Enable and Configure Lightning Knowledge

Knowledge Is Power

Having a quality supply of knowledge articles on your self-serve community can do wonders for case deflection, customer satisfaction, and agent productivity. Currently the hard-working support agents at Category 1 Biking rely on FAQs taped to office walls and cash registers. Time to upload those FAQs to a community!

Assign Permissions

To access Knowledge, you need permissions on your user record.

  1. From Setup, enter Users in Quick Find and select Users.
  2. Click Edit next to your name.
  3. Select Knowledge User.
  4. Click Save.

Enable Lightning Knowledge

Now let’s turn on Lightning Knowledge.

  1. From Setup, enter Knowledge Settings in Quick Find, then select Knowledge Settings.
  2. Select Yes, I understand the impact of enabling Salesforce Knowledge.
  3. Click Enable Salesforce Knowledge.
  4. Click OK.
  5. On the Knowledge Settings page, click Edit.
  6. Select Enable Lightning Knowledge.
  7. Under Language Settings, select English for the Default Knowledge Base Language.
  8. Scroll down to the bottom of the page. Under Chatter Questions Settings, select Display relevant articles as users ask questions in Chatter (also applies to communities with Chatter).
  9. Under Knowledge Statistics Settings, select Enable thumbs up or down voting for article.
  10. Click Save.

A quick word on languages. Although Knowledge supports multiple languages, you must choose a single language as the default in order to verify your work for this Trailhead project. Since Category 1 Biking is based in the U.K., select English as the default knowledge base language.

Configure Lightning Knowledge

You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information. Category 1 Biking is starting with a simple FAQ record type, and a single text field to capture the article content.

  1. From Setup, enter Knowledge Object Setup in Quick Find, then select Knowledge Object Setup.
  2. Under Record Types, click New.
  3. Define the record type as follows.
    • Existing Record Type: Master
    • Record Type Label: FAQ
    • Record Type Name: FAQ
  4. Select Enable for Profile for all profiles.
  5. Click Next.
  6. Leave defaults as is, and click Save.

Now we’ll make the custom field. You should still be on the Knowledge object home page, but if not, from Setup, enter Knowledge Object Setup in Quick Find, then select Knowledge Object Setup.

  1. Under Fields, click New.
  2. For Data Type, select Text Area (Long) and click Next.
  3. Define the custom field as follows.
    • Field Label: Text
    • Length: 32,768
    • Visible Lines: 3
    • Field Name: Text
  4. Click Next.
  5. Select Visible for all profiles, and click Next.
  6. Leave Add Field selected for the Knowledge Layout, and click Save.

Finally, we update the page layout to put the text field in the right spot on the page layout. Again, you should still be on the Knowledge object home page, but if not, from Setup, enter Knowledge Object Setup in Quick Find, then select Knowledge Object Setup.

  1. Under Page Layouts, click Edit next to Knowledge Layout.
  2. Using the page layout editor, drag the Text field so it’s placed underneath the Title. If it’s already in the right spot, no action needed!
  3. Click Save.

page layout editor for Knowledge with the Title field on top and the Text field directly below it

Enable Topics for Objects

There are many ways to organize content. With topics, you can classify and search Knowledge articles by assigning specific topic areas.

This meets Category 1 Biking’s needs nicely, as they want to center conversations and knowledge articles around common topics. Over time, they want to give the community more control in determining those topics. But to start, they want to launch their community with a few topics they’ve decided are important.

First, we have to enable topics.

  1. From Setup, enter Topics for Objects in Quick Find, then select Topics for Objects.
  2. Under Object, select Knowledge.
  3. Click Enable Topics.
  4. Check Title and Text
  5. Click Save.

We come back to topics later, when we’re configuring our community.

Create Knowledge Articles

Now that we have our basic setup in place for knowledge, let’s create a few sample articles for Category 1 Biking.

Navigate to the Sample Console by either choosing Sample Console from the app picker [1] or clicking Back to Sample Console [2].

Don’t see the Sample Console? Make sure you’ve made it visible for the System Administrator profile. Enter Apps in Quick Find and select Apps. Click Edit next to Sample Console, then scroll down to Assign to Profiles near the bottom of the page. Select Visible next to System Administrator.

Select Sample Console from the App Picker or choose Back to Sample Console

  1. From the Sample Console, select Knowledge.
    Choose Knowledge from the Sample Console
  2. Click Create Article and select FAQ.
  3. For Title, enter: When is the T-800 coming out?
  4. Click in the URL Name field to generate the URL Name from the title.
  5. For Text, enter: Hopefully this summer!
  6. Under Channels, select Customer.
  7. Click Save. Click Publish.
  8. Select Publish now and click OK.

Follow the same steps to publish two additional knowledge articles.

Create this article:

  • Article Type: FAQ
  • Title: How can I find local bike groups?
  • Text: Check out Social Groups topic here on the community to find local meetings.
  • Channels: Customer

And create this article, too:

  • Article Type: FAQ
  • Title: When will my bike arrive?
  • Text: Most shipments arrive within 7-10 business days. You will receive an email confirmation with tracking information once your bike ships.
  • Channels: Customer

Be sure to Save and Publish both articles, and select the Customer channel. Refresh your browser in the Sample Console to see the articles you created.

Remember, you need to have selected English as the default language for the knowledge base in order to pass this step.

Now it’s time to configure our community. We’ll start that in the next step.