Salesforce knowledge management

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

Salesforce knowledge management

Lightning Knowledge Vs Classic Knowledge

Access and permissionsCRUD, profile permissions, page layouts, and custom article actions per public groupCRUD, profile permissions, and page layouts
FilesFiles are attached in custom file fieldsFiles are stored in the standard Files object and attached in the Files related list
Object homeKnowledge One and Article Management tabKnowledge home page with list views
Page layoutsFields only, per article type and user profileFields, actions, and related lists, per record type and user profile
Record home (articles)Custom record homeDefault Record Home and Record Home that is configurable via the Lightning App Builder
SetupSalesforce Classic SetupLightning Knowledge Setup
SharingSharing by data categoryStandard Salesforce sharing is also available
Types of articlesArticle TypesStandard Record Types
Use Knowledge in the consoleAdd Knowledge One to the Service ConsoleAdd the Lightning Knowledge component via the Lightning App Builder

Salesforce knowledge management Video

YouTube video

Please check this post for our old and upcoming session on Service Cloud. Here is playlist of our service cloud sessions recording.

Amit Chaudhary
Amit Chaudhary

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.

Articles: 460


  1. Completed this session. This is really helpful. Basic information was gathered from resources and presented. Thanks for doing the live session with scenarios.

  2. Thanks for the Session.Will be helpful if A new session is added on Knowledge migration Tool and Conversion of Classic to Lightning.

  3. Nice Session.
    Requesting you if some sample questionnaire can be included which are relevant to cert exam. This will be helpful.

  4. Good Content And Really informative Session By Ranjini.
    Thank you Ranjini and Amit Bhaiya.
    Another one step forward to Service Cloud consultant.

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