oo 4 Salesforce Knowledge Best Practices eee eee 6 Planning Your Implementation 0 c cece eee eee ence eee eens 8 Lisa Amide Wee o cc ao oe hd eek eee dd eek reas 12 Specifying Basic Properties 2 eee eee 12 Creating Custom srs ciencias Chee a Cuda Ras da 13 Modifying The beVa s RRR a shun woes id BG Gun ewe ae we dene BES 17 CHOOSING a Templates s otiacerso a rea ce a e ra a a aaa E 18 Setting Article Type Permissions 2 2 eee eee 19 Enabling Salesforce Knowledge and Managing Users eee 20 Enabling Salesforce Knowledge eee eee eee 20 MGMOGING USERS acia ace od iaa wk ia cite Seeders ie bore eee dee dia ad aia bed 20 Creating Workflow Rules and Approval Processes e eee eee eeee 26 Setting Up Data Categories lt g aa 0
6. Ifa date doesn t match the date format specified in the property file the related article isn t imported Ifan html file references a file that isn t allowed the related article isn t imported Ifan html file references an image that s missing the related article is imported without the image 50 Importing Articles into Salesforce Knowledge e File field enter the path relative to the file s location If the specified path doesn t exist the related article isn t imported Note the following information about importing files We recommend that you create a folder for your files for example files Each file must not exceed 5 MB e Category groups use category unique names to categorize articles Use the plus symbol to specify more than one category For example Laptop Desktop Note the following information about data category groups Leaving the cell row empty causes your article to be set to No Categories Ifyou specify a category and its parent for example Europe France the import process skips the child category France and keeps the parent category Europe because application of a parent category implicitly includes the category s children When importing articles with translations and associated data categories only the master article retains the data categories The article translations have no associated data category upon import e Channels specify articles channels using the keywords
7. allowing click to dial functionality Consequently Salesforce recommends that you do not use a custom phone field for fax numbers Allows users to select a value from a list you define Allows users to select a value from a list dependent on the value of another field Creating Article Types Field Type Picklist Multi select Text Text Area Text Area Long Text Area Rich URL Creating Custom Fields Description Allows users to select more than one picklist value from a list you define These fields display each value separated by a semicolon Allows users to enter any combination of letters numbers or symbols You can set a maximum length up to 255 characters You can make this field required so a user must enter a value before saving an article Allows users to enter up to 255 characters that display on separate lines similar to a Description field You can make this field required so a user must enter a value before saving an article Allows users to enter up to 131 072 characters that display on separate lines similar toa Description field You can set the length of this field type to a lower limit if desired Any length from 256 to 131 072 characters is allowed The default is 32 768 characters Every time a user presses Enter within along text area field a line break and a return character are added both count toward the character limit Also smart links add more characters than what is displayed
8. application for Internal App If you don t specify a channel application is the default sites for Public Knowledge Base csp for Customer prm for Partner Use the plus symbol to specify more than one channel for example application sites csp to make an article available in all channels 7 Note When importing articles with translations and associated channels only the master article retains the channels The article translations have no associated channels upon import The following example csv files import articles in a Product Offer article type The first example is for imports of articles without translations The second is for imports with translations The csv files contain titles summaries and descriptions They also classify the articles in the category group Products and make them available for specific channels The description lt field is a rich text area and only supports paths to html files The summary lt field is a text field and only supports raw text The Best Desktop Computer Deals article has no summary the cell is left blank because the summary ___c field is not mandatory Title summary__c description__c Free Digital Camera Offer Get the new Digital data freecam html Camera Best Desktop Computer data bestdeals html Deals Free Shipping on Laptop data freeship html and Desktops Example articlesimport csv file datacategorygroup Products Consumer_ Electronics Desk
9. each article type can provide a different look and feel for the published article as well different types of information Sample article types include FAQs Offers and How To s Depending on your needs you may want to create anywhere from two or three to a dozen or more article types For instructions see Creating Article Types on page 12 Which fields do you want on each article type You can prompt authors to enter specific information by creating custom fields For example on a simple FAQ article type you might create text fields named Question and Answer Onan Offer you might include a picklist named Contract Type oracheckbox named Warranty Available Review the types of custom fields available and decide which fields and labels names you want to create for each article type For instructions see Creating Custom Fields on page 13 How do you want the published article to appear Two factors determine how a published article appears to the end user the layout and the template On the article type layout you can rearrange the custom fields you created and group them into sections With the article type template you decide how the sections should display There are two standard templates Tab and Table of Contents The Tab template renders each section as a different tab and the Table of Contents template keeps all sections on a single page but provides hyperlinks to each one You can also create a custom template using Visualforce Based
10. Article Management tab Edit published or archived articles Archive articles from the Article Management tab Pat The KCS Publisher 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 He needs the following permissions to perform his job duties Permission Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Create new articles from cases using the simple editor Create new articles from cases using the standard editor Search articles from and attach articles to cases Create new articles from answers Search for and read articles from the Articles tab Create or edit article from the Article Management tab Edit draft articles from the Article Management tab Delete articles version or entire from Article Management tab Publish article from Article Management tab Assign articles from Article Management tab 58 Using Knowledge Centered Support Practices in Salesforce Defining KCS User Profiles Knowledge Permission Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Edit published or archived articles Archive articles from the Article Management tab Understanding Job Functions for KCS Roles Each user profile defines a user s permission to perform
11. Import Article Translations inthe Quick Find box then select Import Article Translations 2 Choose how Salesforce handles translations after they re imported Option Description Review imported translations on the Add imported translations to a queue from which users can Article Management tab before publishing review them Publish translations immediately on import Publish imported translations without reviews 3 Select the language of the articles you re importing 4 Optionally if you chose to have articles reviewed before publishing select to send the files to a user or a queue and then select the name of the user or queue 5 Click Browse choose the translation zip file to upload and click Open 6 Click Import Now If you have more translated articles to upload repeat steps four through six 7 Click Finish An email notification is sent to you when your import finishes You can view the status of your import from Setup by entering Article Imports and Exports inthe Quick Find box then selecting Article Imports and Exports Managing Translations Once translations are submitted users with the Manage Articles permission can manage them on the Article Management tab To view submitted translations select Translations in the View area You can edit preview publish assign and delete translations 42 ENABLING ARTICLE OPTIONS FOR CASES To integrate cases with your knowledge base begin by adding the Arti
12. Removes its mapping to visibility Users lose their visibility to articles and answers associated with the deleted category e Deleting a category group Moves it to the Deleted Category Groups section which is a recycle bin You can view items in this section but not edit them It holds category groups for 15 days before they are permanently erased and cannot be recovered During the 15 day holding period 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 and your company s public knowledge base e You can translate the labels of categories and category groups using the Translation Workbench Salesforce Knowledge Best Practices Consider the following tips when planning and using Salesforce Knowledge e 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 e 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 informat
13. hidden from users until they are activated Do not activate a category group until you have finished defining its categories and their access settings including their visibility When assigning categories to articles you can choose up to eight categories in a category group If an article has no categories it displays only when you choose the No Filter option in the category drop down menu When searching for articles or article translations selecting a category automatically includes the parent and children of that category and any grandparents up to and including the top level Sibling categories are not included For example if a category hierarchy has the levels All Products Switches Optical Networks and Metro Core selecting Optical Networks from the category drop down menu returns articles assigned to any of the four categories However if the Switches category has a sibling category called Routers selecting Optical Networks does not return articles classified within Routers Category visibility settings may limit the specific articles you can find 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 been set up 29 Setting Up Data Categories Creating Category Groups For role based visibility Customer Portal users and partner portal users inherit the category group visibility sett
14. on the fields you re creating for each article type decide how the sections should be organized and which template is the best fit for each channel For more information and examples of the article type templates see Modifying the Layout on page 17 and Choosing a Template on page 18 Who should have access to your knowledge base All Salesforce Knowledge users must have a feature license and grants access to the Article Management tab or the Articles tab Decide which users need to manage articles and give them access to the Article Management tab where they can create edit publish archive and delete articles Decide if you want further control over article management by using article type permissions to limit some article management capabilities For example you might want to create a permission set that allows users to delete articles and then assign that permission set to a limited number of article management super users You can also use public groups to further restrict access to any article management task Decide which users need to access but not manage articles and then create permission sets or profiles that give them access to the Articles tab where they can search for and view published articles Planning Your Implementation For more information including a description of permissions see Managing Users on page 20 Which data categories do you need Data categories allow authors to tag articles from among a hier
15. portal to provide your partners with access to Salesforce Knowledge articles Portal users can view and rate articles but cannot create or edit articles After you have enabled Salesforce Knowledge and the partner portal in your organization complete the steps below to make articles visible to portal users For instructions on enabling the partner portal and managing profiles see the Salesforce online help 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 Activate the new profile a From Setup enter Partner inthe Quick Find box then select Settings b Open the partner portal detail page c Inthe Assigned Profiles related list click Edit Profiles and activate the new profile 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 Assign the cloned profiles to your partner portal users a Display the contact detail page b To create a new partner portal user click Enable Partner User from the Manage External User drop down button To update an existing user click View Partner User c Fora new user select the cloned profil
16. set of users G Note Although you can add any Salesforce user to a public group only users with the Manage Articles user permission and the appropriate object permissions can perform article actions 2 From Setup enter Knowledge Article Actions inthe Quick Find box then select Knowledge Article Actions and decide which users need to perform which actions For example you might decide that a group named Publishers needs to publish archive and delete articles and that a group named Translators needs to submit articles for translation and publish and archive translated articles 3 Assign the public groups to article actions a FromSetup enter Knowledge Article Actions inthe Quick Find box then select Knowledge Article Actions and click Edit b For the action you want to modify 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 24 Enabling Salesforce Knowledge and Managing Users Managing Users c Click OK and Save 25 CREATING WORKFLOW RULES AND APPROVAL PROCESSES Creating workflow rules and approval processes lets your organization automate many of the tasks EDITIONS involved with managing its knowledge base When implementing Salesforce Knowledge you can create workflow rules and approval processes for some or all of the article types used by your Available in organization e E
17. status is setto Validated External Valdiation Status EQUALS Validated External else Approve When approval is necessary assign the article to the Publishing External queue Approval Steps i Action Step Number Name Description Criteria Show Actions Edit 1 Step1 Need approval for Validated External Tipsheet Validation Status EQUALS Validated External else Approve Usin g this workflow criteria Amber a KCS Candidate can publish work in Progress articlesbutnot Validation Internal or Validation External articles Anne as a KCS Contributor can publish articles with the status of Not Validated but doesn t have permission to publish Validated External articles For information on setting up approval processes refer to Creating Workflow Rules and Approval Processes on page 26 66 INDEX A article actions for groups 63 C creating KCS groups 61 D defining KCS user profiles 56 E enabling KCS settings 60 67 K KCS user profiles 60 Knowledge creating KCS approval and publishing queues 65 defining validation statuses 61 KCS approval processes 65 KCS validation statuses 61 Knowledge actions activating 64 creating 64 Knowledge Centered Support Practices 56 W Workflow 64
18. template you create This capability is available if Email to Case or On Demand Email to Case is set up and the Email related list is visible on case page layouts See Set Up On Demand Email to Case for more information To allow users working on a case to automatically attach article PDFs to an email message 1 From Setup enter Email Templates inthe Quick Find box then select Email Templates 2 Click New Temp include the Art late to create a template from scratch or click Edit next to an existing template The new or edited template must icles 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 T y Change the 1 a D D Click Edit next to the SUPPORT Case Response with Solution SAMPLE template Email Template Name to SUPPORT Case Response with Article SAMPLE Modify the Template Unique Name as needed Choose Case Fields from the Select Field Type drop down menu 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 On the case detai with the case are the email is sent page in the Emails related list users can now click Send an Email and choose the new template Articles associated automatically converted to PDF attachments and the attachments can be previewed
