Enable Lightning Knowledge and Show Articles in the Portal

Enable Salesforce Knowledge and Lightning Knowledge in Your Org

Now that your self-registration flow is all set, let’s change gears and set up Lightning Knowledge in your org so you can share knowledge articles with customers. Maria wants to implement a knowledge base, which is essentially a giant library. Customers can use the library to answer their questions, and head off potentially costly support calls.

Let’s follow along with Maria to see what she does to unleash the power of knowledge onto the unsuspecting masses of portal users.

To see the Knowledge settings in your org, assign a Knowledge license to your own user record.

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

With the Knowledge license now assigned, you can see Knowledge settings in the Salesforce org, so we can turn on Salesforce Knowledge and Lightning Knowledge.

  1. From Setup, enter Knowledge in Quick Find, then select Knowledge Settings.
    Note

    Note

    If you still don’t see Salesforce Knowledge in your org, refresh your browser window.

  2. Select Yes, I understand the impact of enabling Salesforce Knowledge.
  3. Click Enable Salesforce Knowledge.
  4. Click OK.
  5. Click Edit.
  6. Select Enable Lightning Knowledge.
  7. Select Enable automatic loading of rich-text editor when editing an article.
  8. Click Save.

Create and Add a Field to the Knowledge Page Layout

Now, setting up a knowledge base is no easy task. Planning is key to having an organizational schema that makes sense and scales for your content. If you know that you have different types of articles in your knowledge base (for example, how-tos, FAQs, tutorials), then you create a different record type for each article type, and then create specific page layouts related to those record types. However, Maria is sure all her articles are going to be in the “informational” category. She just creates and adds a field to the out-of-the-box page layout for her article needs.

  1. In Salesforce Setup, click Object Manager.
  2. Click Knowledge.
  3. Click Fields & Relationships | New.
  4. For Data Type, select Text Area (Rich) and click Next.
  5. Define the custom field as follows.
    • Field Label: Article Body
    • Length: 32,768
    • Visible Lines: 10
    • Field Name: [autopopulates]
  6. Click Next.
  7. Select Visible for all profiles, and click Next.
  8. Leave Add Field selected for the Knowledge Layout, and click Save.
Do a quick check on the page layout to see if the field was placed where you want.
  1. Click Page Layouts | Knowledge Layout.
  2. If the field is where you’d like, you’re golden. If not, move it to a different area and click Save.

Enable Topics for Objects

Topics for Objects do two things for knowledge articles in communities: they help organize the content for users, and they help expose articles on public-facing communities. Let’s enable Topics for Objects for Knowledge, so community members can access our articles.

Note

Note

To enable Topics for Objects, we have to quickly jump into the Salesforce Classic interface. This is the only time we’ll ask you to make the big jump—promise.

  1. Click your user profile picture (Astro if you haven’t changed it) and click Switch to Salesforce Classic.
  2. From Setup, enter Topics for Objects in Quick Find, then select Topics for Objects.
  3. Under Object, select Knowledge.
  4. Click Enable Topics.
  5. Check Article Body.
  6. Click Save.

Create and Publish Knowledge Articles

Now let’s create some knowledge articles around tax rebates for solar panels.

  1. Click Switch to Lightning Experience.
  2. Click the App Launcher (App Launcher) and select Knowledge.
  3. Click New.
  4. Enter the following in the popup:
    • Title: Vermont Tax Credits
    • [Hit tab to automatically populate URL]
    • Article Body: Vermont residents who invest in solar energy don't pay any additional taxes on their system. Use the Renewable Energy Systems Sales Tax Exemption and the Uniform Capacity Tax and Exemption for Solar to keep your taxes low.
  5. Click Save & New.
    • Title: Federal Tax Credits
    • [Hit tab to automatically populate URL]
    • Article Body: Homes and businesses qualify for a federal tax credit of 30% of the cost of your solar system. You may choose to use this all at once or spread it out over five years.
  6. Click Save.

Now that you’ve created some articles, you have to publish them so customers can see them.

  1. Within Knowledge, navigate to the Draft Articles list view. Draft articles list view
  2. Select all the draft articles.
  3. Click Publish and Publish again.
Sweet! Now the articles are published...but where can customers see them? Let’s jump into your portal’s Workspaces interface to add topics and see what the article looks like to customers.
  1. Navigate to Salesforce Setup and enter All Communities in the Quick Find box, then click All Communities.
  2. Click Workspaces next to the name of your community.
  3. Select Content Management, and then select Topics.
  4. Under Topic Management, click New.
  5. For the Name, enter Taxes.
  6. Click Create.

Now that you’ve created a topic, assign articles to it.

  1. Click Article Management.
    Note

    Note

    If you don’t see Article Management, refresh your browser.

  2. Click the pencil icon (Pencil icon to edit topics) near each article and enter Taxes in the Add Topic field.

    Click Save.

Note

Note

You can set up automatic topic assignment in Workspaces, as well. To do so, you must set up data categories in your org. We’ve bypassed that step to keep our project in a consumable chunk, but really, it’s the most correct and easiest way to assign topics to your articles.

Let’s look at the articles in the portal.
  1. Click Content Management name on the top-left side and navigate to the Builder workspace.
  2. Click the down arrow next to Home and navigate to the Top Articles page. Down arrow next to Home

    Note that the articles you just published are showing up in the Top Articles by Topic component on the page.

  3. Click the Top Articles by Topic component and notice that you can add different columns for each topic you set up in your portal (we’ve only added one, so we can only see one).

Let’s see how we can drive more traffic to the Top Articles page from the homepage using the Tile Menu.

Configure the Tile Menu

One of the coolest features of the Customer Account Portal template is the Tile Menu, which uses graphical navigation to direct folks to external links, other community pages, a Salesforce object, or trigger a global action.

Let’s see how Maria uses the Tile Menu for Ursa Major customers.

  1. On the portal’s home page, click the Tile Menu and then Edit Tile Menu.
  2. Configure the first two links with the following information:
    Link Text Link Type URL
    Link 1 Renewable Energy External URL https://www.epa.gov/greeningepa/renewable-energy-epa
    Link 2 Tax Credits External URL https://www.energy.gov/savings/residential-renewable-energy-tax-credit
  3. Configure Link 3 like this:
    • Text: Top Articles
    • Link Type: Community Page
    • Page: Top Articles
  4. Configure Link 4 like this:
    • Text: Contact Ursa Major
    • Link Type: Global Action
    • Action: New Case
    • Publicly available: [selected]
  5. Click Save Menu.
    Note

    Note

    You can also upload images in each Tile Menu to make navigation easier. Your Trailhead Playground doesn’t have any images in its asset library, but there’s nothing stopping you from uploading any image you’d like to see in the org.

  6. Lastly, take a second to publish your portal so all the changes are visible to users. Click Publish and then Publish again.
Congratulations! You and Maria have done it! You’ve met all the needs of your stakeholders. Let’s look at them again here:
  • Easy registration wizard to sign up customers
  • Registration wizard with data privacy settings for customers
  • Access to knowledge articles for portal users
  • Intuitive graphic navigation in the portal
  • Editable profile page for customers with address and phone information

You might think...wait a second, you didn’t do anything for the last requirement! That’s because the out-of-the-box User Profile component on the Customer Account Portal template does it for you. So yes, you have also fulfilled that requirement. Now sit back, relax, and give yourself a big pat on the back for a job well done.

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