The Ultimate Guide to Setting up Salesforce Knowledge

Salesforce Knowledge is a powerful tool that can help your company manage its knowledge base and make it more accessible to employees, partners, and customers. It can also help you keep track of customer interactions and support issues.
This guide will show you how to set up Salesforce Knowledge so that it meets your company’s needs.
Before you begin:
1. Decide what type of information you want to store in Salesforce Knowledge. This might include product information, FAQs, How-tos, or knowledge articles from your support team.
2. Collect the relevant information in a central location, such as a Google Drive folder or SharePoint site.
3. If you have existing knowledge articles, decide whether you want to migrate them to Salesforce Knowledge.
Creating a New Salesforce Knowledge Base:
1. Log in to your Salesforce account and go to the Setup menu.
2. In the Quick Find box, enter “Salesforce Knowledge” and select it from the list of results.
3. Click “New Article Type.”
4. Enter a name and description for your new article type. For example, you might create a “Product Information” article type for product manuals or an “FAQ” article type for frequently asked questions.
5. Choose who should have access to this article type by selecting the appropriate sharing settings. For example, you might want to make your article type available to all users or only allow certain users to see it.
6. Click “Save.”
Your new article type will now be available when you create new articles in Salesforce Knowledge.
Migrating Existing Knowledge Articles:
1. If you have existing knowledge articles that you want to migrate to Salesforce Knowledge, export them from their current location into a format that can be imported into Salesforce. For example, you might export them as HTML files or XML files.
2. Log in to your Salesforce account and go to the Setup menu.
3. In the Quick Find box, enter “Data Import” and select it from the list of results.
4. Click “New Import.”
5. On the next page, select “Salesforce Knowledge” as the type of data you want to import.
6. Choose the file that contains your knowledge articles and click “Next.”
7. On the next page, map your imported fields to the corresponding fields in Salesforce Knowledge. For example, you might map the “title” field to the “Title” field in Salesforce Knowledge.
8. Click “Next.”
9. On the next page, review your import settings and click “Start Import.”
Your knowledge articles will now be imported into Salesforce Knowledge.
Creating a New Article:
1. Log in to your Salesforce account and go to the Setup menu.
2. In the Quick Find box, enter “Salesforce Knowledge” and select it from the list of results.
3. Click “New Article.”
4. Enter a title for your article.
5. Select the article type that you want to use for this article. For example, you might choose the “Product Information” article type that you created earlier.
6. Enter the content of your article in the editor. You can format your text using the editor’s toolbar, add images or videos, and insert links to other articles or external websites.
7. When you’re finished, click “Save.”
Your article will now be available in Salesforce Knowledge.
Viewing Your Articles:
1. Log in to your Salesforce account and go to the Setup menu.
2. In the Quick Find box, enter “Salesforce Knowledge” and select it from the list of results.
3. Click “Article Types.”
4. Select the article type that you want to view from the list. For example, you might choose the “Product Information” article type that you created earlier.
5. Click “Go.”
6. On the next page, you’ll see a list of all articles that have been published for this article type. You can use the search box to find a specific article, or you can browse through the articles using the pagination controls.
7. To view an article, click on its title.
You can also view your articles in the Salesforce Knowledge search results when you search for keywords related to your articles. For example, if you have an article about “How to change a tire,” it will appear in the search results when someone enters the keyword “tire.”
Conclusion:
Salesforce Knowledge is a powerful tool that can help you manage your knowledge base and make it available to your users. By creating new article types and migrating existing articles into Salesforce Knowledge, you can ensure that your knowledge base is organized and accessible. And by making your articles available in the Salesforce Knowledge search results, you can make sure that your users can easily find the information they need.