19. to use data categories with Answers after creating your category group you must assign it from Setup by entering Data Category Assignments inthe Quick Find box then selecting Data Category Assignments under Answers You can only assign one category group to an answers community Salesforce Knowledge supports multiple category groups e Even though you can create up to five hierarchy levels of categories in a category group only the first level of categories is supported in your answers community Child categories below the first level are not displayed in the community and community members can t assign these child categories to questions Salesforce Knowledge supports a hierarchy of data categories Introduction to Salesforce Knowledge e Category groups are hidden from users until they are activated Do not activate a category group until you have finished defining its categories and their access settings including their visibility e When assigning categories to articles you can choose up to eight categories in a category group e Ifanarticle has no categories it displays only when you choose the No Filter option in the category drop down menu e When searching for articles or article translations selecting a category automatically includes the parent and children of that category and any grandparents up to and including the top level Sibling categories are not included For example if a category hierarchy has the levels All Products Swit
20. types of articles users can publish and which types they need to submit for approval For our KCS enabled organization we ll create the following picklist values e Work in Progress for draft articles e Validated Internal for articles that are validated for internal use only e Validated External for articles that are validated for external use The statuses Validated and Not Validated are available by default Since this example doesn t use Validated you can either edit and rename it as one of the statuses you ll use or delete it Defining Validation Status Picklist Values USER PERMISSIONS To create or change validation status picklist values e Customize Application AND Manage Salesforce Knowledge 1 From Setup enter Validation Statuses inthe 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 replace picklist values 3 Add one or more picklist values one per line in the text area 4 Toset the value as the default for the picklist be sure to select the Default checkbox 5 Click Save O Note Validation Status works in conjunction with Channels For example if an article s status is setto Published External butthe customer channel is not selected it will not be visible externally Creating Public Groups Salesforce Knowledge uses public groups as a way to assign users t
21. 3 stars Useful Terminology The following terms are used when describing Salesforce Knowledge features and functionality Archived Article Archived articles were published but later removed from public visibility Article managers can view and manage archived articles on the Article Management tab by clicking the Articles tab in the View area and choosing Archived Articles Archived articles are not visible in the Articles tab in any channel or the public knowledge base Articles can be archived manually or automatically via an expiration date Article Articles capture information about your company s products and services that you want to make available in your knowledge base Article Manager Salesforce uses the term article manager to represent a specific type of user Article managers can access the Article Management tab to create edit assign publish archive and delete articles Article managers are sometimes referred to as knowledge managers Article managers require the Manage Articles user permission The Article Management tab is not visible to users without Manage Articles Article Type All articles in Salesforce Knowledge are assigned to an article type An article s type determines the type of content it contains its appearance and which users can access it For example a simple FAQ article type might have two custom fields Question and Answer where article managers enter data when creating or updating F
22. AQ articles A more complex article type may require dozens of fields organized into several sections Using layouts and templates administrators can structure the article type in the most effective way for its particular content User access to article types is controlled by permissions For each article type an administrator can grant Create Read Edit or Delete permissions to users For example the article manager might want to allow internal users to read create and edit FAQ article types but let partner users only read FAQs Article Type Layout 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 Article Type Template An article type template specifies how the sections in the article type layout are rendered An article type can have a different template for 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 sections defined in the layout appear on a single page with hyperlinks when the article is viewed Salesforce provides two standard article type templates Tab and Table of Contents Custom templates ca
23. Add This list appears only in public groups 4 Click Save Note When you edit groups sharing rules are usually automatically reevaluated to add or remove access as needed If these changes affect too many records at once a message appears warning that the sharing rules won t be automatically reevaluated and you must manually recalculate them 62 Using Knowledge Centered Support Practices in Salesforce Assign Article Actions to Public Groups Knowledge Assign Article Actions to Public Groups After you ve created public groups for candidates contributors and publishers you ll need to assign USER PERMISSIONS article actions to those groups Article actions allow users to participate in the article publishing process By default all article actions To Ss public de and are assigned to users with the Manage Articles user permission and users can complete an action pe dd emtoaricie as long as they have the correct article type permission You can control article action access by PAJ c T dt A f f e Customize Application assigning public groups to article actions and adding users who need to perform those actions to the relevant public groups To further restrict actions like publishing you can create approval AND processes that allow users to publish only those articles that have specific validation statuses For Manage Users example a contributor can publisha Work in Progress article but the approval process AND
24. Enabling Salesforce Knowledge and Managing Users Managing Users License Published Article Read Access Create Edit Delete and Publish Access e Article action on the article type Social Intranet Read on the article type Not applicable Communities and Portals Read on the article type Not applicable Chatter Plus Users need Users need e Knowledge User license e Knowledge User license e Read on the article type e Manage Articles permission e Article action on the article type Force com Users need Users need e Knowledge User license e Knowledge User license e Read on the article type e Manage Articles permission e Article action on the article type User permissions control access to different features in Salesforce Knowledge We recommend using permission sets or custom profiles to grant users the permissions they need For example you might want to create a permission set called Article Manager that includes the permissions needed to create edit publish and assign articles When creating Salesforce Knowledge profiles keep the following in mind e Users who will create article types manage article actions and modify settings need the Manage Salesforce Knowledge permission Administrator profile This permission is on by default in the System Administrator profile U sers who will search for and view articles from the Articles tab need the Read permission for the article types they need to acc
25. No Filter from the category drop down menu NOT FOUND Reasons Europe and Asia are siblings rather than members of the same parent child hierarchy If an article is not assigned to a category No Filter must be selected in the corresponding category drop down menu to retrieve the article Setting Up Data Categories If you select these category An article assigned to All filters France AND Enterprise Electronics Europe No other filter Americas AND Desktop Countries AND Laptop is NOT FOUND Reasons e Laptop is notin a parent child relationship with Enterprise Electronics e All Countries is a parent of France but all filter criteria must be met NOT FOUND Reasons e The No Filter criteria on Products only retrieves an article assigned to No Categories e All Countries is the grandparent of Europe but all filter criteria must be met NOT FOUND Reasons e Laptop and Desktop are siblings rather than members of the same parent child hierarchy e All Countries is the parent of America but all filter criteria must be met An article assigned to Canada AND Computers is NOT FOUND Reasons e Canada and France are not members of the same parent child hierarchy they are cousins e Computers and Enterprise Electronics are not members of the same parent child hierarchy they are siblings NOT FOUND Reasons e Europe and Canada are not in the same pare
26. Submit for Approval buttons from an article s detail page Which buttons they see is determined by both permissions and article actions These users can publish an article without submitting it for approval To limit this ability to certain users assign the Publish Articles article action to a select group of users instead of giving it to all users with the Manage Articles permission 65 Using Knowledge Centered Support Practices in Salesforce KCS Approval Processes and Article Actions Knowledge The ability to publish articles without prior approval is governed by an approval process that is specific to each user s public group For example create an approval process for each group of users who need approval for at least one type of validation status For KCS Candidates set criteria to let them approve and publish the article unless the validation status is set to Validated Internal or Validated External Valdiation Status EQUALS Validated External Validated Internal else Approve When approval is necessary assign the article to the Publishing External queue Approval Steps 5 New Approval Step Action Step Number Name Description Criteria pey 1 Step Need approval for Validated External and Validated Tipsheet Validation Status EQUALS Validated External Validated Internal Show Actions Edit Del 1 intemal else App For KCS Contributors set criteria to let them approve the article unless the validation
27. a 0 R 0 aa 0 R a KR adta aiao enpi a tenes 29 Overview of Data Categories eee eee 29 Creating Category GroupS 2 ee eee eee eee eee 30 Adding Categories to a Category Group s sses sosse eee ee 31 Category Filtering Examples 2 eee ee ee eee 32 Setting Up Data Category Visibility 0 0 cece eee eens 35 Overview of Data Category Visibility Settings oooooooooooooooooooo 35 Editing Data Category Visibility Settings 2 eee 36 Editing Default Category Group Visibility Settings 2 eee 37 Providing a Multiple Language Knowledge Bose ee ee ee eee 39 Enabling Article Options for Cases e ved e no 43 Enabling Suggested Articles on New Cases 22 eee 43 Enabling Article Submission During Case Close 2 eee 44 Creating an Email Template for Sending Articles 2 ee eee 44 Providing Articles in a Community 20 ooo oooooooonoomm moos 46 Contents Providing Articles in the Customer Portal 0 0 ce cece cece ee eee eens 47 Providing Articles in a Partner Portal cece eee eee omo 48 Importing Articles into Salesforce Knowledge o0oooooooommmomo 49 Using Knowledge Centered Support Practices in Salesforce Knowledge 56 Defining KCS User Profiles eee eens 56 Creating USES iia wa ene Chee VE SES EEE A EE Ew oe 60 Enabling KES SeN stare radar gied acd oes G Re Ae Pa SERA we we eae ee ed 60 Defining Validation Status Picklist Values 2 e
28. ackages Grant Access Using Hierarchies Select Grant Access Using Hierarchies to allow automatic access to records public groups only using your role hierarchies When selected any records shared with users in this group are also shared with users higher in the hierarchy Deselect Grant Access Using Hierarchies if you re creating a public group with All Internal Users as members which optimizes performance for sharing records with groups O Note If Grant Access Using Hierarchies is deselected users that are higher in the role hierarchy don t receive automatic access However some users such as those with the View All and Modify All object permissions and the View All Data and Modify All Data system permissions can still access records they don t own Search From the Search drop down list select the type of member to add If you don t see the member you want to add enter keywords in the search box and click Find O Note For account owners to see child records owned by high volume portal users they must be members of any portal share groups with access to the portal users data Selected Members Select members from the Available Members box and click Add to add them to the group Selected Delegated Groups In this list specify any delegated administration groups whose members can add or remove members from this public group Select groups from the Available Delegated Groups box and then click
29. aft Articles You can filter draft articles by those assigned to you or those assign to anyone all draft articles for your organization Draft articles can be assigned to any user involved in the editorial work Draft Translation Draft translations are in progress translations of articles into multiple languages They have not been published which means they are not visible on the Articles tab in any channel or in a public knowledge base Article managers can access draft translations on the Articles Management tab by clicking the Translations tab in the View area and choosing Draft Translations You can filter draft translations by those assigned to you those assigned to a translation queue or those assigned to anyone all draft translations in your organization Translations can be assigned to any user who can publish Salesforce Knowledge articles Knowledge Agent Salesforce uses the term knowledge agent to represent a specific type of user Knowledge agents are article consumers in the internal Salesforce Knowledge app These users can access the Articles tab to search for and view articles but they cannot create edit or manage articles Published Article Published articles are available on the Articles tab in the internal app and if applicable in the Customer Portal partner portal and public knowledge base To remove a published article you can archive it or change its status to draft on the Article Management tab To access publ
30. an 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 language for your organization on the Company Information page e Make sure that you have a clear understanding of the type of articles your organization will implement and how users will need to interact with these article types This will determine the article type permissions and article actions that you need to assign to Salesforce Knowledge users which you can then use to create the set of profiles or permission sets required by your organization For more information see Granting Permissions for Salesforce Knowledge Users in the Salesforce Help e Determine if you need to create workflow rules for some of your article types For example you can create a rule that sends an email to an article manager when an agent creates a new article upon closing a case e Determine if you need to create approval processes for some of your article types For example if you have a type of article that must have legal and management approval before it can be published externally you should create an approval process for the article type Consider the following tips if your organization plans to use data categories e You can create up to three category groups with a maximum of five hierarchy levels in each group Each category group can contain a total of 100 categories e Ifyou want
31. archy of criteria that you create For example you may want authors to classify articles by geographical region and product line Agents customers and partners can search for articles according to category and administrators can use data categories to control access to articles Decide which category groups and individual categories you want to create For more information see Setting Up Data Categories on page 29 Do you want to restrict data category access By default all Salesforce Knowledge users can see articles regardless of their category You can restrict category access by role permission set or profile Once a category is mapped only users with assigned visibility can see articles classified with the mapped category Default visibility is available for users without assigned visibility Review the category groups you created and the roles permission sets and profiles you ve assigned or will assign to users then decide how you want to map your categories For more information including details about inheritance rules and an example see Setting Up Data Category Visibility on page 35 Do you want to set up workflow rules or approval processes Determine if you want to create workflow rules or approval processes for some or all of your organization s article types Workflow rules let you create email alerts update fields or send outbound API messages when an article meets certain criteria For example you could create a wo
