Can Knowledge Articles be version-controlled?

Yes, Salesforce supports versioning of knowledge support articles. If theri are updates and articles being republished, the previous version is archived. This provides a track of article history changes over time.

Salesforce Knowledge Articles

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Salesforce Knowledge Articles is a built-in feature that is your central hub for creating, storing, and managing informative articles. Customers can easily self-serve through a searchable knowledge base, finding solutions to common issues and product inquiries.

Knowledge is a treasure trove of information for support agents. They can access relevant articles to resolve customer cases efficiently and ensure consistent, accurate service. It’s a win-win for both customer satisfaction and agent efficiency – all within your organization’s existing Salesforce platform.

What are Salesforce Knowledge Articles?

Salesforce Knowledge Articles let us create, manage, and securely share our company information when and where needed. The Knowledge base in Salesforce is built from knowledge articles, which are documents of information.

These articles can include information on processes, such as how to reset your product to its defaults, or frequently asked questions, such as how much storage your product supports. Experienced service agents and internal subject matter experts write these articles. These writers must have Knowledge user permission on their profile to create and manage articles.

The articles are then published on various channels: internal databases, customer and partner communities, or public websites so that customers can access the proper solutions to their problems.

To use Knowledge articles, we first have to enable them from the service setup and then add them to the case page layout from the edit page.

Salesforce Knowledge in Classic vs Lightning

Lightning Knowledge has transformed the functionality of Salesforce Knowledge. For instance, the Knowledge component for Lightning Service Console replaces Knowledge One in the Salesforce Classic Service Console and standard record types are used instead of article types.

Let’s compare Salesforce Knowledge in Salesforce Classic and Lightning Experience.

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
Search Engine	Relies on standard Salesforce search functionality.	Enhanced search capabilities, including improved filters and topic-specific searches.
Analytics and Reporting	Limited reporting options are available. It may require additional customization or integration with external tools.	Salesforce Knowledge Lightning provides advanced analytics and reporting tools to track article views, measure engagement metrics, and monitor performance trends. It uses standard Salesforce “reports and Dashboard” on the knowledge object.
Files	Files are attached in custom file fields	Files are stored in the standard Files object and attached to 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

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Frequently Asked Questions

Where are Knowledge Articles used?

Salesforce Knowledge articles are used across platforms such as the Service console, Partner/Customer communities, Public websites, and the internal organization.

What is the difference between Salesforce Knowledge and Knowledge Articles?

Salesforce knowledge is the overall Salesforce knowledge management system. Knowledge articles in salesforce are specific documents stored in the system.

What are Data Categories in Salesforce Knowledge?

Data categories are a classification system that is used to organize and control access to knowledge articles. Admins can create category groups and individual categories within the group.

What is Lightning Knowledge?

Salesforce Knowledge Lightning is a modern version of the Lightning experience. It uses standard Salesforce record types, file storage, and the app builder for customization and improved search results.