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

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


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


  1. Reply
    Shrishti says:

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

  2. Reply
    Dasari Chandranna says:

    Another good session on Knowledge management and thanks Ranjini and Amit

  3. Reply
    Harshil Rathi .S says:

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

  4. Reply
    Snehal Martiwar says:

    Completed session .Thank you rajani and amit for arranging session on knowledge setup

  5. Reply
    ashish kumar says:

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

  6. Reply
    Dinesh Chakravarthy says:

    Thanks Ranjini and Amit team for the Knowledge oriented concepts which was depicted very well.

  7. Reply
    Suresh Tummalapalli says:

    Very nice presntation

  8. Reply
    Suresh Tummalapalli says:

    Very nice presentation

  9. Reply
    Dung says:

    It seem only Admin tasks in Service Cloud???

  10. Reply
    Harshal Katole says:

    Thanks Ranjini and Amit For wonderful session.

  11. Reply
    Afreed says:

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

  12. Reply
    Ketan says:

    Really insightful Session By Ranjini.
    Thanks Apex hours for session ..
    once go to session & complete trailhead

  13. Reply
    Gaurav says:

    How can I download the presentation?

  14. Reply
    Narendra says:

    Thanks for an Insightful session..

  15. Reply
    Sheetal Chougule says:

    Its been a while or rather years since I used the Data Categories that too in classic. Nice recap.

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