32. articles requires the following tasks 1 Preparing Articles for Import to Salesforce Knowledge To import articles l l e Manage Salesforce 2 Creating a csv File for Article Import Knowledge 3 Specifying Parameters for Article Import AND 4 Creating a zip File for Article Import Manage Articles 5 Viewing Salesforce Knowledge Import and Export Status AND Manage Knowledge i i Article Import Export Preparing Articles for Import to Salesforce i AND Knowledge Read Create Edit sD and Delete on the l l article type Import articles one article type at a time Sort articles by information type for example FAQ or Offer and ensure each information type has a correspondingSalesforce Knowledge article type that To view articles matches its structure and content For example if you are importing FAQs ensure that Salesforce e Read on the article type Knowledge has an FAQ article type with enough question and answer fields to accommodate the largest FAQ article If field level security is set up for any fields on the article type verify that you have permission to edit these fields To create articles e Manage Articles AND Lee a ra an ofan N S that all ee wees are included in an Read and Create on ile and referenced with a relative path using the img tag and its attribute src the article type If your articles contain HTML files use an article type that contains a rich
33. ate and time link next to the field The time of day includes AM or PM notation In reports you can limit the data by specific dates and times using any custom date field You can make this field required so a user must enter a value before saving an article Allows users to enter an email address which is validated to ensure proper format Character limit is 80 If this field is specified for contacts or leads users can choose the address when clicking Send an Email Note that you can t use custom email addresses for mass emails You can make this field required so a user must enter a value before saving an article Allows users to upload and attach a file to an article You can make this field required so a user must enter a value before saving an article Note the following caveats about File fields e The maximum attachment size is 25 MB e YOU can add up to 5 File fields to each article type contact Salesforce to increase these limits o Ifthe Disallow HTML documents and attachments security setting is enabled File fields do not support HTML files e Text content in a File field attachment is searchable You can search up to 25 MB of attached files on an article For example if an article has six 5 MB file attachments the first 4 16 MB of each file is searchable e You cannot attach Salesforce CRM Content files using the File field e The File field type is not supported in Developer edition e The filename can
34. ategories within an active category group You can restrict category visibility after you have set up your data categories to ensure that users only access articles and questions that you want them to see When working with data categories you can also use the following shortcuts For details about the actions listed such as modifying or deleting categories see the Salesforce online help Task Action Keyboard Shortcut Adding a category Add a sibling to the selected category ENTER Add a child to the selected category ENTER TAB Close the Add Category field ESC Save changes in the Add Category field ENTER Modifying a category Open the Edit Category field for the selected category SPACEBAR Close the Edit Category field ESC Save changes in the Edit Category field ENTER Demoting or promoting a Demote a category down one level as a child of the sibling TAB category currently above it 3 Setting Up Data Categories Task Deleting a category Navigating in the category hierarchy Canceling or repeating an action Saving the changes Action Promote a category up one level as a sibling to its current parent Delete the selected category and its children Move the focus up in the category hierarchy Move the focus down in the category hierarchy Collapse children in a parent category Expand children in a parent category Undo the last action Redo the last action Save the last changes in the category hierarchy Categ
35. ch articles to cases To create articles from answers To search for and read articles from the Article or Knowledge tab To create or edit articles from the Article Management tab To edit draft articles from the Article Management tab To delete articles from the Article Management tab To publish articles from the Article Management tab To assign articles for the Article Management tab To edit published or archived articles To archive articles from the Article Management tab Managing Users User Permissions Needed u Read and Create on the article type Read on the article type Read and Create on the article type u Read on the article type a anage Articles AND u Read Create and Edit on the article type anage Articles AND u Read and Edit on the article type anage Articles AND Read Edit and Delete on the article type AND A delete article action set on the Article Actions Setup page Manage Articles AND Read Create Edit and Delete on the article type AND A publish article action set on Article Actions Setup page anage Articles AND u Read and Edit on the article type anage Articles AND a Read Create and Edit on the article type AND A publish or archive article action s
36. ches Optical Networks and Metro Core selecting Optical Networks from the category drop down menu returns articles assigned to any of the four categories However if the Switches category has a sibling category called Routers selecting Optical Networks does not return articles classified within Routers Category visibility settings may limit the specific articles you can find e 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 been set up For role based visibility Customer Portal users and partner portal users inherit the category group visibility settings assigned to their account managers by default You can change the category group visibility settings for each portal role Ifyou only have access to one category in a category group the category drop down menu for that category group does not display on the Articles tab e Deleting a category 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 all channels 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
37. cle Management tab 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 been validated or not Your organization can create custom picklist values that show the state of an article in the article publication lifecycle and can be used 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 appear in the picklist are Validated Not Validated Work in Progress Validated Internal and Validated External See Defining Validation Status Picklist Values for information on adding custom validation statuses to your organization 4 SelectAllow users to create an article from a case tolet Knowledge users create new articles while working with 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 60 Using Knowledge Centered Support Practices in Salesforce Knowledge Defining Validation Status Picklist Values When the Validation Status field is enabled on the Knowledge Settings page you can create picklist values that show the state of an article in the article publication lifecycle In our example these validation statuses control which
38. cles 23 Enabling Salesforce Knowledge and Managing Users Managing Users Salesforce Knowledge Task User Permissions Needed AND Manage Knowledge Article Import Export AND Read Create Edit and Delete on the article type O Note e To delete published article and translations first remove them from publication by choosing edit or archive e When a user without delete access cancels the editing on published article the newly created article draft is not deleted automatically Create Salesforce Knowledge Users The feature license is indicated by the Knowledge User checkbox on the user detail page If it does not appear verify that your organization has purchased enough feature licenses To create users 1 From Setup enter Users inthe Quick Find box then select Users Click Edit next to the user s name or click New to create a new user If you are creating a new user complete all the required fields Select the Knowledge User checkbox Verify that the user has the correct user permissions required Click Save Oo MOA ow N Note To create portal users see Providing Articles in the Customer Portal or Providing Articles in a Partner Portal on page 48 Public knowledge base visitors do not require authenticated access once the public knowledge base has been created Assign Article Actions to Public Groups To assign article actions to public groups 1 Create a public group for each
39. cles related list to case page layouts so agents can search for articles from cases The following tasks are optional depending on which features you want to make available to support agents Enabling Suggested Articles on New Cases 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 case subject The user working the case can scan the articles and attach them to the case if needed or initiate another search with different keywords Articles attached to the case appear on the Articles related list which also provides a Find Articles button to search the knowledge base at any time To enable suggested articles 1 From Setup enter Support Settings inthe Quick Find box then select Support Settings 2 Click Edit and choose Enable suggested articles Suggested articles and suggested solutions cannot be enabled at the same time 3 Choose each audience channel that should receive suggested articles when submitting a case Suggested articles are available for the internal app and the portals 4 When you re done with the Support Settings page click Save 43 USER PERMISSIONS To change support settings e Manage Cases AND Customize Application n To view articles e Read on the article s article type Enabling Article Options for Cases Enabling Article Submission Dur
40. d 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 underscores and alphanumeric characters and must be unique in your organization It must begin with a letter not include spaces not end with an underscore and not contain two consecutive underscores Ensure the custom field name is not identical to any standard field name 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 click Next Field level security allows you to control which fields are visible in different channels 8 Ifyou do not want the field to be added automatically to the article type layout uncheck Yes add this custom field to the layout 9 Click Save to finish or Save amp New to create more custom fields 10 Optionally rearrange your custom fields on the article type layout Modifying the Layout Article type layouts determine which fields users can view and edit when entering data for an article They also determine which sections appear when users view articles The format of the article for example whether layout sections display as subtabs or as a single page with links is defin
41. d to a translation queue 4 Click Edit next to the article and language you want to translate 5 Enter your translation 6 Click Save Note You can also edit a published translation It reverts to draft status until you republish it although you can choose to keep the existing version published while you update it Creating a Queue for Knowledge Article Exports If your organization wants to use queues in approval processes or send articles for translation outside of Salesforce you need to create one 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 For translation 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 Exporting Articles for Translation If your organization sends Salesforce Knowledge articles to a vendor for translation articles are put into a translation queue O Note You can have up to 50 exports in 24 hours and a maximum of 15 pending exports exports that have not entered a final state such as Completed Failed or Canceled To generate an export file containing the articles that have been submitted for translation 1 From Setup enter Export Articles
42. different job duties and functions To enable users to perform these functions you create public groups for each role and assign only the necessary article actions to that group The criteria you create in the approval process defines which validation status can be automatically approved and published and which article must be approved and published by a domain expert For example Anne the KCS Contributor can createa Validated External article but based on the article actions assigned to her public group the approval process sends her article to Pat the KCS Publisher to be published Pat as a KCS Publisher can publish his own articles without submitting them to a queue The following table lists the job functions that each role needs to perform on articles in the organization Job Function KCS Reader KCS Candidate KCS Contributor KCS Publisher Create and publish Work 0 Automatically approved Automatically approved Yes in Progress and published and published Create and publish Not 0 Automatically approved Automatically approved Yes Validated and published and published Create and publish O Needs approval Automatically approved Yes Validated and published Internal Create and publish No Needs approval Needs approval Yes Validated External Update and publish Work No 0 Automatically approved Yes in Progress and published Update and publish Not No 0 Automatically approved Yes Val
43. e if you want to have each FAQ published as a new Available in Salesforce version each time it completes the approval process you can create a knowledge action that links Classic the FAQ article type to the Publish as New action Then when you create an approval process for FAQs select the new Knowledge Action Salesforce Knowledge is available in Performance 7 Note When you create the approval process make sure to change the final approval action and Developer editions to Unlock the record for editing to let users publish the article Salesforce Knowledge is To maximize memory usage when publishing large groups of articles Salesforce may delay available for an additional publication and adds the articles to the publication queue This happens when the number of cost in Enterprise and articles and translations multiplied by the number of rich text areas is greater than 100 You can Unlimited editions view the publishing queue to check the status of the articles on the Automated Process Actions page USER PERMISSIONS 1 From Setup enter Knowledge Action inthe Quick Find box then select Knowledge Action To enable Salesforce Knowledge Actions 2 Click New Knowledge Action e Customize Application 3 Select the article type for the action The workflow rules and approval process that you associate with the action must belong to the same article type 4 Enter a unique name for the knowledge action 5 Select the typ
44. e from the Profile drop down menu For an existing user click Edit and then select the profile d Click Save EDITIONS Available in Salesforce Classic Available in e Enterprise e Performance e Unlimited e Developer USER PERMISSIONS To set up and update the partner portal e Customize Application To create and edit profiles e Manage Profiles and Permission Sets To manage portal users e Manage Portal Users OR Manage External Users To view Salesforce Knowledge articles e Read permission on article type s available on the partner portal Note Partner portal users inherit the same roles and category group visibility settings as their account managers If you want to modify article access for portal users update the portal role s category group visibility settings in the portal Notify publishers that they must select Partner as a channel option when creating or modifying articles to make the articles visible To allow users to search for articles from the Home tab add the Article Search component to the home page layout For more information see Design Home Page Layouts in the Salesforce Help Ensure that you assign the layout to the partner user profiles 48 IMPORTING ARTICLES INTO SALESFORCE KNOWLEDGE The Article Importer tool allows you to import articles from an existing knowledge base into USER PERMISSIONS Salesforce Knowledge Importing
45. e hierarchy access to data categories is determined by the user s role Introduction to Salesforce Knowledge What is Salesforce Knowledge 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 Publish the completed draft to one or more channels depending on the audiences you ve configured the Articles tab in your Salesforce 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 Archive the article when it is obsolete to remove it from publication As with publishing an article you can archive immed
46. e of action you want to apply to the article type For example Publish as New publishes the article as a new version 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 detail page 64 Using Knowledge Centered Support Practices in Salesforce Creating Approval and Publishing Queues Knowledge Creating Approval and Publishing Queues Depending on the validation status of an article candidates and contributors must have some or USER PERMISSIONS all of the articles they create reviewed and approved before they can be published To get articles reviewed approved and published quickly authors submit articles to a queue In this example we To create or change queues need to create the Publishing External queue that both candidates and contributors use to submit e Customize Application articles for approval AND 1 From Setup enter Queues inthe Quick Find box then select Queues Manage Public List 2 Click New Views 3 Enterthe Label and Queue Name To change queues created by other users e Customize Application AND Manage Public List Views and Manage To Notify You Must Users For our example use Publishing External for the Label and Publishing_External for
