Give your website visitors, clients, partners, and service agents the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed.
Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports
Steps involved before you create the first Article
Lightning Knowledge Vs Classic Knowledge
|FEATURE||CLASSIC KNOWLEDGE||LIGHTNING KNOWLEDGE|
|Access and permissions||CRUD, profile permissions, page layouts, and custom article actions per public group||CRUD, profile permissions, and page layouts|
|Files||Files are attached in custom file fields||Files are stored in the standard Files object and attached in the Files related list|
|Object home||Knowledge One and Article Management tab||Knowledge home page with list views|
|Page layouts||Fields only, per article type and user profile||Fields, actions, and related lists, per record type and user profile|
|Record home (articles)||Custom record home||Default Record Home and Record Home that is configurable via the Lightning App Builder|
|Setup||Salesforce Classic Setup||Lightning Knowledge Setup|
|Sharing||Sharing by data category||Standard Salesforce sharing is also available|
|Types of articles||Article Types||Standard Record Types|
|Use Knowledge in the console||Add Knowledge One to the Service Console||Add the Lightning Knowledge component via the Lightning App Builder|
Amit Chaudhary is Salesforce Application & System Architect and working on Salesforce Platform since 2010. He is Salesforce MVP since 2017 and have 17 Salesforce Certificates.
He is a active blogger and founder of Apex Hours.