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Harsh Dubey (Sales Ops Support at Imagine Learning)
Mar 2, 2025, 4:18 PM

🚀 Enhancing Customer Self-Service with Salesforce Knowledge in Communities 🌍

As I explore Salesforce Service Cloud and Community setup, one key takeaway stands out: the power of Salesforce Knowledge in reducing case volume and improving customer experience.

By integrating Salesforce Knowledge into a customer community

, businesses can: 

✅ Empower customers with

self-service solutions

📖 

✅ Reduce support agent workload by

deflecting common cases

🔄 

✅ Improve case resolution speed by

surfacing relevant articles in the Service Console ⚡

A well-structured Knowledge Base combined with an intuitive Community Portal can transform customer support. But here’s the challenge: How can we further optimize Knowledge to ensure customers find the right information quickly, reducing the need to contact support?

Would love to hear thoughts from the Salesforce community! How do you leverage Knowledge in your Communities? 💡

#Salesforce Admin  #Knowledge 

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Hanna Sandoval (Business Analyst - Salesforce Service Cloud at Esri) posted in * Release Readiness Trailblazers *
Dec 19, 2024, 4:43 PM

Issue found with #Knowledge:  The updated Filters button on the Knowledge side-bar on Cases popups the filters behind the middle column in the case Lightning layout in my Spring25 developer org FYI @Leon Kempers  I verified that in production today it is called 'Filter' and works as expected. 

Issue found with : The updated Filters button on the Knowledge side-bar on Cases popups the filters behind the middle column in the case Lightning layout in my Spring25 developer org FYI I verified th

5 comments
  1. Janell Parga (Admin) (Parsons)
    Jan 21, 2025, 5:25 PM

    @Hanna Sandoval - thanks. The issue still occurs in our two sandboxes. Was there a known issue that Salesforce support created or referenced in your support ticket. Perhaps they are still rolling out the fix to all non prod Orgs.

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Anjali Singh asked in #Security
Dec 18, 2024, 6:57 PM
Trending Topics visibility issue

I have added the component 'Trending Topics' in lightning page, but he component is not visible in the page. I am on the published knowledge record page and also topics are added. I have posted the topics with different users but still not visible.  Please help me to solve this issue.

 

#Security  #Service Cloud  #Knowledge  #Knowledge Article

3 answers
  1. Anjali Singh
    Dec 23, 2024, 2:43 PM

    @Harsh Thakkar trending topics standard component is available now. The only issue is like it's not visible and i have added in lightning page

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Sylvain Piguillem (Chief Sales Officer at N'Py Résa) asked in Salesforce Knowledge User Group
Jun 29, 2024, 5:37 AM
Help on Article mangement with Experience site Content Management

Hello,

 

I created a Help Center Experience for our final customers (guest users) to have access to our public knowledge article.

 

I created Topics, Navigation and featured topics using Content Management, but when i go to Article Management, it's empty. I might have missed something in the setup somewhere. Can you help?

 

#Experience Site #Knowledge #Knowledge Articles

3 answers
  1. Karen Peacock
    Jul 1, 2024, 8:32 AM

    Hi I think I understand what you mean now that when viewing the articles through Workspaces > Content Management > Article Management you don't see any articles.  If this is this without changing any filters I would agree it's because the article may not be published. Or are you using data categories to partition the database?  If so I would recommend checking this article : https://help.salesforce.com/s/articleView?id=000387727&type=1

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Sylvain Piguillem (Chief Sales Officer at N'Py Résa) asked in Salesforce Knowledge User Group
Jun 28, 2024, 9:09 PM
How to filter elements on help center public knowledge?

Hello,

 

I am setting up an Help Center website. How can I only show some fields? Thank you

 

#Knowledge

1 answer
  1. Ashwini Garwandha (Salesforce)
    Jun 29, 2024, 9:45 AM

    Hi @Sylvain Piguillem,

    For insights on customizing and managing knowledge articles in Salesforce Service Cloud, check out these helpful articles:

    1. https://help.salesforce.com/s/articleView?id=sf.ec_make_knowledge_fields_visible.htm&type=5
    2. https://help.salesforce.com/s/articleView?id=release-notes.rn_experiences_search_layout_configure.htm&release=246&type=5 
    3. Filter Articles with Data Category Mapping
    4. Refine Knowledge Search Results with Topic Filters in Experience Cloud Sites
    5. Display More Fields in Knowledge Search Results
    6. Knowledge Settings

     They provide guidance on configuring field visibility and search layouts in Salesforce Service Cloud Help Center  

     

    Thanks!

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Jake Zawojski (Systems Business Analysis II at Edwardjones) asked in Salesforce Knowledge User Group
Oct 4, 2021, 4:28 PM
Is Advanced Search in Knowledge One Working as Expected?

Hello,

 

My Org has 4 Data Category Groups, two of which are filled in automatically on the case side. This leaves our agents to fill in the other two based upon the contact they receive.