47. e that internal only fields do not appear in article PDFs e Fields in the Properties section of an article including First Published Last Modified Last Published and Summary are not included in any PDF version regardless of setting or profile 45 PROVIDING ARTICLES IN A COMMUNITY You can use Communities to access your knowledge base articles if your Salesforce organization has a Salesforce Knowledge license Once Salesforce Knowledge is enabled complete the following steps to view articles in your communities 1 Update profiles Clone the Customer Community User Customer Community Plus User or Partner Community User profiles and enable the Read permission for article types you want to share 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 new profile 2 Add the Articles or Knowledge tab to each community a b C In Community Management click Administration gt Tabs 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 Click Save 3 Assign the cloned profiles to your community users a b d Display the contact detail page To create a new user click Manage External User then choose either Enable Partner User or Enable Customer User To update an ex
48. ed Description exported successfully are available in Salesforce The import or export is complete Successfully imported articles are visible on he Article Management tab on the Articles subtab Successfully imported translations are visible on the Article anagement tab on the Translations subtab 55 Possible Action receive the completion email and check the details of your import or export Note that this status doesn t mean the import or export is successful Click Email Log to see the log file attached to the completion email and check the details of your import or export Click the exported zip file name to save or open the file on your system USING KNOWLEDGE CENTERED SUPPORT PRACTICES IN SALESFORCE KNOWLEDGE Salesforce Knowledge is now KCS Verified by the Consortium for Service Innovation which recognizes best practices in customer support methodologies By implementing Knowledge Centered Support KCS features in your organization you can create more efficient collaboration within your team of Salesforce Knowledge users and provide pertinent and accurate information to your customers This chapter lists some important steps in implementing this exciting group of features that make the best practices in the industry available to your organization These implementation steps include e Defining KCS User Profiles e Enabling KCS Settings e Defining Validation Status Picklist Values e Creating User
49. ed by the article type template Each article type has only one layout but you can choose a different template for each of the article type s four channels Q Tip You can also use field level security to hide fields on article types For example if you publish the same article in the internal app and the Customer Portal you may want to use field level security to hide a custom field suchas Internal Comments from Customer Portal users To modify the layout for your article type 1 In the Fields related list on your article type s detail page click Edit Layout 2 When working on the layout e The layout editor consists of two parts a palette on the upper portion of the screen and the layout on the lower portion of the screen The palette contains the available fields and a section element The layout contains an Information section and space for you to add sections By default all custom fields are included in the Information section 17 Creating Article Types Choosing a Template O Note The Article Number Summary Title and URL Name standard fields do not display in the layout Article Number and Summary appear in a read only Properties section at the top of the published article Also included in this header are the First Published Last Modified and Last Published fields e Toadd a new section drag and drop the section element into the palette e To change the name of a section click its title You cannot rename the Information sec
50. ee eee 61 Creating Public GroupS 2 eee eee eee eens 61 Assign Article Actions to Public Groups 2 eee eee 63 Creating and Activating Knowledge Actions 2 6 eee 64 Creating Approval and Publishing Queues 2 eee eee 65 KCS Approval Processes and Article Actions eee 65 INTRODUCTION TO SALESFORCE KNOWLEDGE Streamline and enhance your customer service processes with Salesforce Knowledge The knowledge base lets you create and manage custom articles that can be easily shared with your Salesforce Knowledge users customers partners and website visitors Using this Guide Use this guide to perform setup tasks in the following sequence 1 Familiarize yourself with Salesforce Knowledge features and terminology Prepare your implementation by answering the planning questions Create one or more article types Enable Salesforce Knowledge Create Salesforce Knowledge users Set up data categories for classifying articles Restrict article access by mapping data categories to roles Optionally enable multiple languages for Salesforce Knowledge J au K WH Optionally allow case users to find create and send articles 10 Optionally enable Salesforce Knowledge in the Customer Portal 11 Optionally enable Salesforce Knowledge in the partner portal 12 Optionally import existing content into Salesforce Knowledge What is Salesforce Knowledge EDITIONS Available in Salesforce Classic Sal
51. esforce Knowledge is available in Performance and Developer editions Salesforce Knowledge is available for an additional cost in Enterprise and Unlimited editions 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 The article type template determines how the layout appears to viewers of the published article and administrators can choose unique templates for different audiences and article types Salesforce provides two standard article type templates Tab and Table of Contents and you can use Visualforce to create custom templates Categorizing Articles Data categories classify articles in Salesforce Knowledge This classification helps users find articles and allows administrators to control article visibility After data categories have been set up article managers can assign the relevant categories to draft articles 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 If your organization uses a rol
52. ess see Creating and Assigning Salesforce Knowledge Users in the Salesforce Help sers who will edit draft articles manage the publishing process or manage the translation process need the Manage Articles ermission and the appropriate article type permissions Manage Articles is on by default in the System Administrator profile U p e Users with the Manage Articles permission are assigned all article actions automatically Article actions in the Salesforce Help allow users to do things like publish and archive articles or manage the translation process U sers who will create data categories need the Manage Data Categories permission This permission is on by default in the System e Users who will import articles or import or export translations need the Read Create Edit and Delete permissions Refer to this table for details on permissions associated with Salesforce Knowledge tasks Salesforce Knowledge Task To create article types To manage article actions To create articles from cases using the simple editor To create articles from cases using the standard editor 21 User Permissions Needed u anage Salesforce Knowledge anage Salesforce Knowledge Read and Create on the article type anage Articles AND Enabling Salesforce Knowledge and Managing Users Salesforce Knowledge Task To search articles from cases and atta
53. et on the Article Actions Setup page Manage Articles AND 22 Enabling Salesforce Knowledge and Managing Users Salesforce Knowledge Task To submit articles for translation To delete translated articles To publish translated articles To edit translated articles To import articles To import and export translated articles Managing Users User Permissions Needed Read Create Edit and Delete on the article type AND An archive article action set on the Article Actions Setup page Manage Articles AND Read Create and Edit on the article type AND A translate article action set on the Article Actions Setup page Manage Articles AND Read Edit and Delete on the article type AND A delete article action set on the Article Actions Setup page Manage Articles AND Read Create Edit and Delete on the article type AND A publish article action set on the Article Actions Setup page Manage Articles AND Read Create and Edit on the article type AND A translate article action set on the Article Actions Setup page anage Salesforce Knowledge AND anage Articles AND anage Knowledge Article Import Export AND Read Create Edit and Delete on the article type anage Salesforce Knowledge AND anage Arti
54. for Translation inthe Quick Find box then select Export Articles for Translation 2 Select the queue that contains the articles you re exporting 3 Click either e All articles to export every article in the queue e Updated articles to only export articles that have been modified or added 40 Providing a Multiple Language Knowledge Base Click Continue Select the source and target language pairs you want to export Salesforce creates a separate zip file for every article type in each language pair O Important You must retain the zip file structure for a successful import For more information see Importing Article Translations in the Salesforce Help To have the files reviewed or published after being translated select a user or a queue and then select the name of the user or queue Select the file character encoding e 50 8859 1 General US Westion European ISO LATIN 1 e Unicode e Unicode UTF 8 default e Japanese Windows e Japanese Shift_JIIS e Chinese National Standard GB18030 e Chinese Simplified GB2312 e Chinese Traditional Big5 e Korean e Unicode UTF 16 Big Endian Select the delimiter for the csv files The delimiter is the separator for columns when the file is converted to table form Your options are e Tab This is the default e Comma Click Export Now You re notified by email when your export is complete You can also check the status of your export by view
55. for this Page E _ First Three Months Free ee Rate This Avticle Average Rating No Rating Properties e FAQs Features and New accounts receive a rebate worth three months of standard service A Contract Templates Benefits Details Order must be places online e Standard service is 29 95 per month so the savings is worth 89 85 Requires a 2 year contract e Areopened account qualifies as new If itwas closed more than 365 days from the date of the new contract Standard service provides download speeds of up to 0 times faster than dial up Includes the full security suite Y Terms and pay the difference according to the plan purchased A 24 terrn is required on all orders An 80 early a Conditions termination fee applies to term contracts The credit will appear on bill no later than the sixth month Cannot be combined with other offers Service must be active for 90 days to be eligible Applicable taxes __ and fees will be based on the full monthly price Y Assign an article type template to each channel 1 In the Channel Displays related list on your article type s detail page click Edit 2 For each channel specify the template For the internal app and Customer Portal Tab is the default template For the public knowledge base Table of Contents is the default template If a custom template has been created for this article type the custom template also displays in the drop down menu 3 Click Save
56. h 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 When the beta version of search spell correction is enabled the system searches and retrieves alternate spellings for English search terms 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 On the Article Management tab you can search for a specific article within the chosen list view The Article Search component allows you to search for articles from the Home tab 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 ifan article has not received a new vote its average moves up or down according to a half life calculation This change ensures that over time older or outdated articles don t maintain artificially high or low ratings compared to newer more frequently used articles Articles without recent votes trend towards an average rating of 3 stars The Articles tab also allows users to compare the ratings for different articles and sort the list view according to highest or lowest rated articles Introduction to Salesforce Knowledge Useful Terminology O Note Articles with no votes have the same average rating as articles with
57. have either Work in Progress or Not Validated statuses and can change them to Validated Internal Since she doesn t have permission to publish articles to an external audience she must submit those customer facing articles to the Publishing External queue Note Article approvers require the Manage Articles permission and at least the Read permission on the article type associated with articles they review These permissions let them access the article in a draft state Without these permissions approvers can reassign but not approve articles Anne is amember of the KCS Contributor public group She needs the following permissions to perform her job duties Permission Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Create new articles from cases using the simple editor Create new articles from cases using the standard editor Search articles from and attach articles to cases Create new articles from answers Search for and read articles from the Articles tab 57 Using Knowledge Centered Support Practices in Salesforce Defining KCS User Profiles Knowledge Permission Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Create or edit article from the Article Management tab Edit draft articles from the Article Management tab Delete articles version or entire from Article Management tab Assign articles from
58. iately or on a future date 6 Delete the article as needed or turn it into a draft and begin a new publishing cycle Creating Articles Authors create articles by selecting an article type writing content assigning categories and choosing one or more channels Depending on the article type several fields may be available for different types of data Supporting Multiple Languages With multiple languages for Salesforce Knowledge you can lower support costs by translating articles into the languages your audience prefers After 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 Different languages can use different methods For example you may want to export articles to a vendor for French translations but assign articles to a Salesforce Knowledge user for Spanish translations Using Articles to Solve Cases Salesforce Knowledge and cases combine to provide a powerful customer support tool 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 Searching for Articles Finding articles in Salesforce Knowledge is quick and easy Enter a searc
59. icle Submission During Case Close USER PERMISSIONS To edit Salesforce Knowledge settings e Customize Application To modify page layouts e Customize Application To create articles e Read and Create on the article type used to create articles from cases AND Knowledge User checked on the user detail page To create cases e Create on cases From Setup enter Cases inthe Quick Find box select Page Layouts and edit each close case layout e Click Layout Properties e Selectthe Enable submissions during case close checkboxand choose Submit Articles You can only submit articles or solutions not both e Click Save Creating an Email Template for Sending Articles USER PERMISSIONS To set up Email to Case or On Demand Email to Case Customize Application To enable Email to Case or On Demand Email to Case Modify all Data AND Customize Application To customize page layouts Customize Application To create or change HTML email templates Edit HTML Templates To create or change public email template folders 44 Manage Public Templates Enabling Article Options for Cases Creating an Email Template for Sending Articles To create or change Visualforce email templates Customize Application If articles are associat ed with a case users working on the case can attach PDF versions of the articles to an email simply by choosing a
60. idated and published Update and publish No 0 Automatically approved Yes Validated and published Internal Update and publish No No Needs approval Yes Validated External 59 Using Knowledge Centered Support Practices in Salesforce Creating Users Knowledge Creating Users To give your knowledge users access to the KCS related features in Salesforce Knowledge you need to create user profiles with the appropriate user permissions and then assign users to these profiles In addition you need to specify which users in your company are Salesforce Knowledge users For detailed steps on granting user permissions and setting up and assigning users see Enabling Salesforce Knowledge and Managing Users on page 20 Enabling KCS Settings You ll need to configure several KCS related features on the Knowledge Settings page to enable users to create articles from more places and get articles approved and published more easily Before enabling Salesforce Knowledge you must create at least one article type For more information on setting up article types see Defining Article Types in the Salesforce Help To enable the KCS related features for your users 1 From Setup enter Knowledge Settings inthe 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 Arti
