Salesforce Knowledge User Group

While it states Apps by Salesforce Labs "should be considered community projects - these apps are not officially tested or documented," it also states that they are built by Salesforce employees, so it is not a community project. 

We use it and it works well. However, when we upgraded to the latest version, one of the question labels had " (obsolete)" appended to it. IT couldn't figure out how to modify an OOB label, so we had to hide the OOB field, create a new, custom field, and adjust the formula to not count the old field but include the new field in scoring CSCs. Other than that we've had no problems. The documentation on the package is good, make sure your IT team is referencing it.

Great question, Hanna! Here's a quick breakdown by scenario: 

1. New Article Authors — Already covered via Created By and your custom Author field. 

2. Version Creators — The Created By field always reflects the original author, not the version creator. The best workaround is to use Approval Process History (ProcessInstance / ProcessInstanceStep objects), which captures who submitted each version for review. Alternatively, create a custom "Version Created By" field and auto-populate it via a Flow triggered on Knowledge Article Version creation.

3. Approvers — Use the same Approval Process History

report  

Quick Tip: Combine Approval Process History reporting with a Flow-driven custom field for the most complete and reportable view of Knowledge contributions across your org.

Thanks everyone for the encouraging feedback, really appreciate it! 

Regarding security and metadata access, I’ve documented everything in detail here: https://fieldpulse.forcenaut.com/security 

In short, the extension does not store or transmit your org data externally. It operates within the user’s browser session and respects Salesforce security and access controls. All interactions are limited to what the logged-in user is already authorized to access. 

Happy to answer any specific questions if you have them 👍 

Yes, even with Slack we always posted within the same channel. Basically we are just sending an email to that channel. There might be something in unofficial salesforce to help, but that is what we did.  No title, per se, on the post but each one is started with the case owner's name/case number/priority followed by their question. We also include the Subject of the case too, in case someone wants to see the original question. I used the "send better email" action in Flow.  Here is what the agents see on the case feed to send their post:

This is what the Teams post looks like:

Hope that helps!

Kim

Hi @Carisa Kanehailua - Enterprise Knowledge (EK) may be of interest to you for this. If you're familiar with Unified Knowledge, EK is the new version built on Data Cloud (oops, Data 360) :) and would enable you to ingest videos and PDFs into your SF instance, then use that content for Agentforce grounding. Overview video

in case you're interested - note that it does require that you're on Data 360.  

I'm a bit out of my element with other options, sorry, but you can always