 

By default the two empty DCG's are defaulted to [--none--], which Advanced Search shows as: [  -  ].

 

Scenario: 

Let's say I change one of the blank options on the case side from [--none--] to [Option A]. Clicking into advanced search, the filter has updated from [  -  ] to [Option A].

 

Back on the case side, I change the DCG from [Option A] back to [--none--], save, and look at my advanced search. The DCG does not update to [  -  ] and keeps the selection as [Option A].

 

Is this behavior expected?

 

Thanks!

 

#Trailhead Challenges

1 answer
  1. Subba Rao Kalavala (pro)
    Apr 30, 2024, 12:23 AM

    This behavior does not seem expected. In a typical scenario, when you change the DCG selection on the case side, it should update the Advanced Search filters accordingly to reflect the new selection.

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Cristina Callejon (Salesforce Administrator at MACC Residencial) asked in Lightning Knowledge Migration
Feb 10, 2023, 10:14 AM
How to edit MasterVersion Id field?

Hi, we are migrating Drupal articles to Salesforce Knowledge and we have some translated articles not linked with Original language articles, how can we link the translated articles with original if we can't edit in any way the MasterVersion Id field to relate both? Is there any way to do it?

Thank you

#Knowledge #Lightning Knowledge Migration #Lighting Knowledge #Knowledge Article Translation

3 answers
  1. Julie Hillyer (Wolters Kluwer TAA)
    Feb 10, 2023, 11:09 PM

     As per the case description, I understand that you are looking to upload translated articles associated to master article(Knowledge__kav object.)

     

     I have tested this in my demo org and found a way to achieve this by creating a lookup field,

     

     i. Created a lookup field(ParentKnowledge) to knowledge.

     ii. Translated an article(Creates a new Spanish article with draft status)

     iii. Updated the field ParentKnowledge with the English article in the newly created article.

     iv. The translated article is associated with Master article.

     

     Also, I have tried updating the article using data loader(refer the attched article.csv file).

     

     Please find the attachments for reference.

     

     Note the following restrictions:

     

     It's only possible to update draft articles via Data Loader and there are restrictions on how you can export or query knowledge articles.

     

     It's not possible to update an article's PublishStatus via the Data Loader and it's necessary edit each article you would like to update to create a draft version.

     

     There is no standard or supported means to mass update articles to draft status. They must be set to draft status one at a time via the user interface. 

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Catherine Fontanilla (Senior Research Operations Program Manager at Salesforce) posted in * Customer Success *
Oct 31, 2022, 5:25 PM

The Salesforce Knowledge team wants to hear from YOU! Help us shape the future of our product roadmap! 

 

Are you responsible for your organization’s knowledge base? We want to learn about your knowledge management process and collect your feedback on forthcoming product improvements. Join us for a 90-minute interview between Monday November 14th and Wednesday November 23rd to share your thoughts! Participants selected for an interview will receive a $150 e-gift card as a thank you for their time.

 

Please complete this short survey (https://www.surveymonkey.com/r/QXC3CSZ).

 

Qualified applicants will be contacted for scheduling.

 

#Knowledge #Knowledge Base Article Attachments #Knowledge Article Translation #Knowledge Articles #Knowledge Management #Knowledge Base #Knowledge Sharing #Knowledge User @Knowledge Import/Export Tools @Lightning Knowledge Migration @Salesforce Knowledge User Group @Salesforce Knowledge @* Service Cloud * 

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Catherine Fontanilla (Senior Research Operations Program Manager at Salesforce) posted in * Service Cloud *
Oct 11, 2022, 3:39 PM

Help Shape the Future of Salesforce!

 

Salesforce Research is seeking Service Cloud users to influence and shape the future of our products. By joining this program, you will be eligible to participate in feedback surveys and interviews. When you participate in a study, you will receive a gift card as a token of appreciation for your valuable feedback and time.

 

If the idea of seeing your suggestions come to life sounds exciting to you, sign up for the Salesforce Research Program here! 

 

Thank you,

Catherine Fontanilla

Research Operations Program Manager

 

#Service Cloud #Service Cloud Voice #Customer Service #Knowledge #Salesforce Knowledge

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Patty Ryder (Salesforce Systems Analyst at Cell Signaling Technology) asked in Salesforce Knowledge User Group
Sep 7, 2022, 4:52 PM
If an article has a translation available, how can users easily see/access this from Knowledge Case Widget?

seems like they can only see primary English version only?  And to see if there even is a translation they have to leave case and go into the article directly?  Seems like there should be a flag or link available within widget? 

3 answers
  1. Philipp Bartsch (EUROIMMUN AG)
    Sep 9, 2022, 8:56 AM

    When I search for a Knowledge Articles using the global search, Salesforce tries to be clever and only shows me articles in the language I have set for myself. Maybe suggesting articles via the widget works the same way?

     

    If anyone knows how I can get Salesforce to stop this behaviour, please let me know :)  (I know that I can set the language in the search, but there you can only select one language at a time ...)

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