61. ile before these users can view categorized articles and questions Visibility of Categorized Articles A user can see an article if he or she can see at least one category per category group on the article For example consider an article that is classified with California and Ohio inthe Geography category group and Desktop in the Products category group e Ifyou have visibility on Ohio and Desktop but not California you can see the article e Ifyou don t have visibility on either California or Ohio but do have visibility on Desktop you do not see the article e Ifyou have visibility on California but not Desktop you do not see the article Revoked Visibility Data category visibility can be revoked set to None for a particular category group Users in the target role permission set or profile can only see articles and questions that aren t classified with a category in that category group For example if a user s role has revoked visibility in the Geography category group but visibility to the Products category group he or she can only see articles that have no categories in Geography and are classified with a category in Products Because an answers zone can only be assigned to one category group if the Geography category group was assigned to the zone and a member s role visibility was revoked for that group the member could only see uncategorized questions Editing Data Category Visibility Settings To edit data category visibilit
62. ing Case Close To quickly capture information that helped solve a case users can close a case and be taken directly to a draft article When the article is published it is automatically attached to the original case and is available in the knowledge base for easy search and reference To enable the Save and Create Article button on the close case page 1 From Setup enter Knowledge Settings inthe Quick Find box then select Knowledge Settings Select Allow users to create an article when closing a case You must also choose e A default article type This determines which fields appear on the draft article By default the Title field on all articles contains the case subject e An article assignee All draft articles created when a case is closed are sent to the assignee for review The assignee can edit publish delete or reassign the article When the article is published it is automatically attached to the Articles related list on the case detail page Optionally create an Apex class that pre populates fields on the draft article then select the class fromthe Use Apex customization field For detailed instructions see Example Apex Customization for Submitting Articles from Cases in the Salesforce Help When you re done with the Settings page click Save Q Tip The Use a profile to create customer ready article PDFs on cases option is described below in Creating an Email Template for Sending Articles Enabling Art
63. ing the Article Import and Export Queue From Setup enter Article Imports and Exports inthe Quick Find box then select Article Imports and Exports For description of status states see Viewing Salesforce Knowledge Import and Export Status in the Salesforce Help 10 Unzip the exported files but retain the file structure for a successful import Importing Article Translations Consider the following before importing translated articles into Salesforce You can only import articles that have been exported from the same Salesforce organization For example you can t export articles from your test or sandbox organization and import them into your production organization You must place all the translation files meaning those exported from Salesforce and translated by your vendor in a folder whose name is the same as the language code For example put French articles in an r folder Zip up this folder to create your import file 41 Providing a Multiple Language Knowledge Base e Toimport translated articles successfully verify that the file structure and their extensions match the file structure and extensions of files exported from Salesforce Knowledge for translation For example if the target language is French the file structure begins as follows import properties fr articletypearticlename_ kav articlename csv Article collateral html images etc To import translated articles 1 From Setup enter
64. ings assigned to their account managers by default You can change the category group visibility settings for each portal role Ifyou only have access to one category in a category group the category drop down menu for that category group does not display on the Articles tab Deleting a category 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 all channels 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 Deleting a category group Moves it to the Deleted Category Groups section which is a recycle bin You can view items in this section but not edit them It holds category groups for 15 days before they are permanently erased and cannot be recovered During the 15 day holding period 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
65. ion dialog Choose a person or a queue the individual responsible for translating articles into this language or the queue used for exporting articles to a localization vendor Default Reviewer Select the person who should be assigned to review or publish translations imported in this language 5 Click Save Submitting Articles for Translation To submit articles for translation from the Article Management tab 1 Select an article or articles and click Submit for Translation 2 Optionally select a due date for one translation or all translations You can set dues dates for each language Due dates appear on the Translations list view They display in red if the date is passed 39 Providing a Multiple Language Knowledge Base 3 Select from the languages supported by your knowledge base 4 Optionally change the assignee You can assign the article to another knowledge base user for translation or assign the article to a queue for export to a translation vendor 5 Ifyou want email notifications sent to the assignees check Send notification email 6 Click Save Translating Articles within Salesforce Knowledge To translate an article within Salesforce 1 Click the Article Management tab and select Translations in the View area 2 Select Draft Translations 3 Optionally change the Assigned To filter to view articles that are not assigned to you for translation For example you may want to view articles assigne
66. ion see Creating Search Synonyms in the Salesforce Help Salesforce Knowledge Best Practices Introduction to Salesforce Knowledge Salesforce Knowledge Best Practices e 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 in the Salesforce Help e Create custom reports on your Salesforce Knowledge data You can also install the Knowledge Base Dashboards and Reports app from the AppExchange to receive over two dozen helpful reports e 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 e Know the maximum limits for articles article types and data categories e Review your usage regularly to avoid storage shortages from Setup enter Storage Usage inthe Quick Find box then select Storage Usage PLANNING YOUR IMPLEMENTATION Before you can begin setting up Salesforce Knowledge it is important that you consider the following questions The answers to these questions are necessary prerequisites to completing the tasks in this guide How many article types do you need Article types are custom containers for your articles
67. ished articles on the Articles Management tab click the Articles tab in the View area and choose Published Articles Published Translation Published translations are articles translated into multiple languages that are available on the Articles tab in the internal app and if applicable in the Customer Portal partner portal and public knowledge base To remove a published translation you can archive it or change its status to draft on the Article Management tab To access published translations on the Articles Management tab click the Translations tab in the View area and choose Published Translations Salesforce Knowledge Implementation Tips Consider the following information when planning and implementing Salesforce Knowledge for your organization Introduction to Salesforce Knowledge Salesforce Knowledge Implementation Tips e For detailed implementation instructions see Setting Up Salesforce Knowledge in the Salesforce Help e Ifyou want to make articles visible on your website install the Sample Public Knowledge Base for Salesforce Knowledge app from the AppExchange e Public knowledge base users cannot rate articles e The File custom field type allows users to attach documents to articles Note the following caveats about File fields 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 Ifthe Disallow HTML documents and attachme
68. isting user click Manage External User then choose View Partner User or View Customer User For anew user select the cloned profile from the Profile drop down menu For an existing user Click Edit and then select the profile Click Save 4 If you want your community users to have different category group visibility settings change the visibility settings by permission set profile or role For example you can prohibit users with the Customer Community User profile from seeing articles in a certain category group by changing the data category visibility for that profile 5 Notify users who create articles that they must select Customer for users with Customer Community or Customer Community Plus licenses or Partner for users with Partner Community licenses as a channel option when creating or modifying an article If the appropriate channel is not selected the article is not published in the community 46 EDITIONS Available in Salesforce Classic Available in e Enterprise e Performance e Unlimited e Developer USER PERMISSIONS To create customize or activate a community e Create and Set Up Communities AND is a member of the community they re trying to update To set up Salesforce Knowledge create article types and article actions and modify category groups assignments e Customize Application AND Manage Salesforce Knowledge To assign user licenses e Manage Inter
69. les in the Customer Portal on page 47 Do you want partner portal users to have access to articles To give your partners access to the knowledge base make the Articles tab visible in the partner portal For more information see Providing Articles in a Partner Portal on page 48 Do you want to create a public knowledge base on your website If you want visitors to your website to view Salesforce Knowledge articles install the Public Knowledge Base app from the AppExchange To install configure and customize your public knowledge base with this package see the Public Knowledge Base AppExchange App Guide available on the AppExchange Planning Your Implementation Do you want users to search using synonym groups From Setup enter Knowledge Synonyms inthe Quick Find box then select Knowledge Synonyms to create and manage synonym groups Synonym groups are words or phrases that are treated as equivalent in article searches Users can find articles when entering search terms that do not match any terms in the article if the search term is part of a synonym group For more information see Creating Search Synonyms in the Salesforce Help CREATING ARTICLE TYPES The first step when setting up Salesforce Knowledge is to create one or more article types You USER PERMISSIONS cannot enable Salesforce Knowledge until at least one article type is created Creating an article type consists of the following tasks To create modify and de
70. lete article types 1 Specify the properties of your article type such as Name and Description Customize Application 2 Create custom fields for your article type so authors know what information to provide AND 3 Arrange the fields into sections by modifying the article type layout Manage Salesforce 4 Choose an article type template for each channel Bnbienge 5 Set permissions for the article type Specifying Basic Properties To create an article type O Note If from Setup you can t find the Knowledge area make sure Knowledge User is selected on your user detail page 1 From Setup enter Knowledge Article Types inthe Quick Find box then select Knowledge Article Types 2 Click New Article Type or edit an existing article type 3 Enterthe following Field Description Label A name used to refer to the article type in any user interface pages Plural Label The plural name of the object If you create a tab for this object this name is used for the tab Gender If it is appropriate for your organization s default language specify the gender of the label This field appears if the organization wide default language expects gender Your personal language preference setting does not affect whether the field appears For example if the organization s default language is English and your personal language is French you are not prompted for gender when creating an article type Starts with a vowel sou
71. m you ll need to create a text field where authors can write the body of the article Review the following table showing the custom field types available for articles and decide which fields you want to create for your article type Field Type Article Currency Currency Date Date Time 13 Description In a multiple currency organization an article can have an article currency field to set the article s currency ISO code Allows users to enter a currency amount The system automatically formats the field as a currency amount This can be useful if you export data to a spreadsheet application You can make this field required so a user must enter a value before saving an article Note Salesforce uses the round half to even tie breaking rule for currency fields For example 23 5 becomes 24 22 5 becomes 22 22 5 becomes 22 and 23 5 becomes 24 Values lose precision after 15 decimal places Allows users to enter a date or pick a date from a popup calendar In reports you can limit the data by specific dates using any custom date field You can make this field required so a user must enter a value before saving an article Allows users to enter a date or pick a date from a popup calendar and enter a time of day They can also add the current date and Creating Article Types Field Type Email File Formula Lookup Relationship Creating Custom Fields Description time by clicking the d
72. n approval process is enabled for an article s article type the Approval History related list displays on the article details page When creating an approval process change the final approval action to Unlock the record for editing to allow users to publish the article Articles aren t published automatically at the end of an approval process Users must click Publish to make the article available in the 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 Which buttons they see is determined by both permissions and article actions These users can publish an article without submitting it for approval To prevent this from affecting many users assign the Publish Articles article action to a limited group of users instead of giving it to all users with the Manage Articles permission For more information see Assigning Article Actions to Public Groups in the Salesforce Help You ll still want to make sure that the users with direct publishing capability know which articles need approval before publication Article approvers require the Manage Articles permission and at least the Read permission on the article type associated with articles they review These permissions let them access the article in a draft state Without these permissions a
73. n be created with Visualforce Category Group for Articles n Salesforce Knowledge a category group organizes data categories into a logical hierarchy For example to classify articles by sales regions and business units create two category groups Sales Regions and Business Units The Sales Regions category group could consist 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 tofive levels When creating articles authors assign the relevant categories to the article End users searching for articles can search and filter by category Channel A channel refers to the medium by which an article is available Salesforce Knowledge offers four channels where you can make articles available e Internal App Salesforce users can access articles in the Articles tab depending on their role visibility Introduction to Salesforce Knowledge Salesforce Knowledge Implementation Tips e Customer Customers can access articles if the Articles tab is available in a community or Customer Portal Customer users inherit the role visibility of the manager on the account In a community the article is only available to users with Customer Community or Customer Community Plus licenses e Partner Partners can access articles if the Articles tab is available in a community or partner portal Partner users inherit the role visibility of the manager on the account In a comm
