Looking at the feature Knowledge Map. Has anyone seen a demo or why I would want to use the feature? I'm not sure if it would be useful and the documentation is rather sparse. Unfortunately because Knowledge does not easily come from Production to non full sandbox orgs we have broken articles where we got the kav but not the KA in the org. Also if you accidentally turn it off and back on again it is very easy to make duplicate Knowledge Article Relationships.
8 answers
I'm testing this now in a sandbox environment.
- It feels very clunky, some aspects are not intuitive, and Salesforce documentation is minimally helpful.
- Our first use case is tying together "FAQs" under a master topic -- it seems to have potential value on that front. We're highly certain we will not be undertaking a massive map of the full knowledge base. Seems like that is redundant to Data Categories (even though the visual map is nice and Data Categories have limited usefulness in the agent UI).
I'm wondering if anyone has explored the ARTICLE TITLE field on the relationship record.
- It is a manually updated text field.
- Depending on what route you take to create the relationship, it either stays blank and requires a value to be typed, or it pulls in the title of one of the two articles being related.
- Although not labeled as such, it seems like it was intended to be a label for the relationship (e.g., "Widget FAQs") rather than an article title. As such, it can help clarify why a set of articles is related, and also help when reviewing in a List View. However, re-purposing the field this way gets ugly with reporting since you are stuck with the "Article Title" label and that is not the data being entered.
- Maybe the field can be re-named; I have not yet asked with our developers.
- For the moment, we're testing by inputing the Article Number of the Parent Article in this field as a compromise. At least it conceptually aligns with Article Title label without becoming outdated with new article versions. However, it is not as useful as labeling the set of articles being related.
Any insights regarding use of the ARTICLE TITLE field on the relationship record is much appreciated!
