(Service and support applications 13%) describe the capabilities of salesforce knowledge Flashcards
capabilities of salesforce knowledge
data categories, data category groups, workflow and approval, knowledge article availability, article lifecycle management, article types & record types.
data categories
Capability of salesforce knowledge: Categories can be created to classify and organize articles, making them easier to find. Data categories can also be used to control visibility to articles
data category groups
Capability of salesforce knowledge: Category groups can be created to organize data categories into a hierarchy.
workflow and approval
Capability of salesforce knowledge: workflow rules and approval processes can be defined for the publishing process.
knowledge article availability
Capability of salesforce knowledge: Available internally for search and can be attached to cases. Available externally in communalities or public website.
article lifecycle management
Capability of salesforce knowledge: Lifecycle features support includes article creation, review and approval, publishing, updating, consumption, feedback and archiving/deletion.
article types & record types
Capability of salesforce knowledge: Article types (salesforce classic) and record types (lightning Experience) define the structure and format of articles
what is salesforce knowledge?
allows for creating and managing a knowledge base of articles that can be used to help solve customer problems or questions
what is lightning knowledge?
is used to manage a knowledge base in lightning experience.
what user license is required to set up salesforce knowledge?
knowledge user
is a license required for users to view knowledge articles?
no
where can salesforce knowledge be enabled?
knowledge settings in setup
what is knowledge one settings in knowledge settings?
knowledge one is a widget that can be plugged in to salesforce service or sales console. It lets users search, send, and create articles, all without leaving the case
what happens if you enable mult language settings in knowledge settings?
if multiple languages is enabled, reverting to a single language is not possible, lightning knowledge can’t be used as well.
share article via URL settings in knowledge settings?
allows users to share articles on a public knowledge base
what does setting up lightning knowledge require?
creating knowledge record types, customizing record type page layouts, setting access for knowledge users.
knowledge record types
In Lightning Experience, record types are used in replacement of the classic article types to define the format of different types of content, such as FAQs or Product Information.
Knowledge Page Layouts
Page layouts are assigned to record types to specify the record fields and layout that will fit an article record type.
Lookup Fields for Article Versions
Lightning Knowledge allows linking article versions to objects such as leads and custom objects
can you have a lookup relationship between a object and a knowledge object?
yes
lookup field allows for what with the knowledge object?
allows relating a specific record to an article associated with the knowledge object.
what happens to the lookup when a new article version is published
the lookup relationship stays connected to that version
What does migration do in the lightning knowledge migration tool?
Migration allows moving all the content in the existing classic knowledge base to lightning knowledge
Lightning knowledge migration tool
considerations, best practice, activation, files, article types mapping
knowledge lifecycle
create, reassign, publish, update, archive, delete
where are knowledge articles managed?
knowledge articles are managed on the lightning knowledge home page
knowledge action buttons perform what function
perform different single or mass actions from the knowledge home list view
knowledge action button: new
a button that can be used to create a new article
knowledge action button: publish
A button used for publishing one or multiple article drafts
knowledge action button: assign
Users or groups can participate in the article publishing process when they are assigned to an article. Assign button can perform a single or mass assignment
knowledge action button: change owner
Ownership of draft, published, and archived articles can be transferred
knowledge action button: archive
A button that can be used to archive a published article
knowledge action button: delete article
A button that can be used for deleting an archived article
knowledge action button: restore
Restore button can put back a draft from an archived article. The latest and past versions of an archived article can be restored.
knowledge action button: delete draft
A button that can permanently delete drafts of master-language or translated articles. Deleted drafts can no longer be recovered
article creation
articles can be created manually or through mass imports.
create manually
an article can be created from the knowledge object home page by clicking the new button and supplying necessary field data
mass import
a maximum of 9.99 articles and translations can be imported at the same time per operation through the import article tool.
what is an article comprised of?
several standard fields, that display the basic information properties, visibility, and assignment details
custom or standard article fields can be added and sectioned in the
knowledge page layout to have a finer view of the most important information
custom rich text area field
can be created and added to the page layout to provide a range of formatting options when users create article content
quick text
predefined text into articles allowing users to save time and increase standardization. Example are short notes, greetings, and FAQs
how can knowledge be imported into salesforce knowledge
+ preparing a CSV file for an article record type,
+setting article import parameters,
+creating a Zip file with .parameters, .csv, and html files
+uploading the file to salesforce knowledge by navigating to ‘import articles’ in setup
knowledge article channels
salesforce knowledge articles can be published in different channels, internal app, customers, partners, public knowledge base
what are some considerations when deleting and archiving articles from the knowledge base?
- a published article must be first archived or be edited as a draft before it can be deleted
- deleted drafts can no longer be retrieved
- deleted articles and translations are moved to the recycle bin
- a single deleted translation cannot be stored
- deleting an article or translation may fail if another user or the system simultaneously modifies it during deletion.
categories, and category groups can be used to organize and control access to
knowledge articles
data categories
data categories can be used in salesforce knowledge to help organize and find articles
how can data categories be used to control access to a particular set of articles by mapping
roles, permission sets, profiles to categories in the category groups
category group
acts as a container for multiple data categories, and it’s possible to assign more than one data category to a salesforce knowledge article
category group visibility
data category visibility determines the individual data categories, categorized articles and categorized questions that user can see
where can category group visibility settings be defined in?
profiles, roles or permission sets
three types of of visibility that can be set for data categories
all categories: all categories are visible, none: no categories are visible, custom: selected categories visible
set data category visibility
category group visibility settings, can be defined to specify which data categories within a category groups should be accessible to users
data category mapping
case fields can be mapped to data categories in order to filter articles that are assigned to those data categories
advantage of data category mapping
makes suggested articles more relevant when solving cases
how can case fields be mapped to data categories?
by navigating to data category mappings in setup
is it possible to choose which case fields map to which data categories?
yes, only text and picklist fields are supported.
impact on search of data category mapping
filters are applied after knowledge search and only to articles returned in the search, but only the initial pool of article results.
knowledge article functionalities
+search for articles
+attach a relevant article to a case
+send an article to customers as a link
can you use global search in the knowledge component?
yes
the knowledge component can be used to do what in articles?
article search, attach an article to ( or remove from ) a case, follow, and unfollow articles
automated article suggestions can be viewed from where?
the knowledge component
what must be true for an article to be linked to a record
a lookup relationship must have been created between lead and knowledge