74. nal Users To create data categories e Manage Data Categories PROVIDING ARTICLES IN THE CUSTOMER PORTAL You can use the Customer Portal to provide your customers with access to Salesforce Knowledge USER PERMISSIONS articles Portal users can view and rate articles but cannot create or edit articles After you have enabled Salesforce Knowledge and the Customer Portal in your organization To set up and update the complete the steps below to make articles visible to portal users For instructions on enabling the Customer Portal and managing profiles see the Salesforce online help 1 Customer Portal e Customize Application To create and edit profiles e Manage Profiles and a Clone the Customer Portal User or Customer Portal Manager profiles to include the View Permission Sets Articles user permission Update Customer Portal profiles To manage Customer Portal b In the cloned profiles verify that the tab visibility for the Articles tab is Default On Users e Edit Self Service Users Activate the new profile To view Salesforce a From Setup enter Customer Portal Settings inthe Quick Find box then Knowledge articles select Customer Portal Settings e Read on the article s article type 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 Add the Articles tab to each C
75. nd If itis appropriate for your organization s default language check if your label should be preceded by an instead of a Object Name Read only A unique name used to refer to the article type when using the Force com API In managed packages this unique name prevents naming conflicts on package installations The Object Name field can contain only underscores and alphanumeric characters It must be unique begin with a letter not include 12 Creating Article Types Field Description Track Field History Deployment Status 4 Click Save The article type detail page opens Creating Custom Fields Creating Custom Fields Description spaces not end with an underscore and not contain two consecutive underscores An optional description of the article type A meaningful description will help you remember the differences between your article types when you are viewing them in a list Select this option to track the full history of an article and its versions The system records and displays field updates publishing workflow events and language versions for the master article and any translations Indicates whether the article type is visible outside Setup In Development means article managers cannot choose this article type when creating articles Only select Deployed after you are done creating the article type Article types have only three standard fields Summary Title and URL Name so at minimu
76. not exceed 40 characters e You cannot convert a File field type into any other data type Allows users to automatically calculate values based on other values or fields such as merge fields O Note Salesforce uses the round half up tie breaking rule for numbers in formula fields For example 12 345 becomes 12 35 and 12 345 becomes 12 34 In Database com the Formula editor does not provide a Check Syntax button Syntax checking occurs when the user attempts to save the formula Creates a relationship between two records so you can associate them with each other For example opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity A lookup relationship creates a field that allows 14 Creating Article Types Field Type Number Percent Phone Picklist Picklist Dependent 15 Creating Custom Fields Description users to click a lookup icon and select another record from a popup window On the associated record you can then display a related list to show all of the records that are linked to it You can create lookup relationship fields that link to users standard objects or custom objects If a lookup field references a record that has been deleted Salesforce clears the value of the lookup field by default Alternatively you can choose to prevent records from being deleted if they re in a lookup relationship You can make this field required so a u
77. nt child hierarchy e The No Filter criteria on Products only retrieves an article assigned to No Categories FOUND Reasons e Canada is the child of America e Computers is the parent of Desktop Category Filtering Examples An article assigned to Europe only is NOT FOUND Reasons Europe is the parent of France but all filter criteria must be met If an article is not assigned to a category No Filter must be selected in the corresponding category drop down menu to retrieve the article FOUND Reasons Europe is an exact match On Products the article is assigned to No Categories and No Filter was chosen as a filter NOT FOUND Reasons America and Europe are siblings rather than members of the same parent child hierarchy If an article is not assigned to a category No Filter must be selected in the corresponding category drop down menu to retrieve the article The examples in the table use the Products and Geography category groups These groups consist of the following hierarchies Products Category Group e All Products Consumer Electronics e Cameras e Audio e Printers Enterprise Electronics 33 Setting Up Data Categories Swi PEX Des Routers ches ers ops tops PDAs Geography Category Group e All Countries Americas USA Canada Brazil Asia China Japan Europe ndia France United Kingd
78. nterprise Workflow rules let you create email alerts update fields or send outbound API messages when an z Sela e Unlimite article meets certain criteria For example you could create a workflow rule that sends an email alert to the article owner when a new article is created from a case Note that tasks are not supported by article type workflow Approval processes automate the approval of articles When implemented with Salesforce USER PERMISSIONS Knowledge approval processes give you additional control over the content of your articles and the process used to approve them For example you can create a process that requires legal and management teams to approve articles containing sensitive information e Developer To view workflow rules and approval processes e View Setup and Configuration Creating Workflow Rules for Article Types To create or change workflow rules and approval processes 1 From Setup enter Workflow Rules inthe Quick Find box then select Workflow e Customize Application Rules to access the workflow rules list page On the workflow rules list page click New Rule Select the article type from the Select object drop down list Click Next Enter a rule name Optionally enter a description for the rule Select the evaluation criteria Choose criteria are met Enter criteria for the rule Click Save amp Next 10 Click Add Workflow Action and select the type of action for the rule
79. ntract Templates Features and Benefits New accounts receive a rebate worth three months of standard service gt Detalls Order must be places online Standard serice Is 29 95 per month so the savings Is worth 89 85 Requires a 2 year contract e Areopened account qualifies as new fitwas closed more than 365 days from the date of the new contract Standard service provides download speeds of up to 50 times faster than dial up Includes the full security suite Installation charges are still applicable v Terms and Conditions New accounts purchasing standard service at 29 95 per month will receive three months of free service Customers purchasing Silver or Gold service levels will receive a 29 95 credit and will be required to pay the difference according to the plan purchased A 24 term Is required on all orders An 80 early termination fee applies to term contracts The credit will appear on bill no later than the sixth month Cannot be combined with other offers Service must be active for 90 days lo be eligible Applicable taxes and fees will be based on the full monthly price If you choose the Table of Contents template the sections you defined in the article type layout appear on one page with hyperlinks to each section title 18 Creating Article Types Setting Article Type Permissions Published Article Using the Table of Contents Article Type Template Printable View Help
80. nts security setting is enabled File fields do not support HTML files Text content in a File field attachment is searchable You can search up to 25 MB of attached files on an article For example if an 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 e You will lose your data if you convert a custom field on an article type into any other field type Do not convert custom fields unless no data exists for the field e When renaming Salesforce Knowledge labels note that standard field names like title and type are fixed These fields do not change the labels on the article create and edit pages If the organization is set to another language these fields remain in the fixed label for that language e The Salesforce Knowledge search engine supports lemmatization which is the process of reducing a word to its root form With lemmatization a search can match expanded forms of a search term For example a search for running matches items that contain 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 Russi
81. o e Automatically receive suggested articles when creating a new case whether in the internal app or a public site e Contribute to the knowledge base by creating a draft article when closing a case e Select an email template that converts attached articles to PDF files on a message For more information see Enabling Article Options for Cases on page 43 Do you want members of your answers community to promote replies to articles If your organization has an answers community in the Community application you can give members the opportunity to convert a particularly helpful reply into an article in the knowledge base After you enable the Allow users to create an article from a reply option on the Knowledge Settings page in Setup community members who have access to create articles will see a Promote to Article button on replies After the article is published users browsing the answers community will see a link to the article on the reply Do you need to import articles from an existing knowledge base into Salesforce Knowledge Content from an existing knowledge base can be mapped to article types and imported into Salesforce Knowledge For detailed instructions see Importing Articles into Salesforce Knowledge on page 49 Do you want Customer Portal users to have access to articles To give your customers access to the knowledge base make the Articles tab visible in the Customer Portal For more information see Providing Artic
82. o specific functions related to articles When you assign article actions to a public group you can grant users in that group the ability to do things like publish articles with a specified validation status Public groups are also used in approval processes to manage the publishing workflow For example when a member ofthe KCS Candidate public group submits an article with the status Work in Progress forapproval it is automatically approved and published If the same user submits an article with Validated Internal status it moves to the Publishing External queue to be reviewed before being published Use the following steps to create these example public groups for different KCS users e KCS Candidate e KCS Contributor e KCS Publisher USER PERMISSIONS To create or edit a public group e Manage Users To create or edit another user s personal group e Manage Users Remember that KCS Reader users don t belong to a public group since they don t create or publish articles 1 From Setup enter Public Groups inthe Quick Find box then select Public Groups 2 Click New or click Edit next to the group you want to edit 3 Enter the following information 6 Using Knowledge Centered Support Practices in Salesforce Creating Public Groups Knowledge Field Description Label The name used to refer to the group in any user interface pages Group Name public groups only The unique name used by the API and managed p
83. om Poland 34 Category Filtering Examples SETTING UP DATA CATEGORY VISIBILITY USER PERMISSIONS To view role details View Setup and Configuration To edit and delete roles Manage Roles To edit and delete permission sets and profiles Manage Profiles and Permission Sets To view users View Setup and Configuration To edit users Manage Internal Users To view categories View Data Categories To manage data categories Manage Data Categories AND View Data Categories After creating your data category hierarchy map your categories to roles permission sets or profiles Overview of Data Category Visibility Settings Data category visibility can be set with roles permission sets or profiles Data category visibility determines the individual data categories categorized articles and categorized questions that you can see There are three types of visibility e All Categories All categories are visible e None No categories are visible e Custom Selected categories are visible With custom data category visibility you can only see the data categories permitted by their role permission sets or profile Enforcement of Visibility Settings To ensure a wide range of relevant information category group visibility is broadly interpreted Setting a category as visible makes that category and its entire directly related family line ancestors immediate
84. on Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Search articles from and attach articles to cases Search for and read articles from the Articles tab 56 Using Knowledge Centered Support Practices in Salesforce Defining KCS User Profiles Knowledge Amber The KCS Candidate Amber Delaney is a candidate level user and can create and publish articles with statuses of either Work in Progress or Not Validated 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 She needs the following permissions to perform her job duties Amber Permission Article Type Specific Permissions Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete Search articles from and attach articles to cases Search for and read articles from the Articles tab Create or edit article from the Article Management tab Edit draft articles from the Article Management tab Edit published or archived articles Anne The KCS Contributor As a contributor Anne Murphy is a more advanced KCS user She understands the standards for articles in the organization and can create articles and publish articles with Validated Internal status She can also work on articles authored by other users if they
85. ons If you don t include this column the articles will automatically belong to the default knowledge base language and you can t import translations along with the master articles 3 In subsequent rows specify the articles you want to import Use one row per article and enter the appropriate information in each article type field column or metadata column Standard or custom fields enter the articles data for each field except for rich text area fields where you must enter the relative path to the corresponding html file in your zip file Note The article importer does not support sub fields If you have fields within fields you ll need to adjust your structure and content before importing into Salesforce Knowledge Rich text area field always enter the html file path relative to the location of the csv file Never enter raw text If the specified path doesn t exist the related article isn t imported Note the following information about importing HTML and images We recommend that you create separate folders for the html files for example data and the images for example data images To import images include the images in an html file using the lt img gt tag and src attribute Ensure that the src value is a relative path from the html file to the image folder Images must be png gif or jpeg files Each image file can t exceed 1 MB html files can t exceed the maximum size for their field
86. or deleted if needed before O Note Both the article and the knowledge base must be in the same language For example ifyour knowledge base language is English but you want a Japanese article converted into a PDF change your knowledge base language to Japanese in Setup enter Knowledge inthe Quick Find box select Knowledge Settings then click Edit before converting the article Notes on Field Visibility in Article PDFs Consider the following information when using email templates that include the Articles as PDFs function e The fields that appear in article PDFs are determined by your profile ifthe Use a profile to create customer ready article PDFs on cases checkbox from Setup enter Knowledge Settings inthe Quick Find box then select Knowledge Settings is not selected If you can see all fields in the original article all fields also appear in the automatically generated PDF If field level e Ifthe Use a p security restricts you from seeing a field on an article that field and its data do not appear in the article s PDF rofile to create customer ready article PDFs on cases checkbox is selected anda profile is chosen from the Profile menu from Setup enter Knowledge Settings inthe Quick Find box then select Knowledge Settings the chosen profile determines which fields appear in automatically generated PDFs For example if you are sending article PDFs to customers you might choose the Customer Portal User profile to ensur
