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 |
Recording
Please check this post for our old and upcoming session on Service Cloud. Here is playlist of our service cloud sessions recording.
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.
Comments(15)
Shrishti says:
January 7, 2022 at 9:30 amCompleted this session. This is really helpful. Basic information was gathered from resources and presented. Thanks for doing the live session with scenarios.
Dasari Chandranna says:
January 7, 2022 at 3:15 pmAnother good session on Knowledge management and thanks Ranjini and Amit
Harshil Rathi .S says:
January 9, 2022 at 3:58 amThanks for the Session.Will be helpful if A new session is added on Knowledge migration Tool and Conversion of Classic to Lightning.
Snehal Martiwar says:
January 9, 2022 at 6:24 amCompleted session .Thank you rajani and amit for arranging session on knowledge setup
ashish kumar says:
January 10, 2022 at 1:58 amNice Session.
Requesting you if some sample questionnaire can be included which are relevant to cert exam. This will be helpful.
Dinesh Chakravarthy says:
January 10, 2022 at 11:52 amThanks Ranjini and Amit team for the Knowledge oriented concepts which was depicted very well.
Suresh Tummalapalli says:
January 10, 2022 at 9:48 pmVery nice presntation
Suresh Tummalapalli says:
January 10, 2022 at 9:48 pmVery nice presentation
Dung says:
January 13, 2022 at 5:56 pmIt seem only Admin tasks in Service Cloud???
Harshal Katole says:
January 14, 2022 at 4:55 amThanks Ranjini and Amit For wonderful session.
Afreed says:
January 16, 2022 at 6:32 amGood Content And Really informative Session By Ranjini.
Thank you Ranjini and Amit Bhaiya.
Another one step forward to Service Cloud consultant.
Ketan says:
January 20, 2022 at 9:57 amReally insightful Session By Ranjini.
Thanks Apex hours for session ..
once go to session & complete trailhead
https://trailhead.salesforce.com/content/learn/modules/lightning-knowledge-basics
https://trailhead.salesforce.com/content/learn/modules/lightning-knowledge-setup-and-customization
https://trailhead.salesforce.com/content/learn/modules/knowledge_search_basics
Gaurav says:
January 24, 2022 at 8:44 amHow can I download the presentation?
Narendra says:
January 25, 2022 at 5:01 amThanks for an Insightful session..
Sheetal Chougule says:
January 26, 2022 at 8:40 amIts been a while or rather years since I used the Data Categories that too in classic. Nice recap.