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Enable Salesforce Knowledge

Learning Objectives

After completing this unit, you’ll be able to:
  • Identify how many Knowledge User licenses your organization needs.
  • Give yourself a Knowledge User license.
  • Enable Knowledge.

What Is the Knowledge User License?

The Knowledge User license lets you enable and administer Salesforce Knowledge and manage (create, edit, publish, etc.) articles. At first, you might only need to give the Knowledge User license to one user to create articles because all your internal uses can read articles without the special license. If you want more than one person to author and manage your articles, you can always buy more licenses .

So, do you need more Knowledge User licenses? Well, that answer depends how you answer the following questions.

Consideration Number of licenses
How many people in your service department do you want to create articles? For example:
  • Customer service agents
  • Service managers
  • Top-tier support
Generally speaking, you probably want everyone in your customer service group to be able to create and edit articles.
How many other employees are content creators? For example:
  • Technical writers
  • Subject matter experts
  • Evangelists (marketing, sales engineers, etc.)
If you have people outside customer service that contribute to company knowledge, add their number to your total Knowledge User license.

As a general estimate from the suggestions above, if you have 100 support agents, and 20 people outside your service group who you want to write articles, you’ll need around 120 Knowledge User licenses.

Give Yourself a Knowledge User License

Let’s get down to the nitty-gritty and start setting up your Knowledge Base. First you must assign your profile a Knowledge User license.

  1. From Setup, click Manage Users | Users.
  2. Click Edit next to your name.
  3. Select the Knowledge User checkbox.
  4. Click Save.
Edit user page

Assigning a Knowledge User license makes the Knowledge pages show up in Setup.

Knowledge in Setup

Enable Knowledge

Once you enable Knowledge in your org, you can’t turn it off. When Knowledge is enabled, the Knowledge tab is visible to all users and the Article Management tab and setup pages are visible to all users with a Knowledge User license.

After you, your agents, and your customers experience Salesforce Knowledge, you’ll probably never even consider hiding its awesomeness. But should you need to, simply uncheck the View Articles, Edit Articles, and Manage Salesforce Knowledge profile permissions.

Ready to take the plunge? Remember, once you go Knowledge, you never go back!

  1. From Setup, type Knowledge into the Quick Find box.
  2. Click Knowledge Settings.
  3. Read the information on enabling Salesforce Knowledge in your org.
  4. Check Yes, I understand the impact of enabling Salesforce Knowledge.
  5. Click Enable Salesforce Knowledge.
Knowledge enable page

Boom! You did it! Your org is Knowledge-enabled.

Now, the Knowledge Setting page has a lot more settings. With the settings on this page visible, you’re well on your way to completing roll out of Knowledge.

Knowledge Settings page

Resources

Note

Note

Remember, this module is meant for Salesforce Classic. When you launch your hands-on org, switch to Salesforce Classic to complete this challenge.