87. orting Articles into Salesforce Knowledge Key Description DateTimeFormat Format of the date and time to read in the csv file CSVEncoding Character encoding used to read the csv file CSVSeparator csv file separator RTAEncoding Default encoding used for the HTML files if not specified in the charset attribute from the HTML meta tag Note Salesforce does not support UTF 32 character encoding We recommend using UTF 8 If you use specify UTF 16 character encoding ensure your HTML files specify the right byte order mark Default Value yyyy MM dd HH mm ss 1508859_15_FDIS 1 1508859_15_FDIS O Note You must specify only Java date formats Make sure the date format is not misleading For example if you choose the format yyyy M d a date entered as 2011111 can be interpreted as 2011 01 11 or 2011 11 01 Specify at least e Two digits for month and day format MM dd e Four digits for year format yyyy If a date in the csv file does not match the date format specified in the property file the related article is not imported Example of ferarticlesimport properties property file DateFormat yyyy MM dd DateTimeFormat yyyy MM dd HH mm ss CSVEncoding 1S08859 15 FDIS CSVSeparator RTAEncoding UTF 8 Creating a zip File for Article Import To complete the import create a zip file containing e The csv file h e The folder containing the html files to import The folder containing the image files
88. ory Filtering Examples Category Filtering Examples Keyboard Shortcut CTRL CTRL CTRL DELETE SHIFT TAB UP ARROW DOWN ARROW LEFT ARROW RIGHT ARROW The following table shows how categories can be used as filters to narrow article search results The examples in the table use the category groups Products and Geography and three sample articles Assume that the user performing the search has access to all categories If you select these category An article assigned to All Countries AND Laptop is filters All Countries AND All Products Asia AND Computers FOUND Reasons All Countries is an exact match Selecting All Products automatically includes Laptop FOUND Reasons An article assigned to Canada AND Computers IS FOUND Reasons Canada is a child of All Countries Computers is a child of All Products NOT FOUND Reasons All Countries is the parent of lt Asia Laptop is a child of Computers 32 Canada and Asia are not in the same parent child hierarchy that is they are in different branches of the category hierarchy Computers is an exac match but all filter criteria must be met before an article is displayed An article assigned to Europe only is NOT FOUND Reasons Europe is a child of All Countries but all filter criteria must be met The article is not assigned to a Products category To retrieve this article choose
89. ory visibility is reset to its parent s category visibility To select categories double click the category inthe Available Categories box Alternatively select a category and then click Add Selecting a category implicitly includes its child and parent categories as well Categories that are grayed out are not available for selection because their parent has already been selected O Note If you are customizing a role permission set or profile that was previously set to All Categories you must first remove All from the Selected Categories box before you can select specific categories 4 Click Save Editing Default Category Group Visibility Settings To modify the default visibility for data categories 1 FromSetup enter Default Data Category Visibility inthe Quick Find box then select Default Data Category Visibility 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 by default select None To make some of the categories visible by default select Custom 37 Setting Up Data Category Visibility Editing Default Category Group Visibility Settings 4 Ifyou chose Custom move categories from the Available Categories area to the Selected Categories area as needed Selecting a category implicitly includes its child and parent categories as well Move catego
90. parent primary children other descendants visible to users For example consider a Geography category group with continents such as Asia and Europe at the top level various countries at the second level and cities at the third level If France is the only visible category selected then you can see articles classified with Europe France and all French cities In other words you can see categories that have a direct vertical relationship to France but you cannot see articles classified at or below Asia and the other continents Note Only the first level categories in the category group are visible on the Answers tab In the Geography example only the continent categories appear on the Answers tab therefore if France is the category selected as visible in category group visibility settings zone members can see questions classified with Europe 35 Setting Up Data Category Visibility Editing Data Category Visibility Settings Category group visibility settings are enforced on the Answers tab the Article Management tab the Articles tab in all channels internal app partner portal Salesforce com Community and Customer Portal and the public knowledge base In the following areas users only see the categories that their visibility settings allow e On the Article Management tab when creating or editing articles e On the Article Management tab and the Articles tab the category drop down menu for finding articles e Onthe Answer
91. pprovers can reassign but not approve articles 27 Creating Workflow Rules and Approval Processes e Workflow rules and approval processes apply to the Draft to Publication portion of the article publishing cycle Workflow rules aren t available for archiving Approval processes aren t available for translation or archiving Note When an article is published from the edit page the article is first saved and then published Workflow rules apply to the saved draft article but not the published article 28 SETTING UP DATA CATEGORIES In Salesforce Knowledge data categories are a set of criteria organized hierarchically into category USER PERMISSIONS groups Articles in the knowledge base can be classified according to multiple categories that make it easy for users to find the articles they need For example to classify articles by sales regions and To view the Data Categories business units create two category groups Sales Regions and Business Units The Sales Regions page category group could consist of a geographical hierarchy such as All Sales Regions as the top level e View Data Categories North America Europe and Asia at the second level and so on up to five levels Authors assign To create edit or delete categories to articles Administrators can use data categories to control access to articles data categories Overview of Data Categories e Manage Data Categories A category group is the con
92. referenced in the html files Th The properties file The import zip file must meet the following requirements e There can only be one csv file and one properties file e The csv file and the properties file must be in the root directory e The compression process must preserve the folder and subfolder structure 53 Importing Articles into Salesforce Knowledge e The ip file name can t contain special characters e The zip file can t exceed 10 MB and the uncompressed files can t exceed 100 MB e 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 e csv file rows can t exceed 400 000 characters e csv file cells can t exceed 32 KB e Each article in the csv file can t have more than 49 translations Upload your zip file 1 From Setup enter Import Articles inthe Quick Find box then select Import Articles Select the appropriate Article Type for the imported articles 2 3 Click Browse to select the zip file and click OK 4 If your import contains translations select the Contains translations checkbox O Note If this checkbox is selected your csv file must contain the isMasterLanguage Title and Language columns If this checkbox is not selected your csv file can t contain the isMasterLanguage column but must contain the Title column The Language column is optional for imports of articles without
93. removes the category drop down menu from the Articles tab in all channels the Article Management tab and your company s public knowledge base You can translate the labels of categories and category groups using the Translation Workbench Best Practices Consider the following tips when using data categories To quickly manage data categories use keyboard shortcuts After creating or updating categories set up category group visibility rules Save your changes frequently The more actions you perform before clicking Save the longer it takes to save Creating Category Groups To create a category group 1 2 3 From Setup enter Data Category inthe Quick Find box then select Data Category Setup Click New in the Category Groups section Specify the Group Name This name appears as the title of the category drop down menu on the Article Management tab in the article editor in the Articles tab all channels and if applicable in the public knowledge base Optionally modify the Group Unique Name This is a unique name used to identify the category group in the SOAP API Optionally enter a description of the category group Click Save 30 Setting Up Data Categories Adding Categories to a Category Group Salesforce Knowledge generates a top level category called All name of the category group Optionally double click it to rename it When you add a new category group it s deactivated by default and only display
94. ries from the Selected Categories area back to the Available Categories area to remove default visibility 38 PROVIDING A MULTIPLE LANGUAGE KNOWLEDGE BASE Use the following tasks to provide your Salesforce Knowledge articles in multiple languages Enabling Multiple Languages for Salesforce Knowledge To set up your knowledge base to support multiple languages 1 If you will send articles to a vendor for translation you must create a translation queue For a description of the translation process see Supporting Multiple Languages in Your Knowledge Base in the Salesforce Help 2 In Setup enter Knowledge Settings inthe Quick Find box then select Knowledge Settings and click Edit 3 Select Multiple Languages and add the languages you want to include in your knowledge base You can only add languages supported by Salesforce Note You can t remove a language once you ve added it to your knowledge base 4 Optionally choose the following settings for each language Setting Description Active Only active languages appear in the New Article dialog and the Submit for Translation dialog Also active inactive status determines whether a published article is visible For example if articles are published in Spanish to your partner portal and then you make Spanish an inactive language the articles are no longer visible to partners Default Assignee This value appears in the Assign To field of the Submit for Translat
95. rkflow rule that sends an email alert to the article owner when a new article is created from a case Note that tasks are not supported by article type workflow Approval processes automate the approval of articles When implemented with Salesforce Knowledge approval processes give you additional control over the content of your articles and the process used to approve them For example you can create a process that requires legal and management teams to approve articles containing sensitive information Do you want to support articles in multiple languages Provide your Salesforce Knowledge articles in the languages your agents and customers are most comfortable with You can support any language Salesforce supports For a list of supported languages see Which Languages Does Salesforce Support in the Salesforce online help For each language decide whether you will Translate your articles within Salesforce or export them for translation with a vendor For more information see Providing a Multiple Language Knowledge Base on page 39 Planning Your Implementation Do you want agents working on cases to find create and send articles Use the knowledge base to help solve cases by adding the Articles related list to case page layouts It allows users to initiate a search for relevant articles with one click then attach successful results to the case or search again with different parameters You can also customize settings that enable agents t
96. s e Creating Public Groups e Assign Article Actions to Public Groups e Creating and Activating Knowledge Actions e Creating Approval and Publishing Queues e KCS Approval Processes and Article Actions Defining KCS User Profiles introduces four different types of users each with different article related access levels and permissions Examples throughout this chapter refer back to these users to illustrate how your implementation of KCS capabilities impacts your organization s Knowledge users and how they work This chapter also uses example validation statuses public groups queues and approval processes to demonstrate how to implement KCS related features in your own organization To learn more about KCS best practices see the Consortium for Service Innovation Defining KCS User Profiles Your Salesforce Knowledge users are a mixture of different levels of job experience and expertise in the products and services your company offers This chapter outlines four basic types of KCS users and some of the permissions they need to perform their jobs Scott The KCS Reader 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 for approval He needs the following permissions to perform his job duties Scott Permissi
97. s on the administrative setup pages for Data Categories Roles Permission Sets and Profiles Keep your category groups deactivated to set up your category hierarchy and assign visibility Until you manually activate a category group it does not display in Salesforce Knowledge or your answers community In addition to activating the category group for answers communities you must assign the category group to a zone before the categories are visible on the Answers tab To activate a category group so it is available to users move the mouse pointer over the name of the category group and click the Activate Category Group icon Adding Categories to a Category Group To add categories to a category group 1 From Setup enter Data Category inthe Quick Find box then select Data Category Setup Click the category group name Click a category that is directly above where you want to add a category a parent or at the same level a sibling Click Actions then select an action Add Child Category or Add Sibling Category Sr E a Enter a category name If possible Salesforce automatically reuses the name you entered as the Category Unique Name a system field which the SOAP 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 Q Tip By default all Salesforce Knowledge users and zone members can see all c
98. s tab the categories listed below the zone name Initial Visibility Settings If role permission set or profile data category visibility has not been set up all users can see all data categories However if data category visibility is set up users who are not assigned data category visibility by a role permission set or profile only see uncategorized articles and questions unless you make the associated categories visible by default Role permission set and profile visibility settings restrict default visibility settings in other words even if a data category is visible by default it cannot be seen by a user whose role restricts access to that data category O Note If data category visibility is defined with roles permission sets and profiles Salesforce uses a logical OR between the definitions to create a visibility rule for each user Inheritance of Role Based Visibility Settings Child roles inherit their parent role s settings and are kept in sync with changes to the parent role You can customize and reduce the child role s visibility but you cannot increase it to be greater than that of the parent role By default Customer Portal users and partner portal users inherit the category group visibility settings assigned to their account managers You can change the category group visibility settings for each portal role Because high volume portal users don t have roles you must designate visibility settings by permission set or prof
99. ser must enter a value before saving an article Lookup relationship fields are not available in Personal Edition Lookup relationship fields to campaign members are not available however lookup relationship fields from campaign members to other objects are available Allows users to enter any number This is treated as a real number and any leading zeros are removed You can make this field required so a user must enter a value before saving an article G Note Salesforce uses the round half up tie breaking rule for number fields For example 12 345 becomes 12 35 and 12 345 becomes 12 34 Salesforce rounds numbers referenced in merge fields according to the user s locale not the number of decimal spaces specified in the number field configuration Allows users to enter a percentage number for example 10 The system automatically adds the percent sign to the number You can make this field required so a user must enter a value before saving an article Note Ifthe decimal value is greater than 15 and you add a percent sign to the number a runtime error occurs Values lose precision after 15 decimal places Allows users to enter any phone number Character limit is 40 You can make this field required so a user must enter a value before saving an article Salesforce automatically formats it as a phone number If you are using Salesforce CRM Call Center custom phone fields are displayed with the button
100. t Knowledge Base Language This is the language your authors will use to To create and edit public write most of the articles We recommend that your Default Knowledge Base Language and groups your organization s language be the same e Manage Users 4 Ifyou want the Summary field for each article to display in article lists select the channels where you want the summaries visible Note The Salesforce Knowledge tabs Article Management and Articles are not automatically visible when you enable Salesforce Knowledge To access the tabs complete the tasks below Managing Users Full Salesforce license users can read published articles but not archived or draft articles without the Knowledge User license However other actions create edit delete and publish require the Knowledge User license the Manage Articles permission and the article action on the article type License Published Article Read Access Create Edit Delete and Publish Access Service cloud Enterprise and Unlimited Read on the article type Users need editions e Knowledge User license e Manage Articles permission e Article action on the article type Service cloud Performance edition Read on the article type Users need e Manage Articles permission e Article action on the article type Sales cloud Enterprise Unlimited and Read on the article type Users need Performance editions e Knowledge User license e Manage Articles permission 20
101. tainer for a set of categories In Salesforce Knowledge it corresponds to the name of the category drop down menus For example if you use the Data Categories page in Setup enter Data Category inthe Quick Find box then select Data Category Setup to create and activate a category group called Products a Products menu displays on the Article Management tab the article edit page the Articles tab in all channels and the public knowledge base Implementation Tips Consider the following information when planning and implementing data categories for your organization You can create up to three category groups with a maximum of five hierarchy levels in each group Each category group can contain a total of 100 categories Ifyou want to use data categories with Answers after creating your category group you must assign it from Setup by entering Data Category Assignments inthe Quick Find box then selecting Data Category Assignments under Answers You can only 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 supported in your answers community Child categories below the first level are not displayed in the community and community members can t assign these child categories to questions Salesforce Knowledge supports a hierarchy of data categories Category groups are
102. ter one item in each column You can use the following fields and metadata to import content isMasterLanguage identify the article as a master 1 or translation 0 Required to import articles with translations however it can t be in a csv file to import articles without translations Translations must follow their master articles so that they are associated with the master article preceding it Tit 1e the article or translation s title Required for all imports Standard or custom fields refer to an article type s standard fields using field names and refer to custom fields using API names Leaving a row cell empty may cause your articles to be skipped if the related article type field is mandatory Rich text area field use the rich text area custom fields to import html files or images Refer to an article type s rich text area field using its API name File field use the file custom fields to import any file type doc pdf txt etc Refer to an article type s file field using its API name To categorize the imported articles use category groups refer to a category group using its unique name prefixed with datacategorygroup Forexample use datacategorygroup Products to specify the category group Products To specify where the imported articles are available use the keyword Channels Language specify the articles language Required to import articles with translations Optional to import articles without translati
103. text area field and ensure that the HTML is compliant with the supported tags and attributes Fora list of the tags and attributes used with rich text area fields see Using the HTML Editor in the Salesforce Help O Note Test your import using a small set of articles Creating a csv File for Article Import Each csv file imports articles into one article type and maps the imported articles content with the article type s fields For example a csv file might map articles titles with the standard field Title in an article type meaning that each article s title is imported into the Title field 1 Create one csv file per article type e There can only be one csv file and one properties file e The csv file and the properties file must be in the root directory e The compression process must preserve the folder and subfolder structure e The zip file name can t contain special characters e The zip file can t exceed 10 MB and the uncompressed files can t exceed 100 MB 49 Importing Articles into Salesforce Knowledge 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 2 Inthe first row specify the article type s fields and metadata such as language data categories or channels En
104. the Queue Name 4 Choose email notification settings for the queue One email address when new records are Add an email addressto Queue Email placed in the queue You can add an email address for an individual user or an email distribution list All queue members individually when new Leave Queue Email blank records are placed in the queue All queue members andthe Queue Email Add an email address to Queue Email individually when new records are placedin and check Send Email to Members 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 ownership of records in the queue depending on your organization s sharing settings 7 Click Save KCS Approval Processes and Article Actions Ensuring that the content in your articles is accurate and helpful is foundational to getting accurate information to those who need it most Creating processes where Knowledge experts review validate and approve articles for publication is critical to creating a trustworthy knowledge base Implementing approval processes with Salesforce Knowledge gives you additional control over the content and publication of your articles When an approval process is associated with an article type users with the Manage Articles permission might see both the Publish and
105. tion e Toremove a field from a section drag it to the right side of the palette or click the icon next to the field e Toremove a section from the article type layout click the icon next to the section name e Use the undo and redo buttons to step backwards and forwards respectively e Use the following keyboard shortcuts Undo CTRL Z Redo CTRL Y Quick Save CTRL S e To select multiple elements individually use CTRL click To select multiple elements as a group use SHIFT click e To quickly locate any item in the palette use the Quick Find box The Quick Find box is especially useful for article type layouts that have large numbers of items available in the palette e To save your changes and continue editing the article type layout click Quick Save e To save your changes when you are done customizing the article type layout click Save If you navigate away from your article type layout before clicking save your changes will be lost Choosing a Template Each channel in an article type must be assigned to an article type template There are two standard templates Tab and Table of Contents If you choose the Tab template the sections you defined in the article type layout appear as tabs in the published article Published Article Using the Tab Article Type Template 5 Printable View Helo tor this Page First Three Months Free Rate Tris Article Average Rating No Rating Properties FAQs Co
106. tionsimport csv file isMasterlLanguage Title summary c description_c datacategorygroup Products Channels Language 1 Free Digital Camera Offer Get the new Digital Camera data freecam html Consumer Electronics applicationtcsp en 0 Lib rer l Offre d Appareil photo digital Obtenir le nouvel Appareil photo digital data freecam fr html fr Liberte Oferta Digital de Camara Consiga la nueva C mara Digital data freecam es html es Best Desktop Computer Deals data bestdeals html Desktops applicationtcsp en Meilleures Affaires d ordinateurs de bureau data bestdeals fr html fr oO Mejores Tratos de ordenadores data bestdeals es html es 1 Free Shipping on Laptop and Desktops data freeship html Laptops Desktops application csp en 0 Lib rer Affranchissement sur Portables et Ordinateurs data freeship fr html fr 0 Liberte Franqueo en Laptops y Ordenadores data freeship es html es Specifying Parameters for Article Import Specify import parameters in a property file using key names and corresponding values For example use the key DateFormat to specify that a date custom field appears in the DateFormat dd MM YYYY format or specify the character encoding to be used for the import Create a file with the properties extension and specify the required parameters as described in this table Key Description Default Value DateFormat Format of the date to read in the csv file yyyy MM dd 52 Imp
107. top Laptop Desktops Title summary C description c datacategorygroup Products Channels Free Digital Camera Offer Get the new Digital Camera data freecam html Consumer Electronics application tcsp Best Desktop Computer Deals data bestdeals html Desktop application csp Channels app app app ica ica ica HOn HOn tion HOSP HOSP HOSP Free Shipping on Laptop and Desktops data freeship html Laptop Desktops application csp 5 Importing Articles into Salesforce Knowledge isMaster Title summary__c description__c datacategorygroup Channels Language Language Products 1 Free Digital Camera Offer Get the new Digital Camera data freecam html Consumer_ Electronics application en_US csp 0 Lib rer l Offre d Appareil Obtenir le nouvel Appareil data freecam fr html fr photo digital photo digital 0 Liberte Oferta Digital de Consiga la nueva Camara data freecam es html es C mara Digital 1 Best Desktop Computer data bestdeals html Desktops application en_US Deals csp 0 eilleures Affaires data bestdeals fr html fr d ordinateurs de bureau 0 ejores Tratos de data bestdeals es html es ordenadores 1 Free Shipping on Laptops data freeship html Laptops Desktops application en_US and Desktops csp 0 Lib rer Affranchissement sur data freeship fr html fr Portables et Ordinateurs 0 Liberte Franqueo en Laptops data freeship es html es y Ordenadores Example articlestransla
108. translations 5 Click Import Now When the import is complete you receive an email with an attached log that provides details about the import Viewing Salesforce Knowledge Import and Export Status To check the status of your imports and exports from Setup enter Article Imports inthe Quick Find box then select Article Imports If you ve enabled multiple languages for Salesforce Knowledge you see two tables one for article and translation imports and another for exports for translation Status descriptions are as follows Status Pending Processing Stopping Stopped Aborted Description The import or export will start as soon as the previous pending import or export completes The import or export is processing Salesforce Support is stopping or has already stopped the import or export The import or export has been canceled The articles that already imported or 54 Possible Action You can click Cancel to cancel the import or export If you want to stop the process or if the process has been stopped call Salesforce Support Salesforce may stop an import or export if a maintenance task has to be performed or the import or export exceeds one hour Contact Salesforce Support to restart the import or export or click Cancel to cancel an entry You can restart an import or export click Del to delete an entry or click Email Log to Importing Articles into Salesforce Knowledge Status Complet
109. unity the article is only available to users with Partner Community licenses e Public Knowledge Base Articles can be made available to anonymous users by creating a public knowledge base using the Sample Public Knowledge Base for Salesforce Knowledge app from the AppExchange Creating a public knowledge base requires Sites and Visualforce e Your own website Articles can be made available to users through your company website Data Category for Articles In Salesforce Knowledge data categories are a set of criteria organized hierarchically into category groups Articles in the knowledge base can be classified according to multiple categories that make it easy for users to find the articles they need For example to classify articles by sales regions and business units create two category groups Sales Regions and Business Units The Sales Regions category group could consist 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 Authors assign categories to articles Administrators can use data categories to control access to articles Draft Article Draft articles are in progress articles that have not been published which means they are not visible on the Articles tab in any channel or in a public knowledge base Article managers can access draft articles on the Article Management tab by clicking the Articles tab in the View area and choosing Dr
110. ustomer 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 use the Up or Down arrows c Click Save Assign the cloned profiles to your Customer Portal users a Display the contact detail page b To create anew Customer Portal user choose Enable Customer User from the Manage External User drop down button To update an existing user click View Customer User c Fora new user select the cloned profile from the Profile drop down menu For an existing user click Edit and then select the profile d Click Save Note Customer Portal users inherit the same roles and category group visibility settings as their account managers If you want to modify article access for portal users change the portal role s category group visibility settings If data categories are assigned default visibility users without assigned visibility can see articles associated with those categories Notify publishers that they must select Customer as a channel option when creating or modifying articles to make the articles visible in the portal To allow users to search for articles from the Home tab add the Article Search component to the home page layout For more information see Design Home Page Layouts in the Salesforce Help 47 PROVIDING ARTICLES IN A PARTNER PORTAL You can use the partner
111. xample you could specify that articles that appear on public sites require review by a member of the legal department Select the email template that the process will use to notify approvers When an approval process assigns an approval request to a user 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 Configure the approval request page layout The approver approves or rejects the article from this page You can add as many fields to this page as you think your users will need to reasonably assess an article s content For example you might choose to include information such as a summary of the article s content the product discussed and the author s name Specify which users are allowed to submit articles for approval For example for articles that require editing before approval you could create a public group containing editors and then specify that only members of that group can submit articles for approval Activate the approval process Tips for Creating Approval Processes Keep the following in mind when creating approval processes for article types 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 before it s published When a
112. y settings 36 Setting Up Data Category Visibility Editing Default Category Group Visibility Settings 1 Go to the data category visibility settings page in Setup e Forroles enter Roles inthe Quick Find box then select Roles e Fora role on the Customer Portal or partner portal enter Users inthe Quick Find box then select Users e For permission sets enter Permission Sets inthe Quick Find box then select Permission Sets e For profiles enter Profiles inthe Quick Find box then select Profiles 2 Open a data category group for edit e For roles in the Category Group Visibility Settings related list click Edit next to the category group you want to modify e For permission sets and profiles a Click on a permission set or profile name b Click Data Category Visibility c Click Edit next to the data category group you want to assign 3 Selecta visibility setting Visibility Setting Description All Users can see all categories in the category group This option is only available for the topmost role in the Categories role hierarchy When you create a new category group its visibility is defaulted to A11 Categories None Users cannot see any categories in the category group Custom Users see your custom selection of categories For roles you can choose from the categories that are visible o the parent role If the parent role s visibility changes to be less than its child s visibility the child role s categ

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