Hello everyone,
I'd like to share my LinkedIn newsletter focused on innovative editorial solutions for the #Knowledge Base in multilingual business models. I'd love to hear from those of you who use the application.
Check out Salesforce Knowledge Unpacked and feel free to share your thoughts or questions in the comments.
I look forward to hearing from you!
#Forums Community
[▶️]🔴🔥🎬 New Salesforce Summer 25 Lightning Knowledge Features You Need To See!
In this video, I am sharing all the new Lightning Knowledge enhancements that came up with Summer 25 release.
In this video, I have covered:
🌟 - Getting Feedback to Improve Knowledge Base
🌟 - Improve Article Navigation with Table of Contents
@The Blog Group @* Release Readiness Trailblazers *
#Salesforce Developer #Salesforce Admin #Knowledge Article #Knowledge Base #Knowledge Management #New Releases #Release Readiness #Service Cloud
Thank you @B Super - Chupka for the comment. Welcome back. I really appreciate your feedback and going forward will incorporate those in my next videos.
Surely not the only one struggling with this? I am only starting the conversation a new since the last related question was in 2021 with no solution in sight. I am having the same result every time I try to Import a Knowledge Article in a .zip from Setup: "An unexpected failure during loading has caused the import to stop.". Following every step from the official help materials and from this: YouTube tutorial
. I only wish that they have showed us the final result, but I believe that they got to the same place I am getting :0). I would appreciate highly any tips on resolving this.
#Data Management #Knowledge Base #Knowledge Article #Knowledge Management
Hi Trailblazers,
I’m facing an issue with Search and Replace in Salesforce Knowledge. After a recent Salesforce update, the tool is only searching and replacing within a small subset of my knowledge base (31 articles), despite the fact that we have hundreds of articles.
Here's a summary of what we've checked and ruled out:
Our Salesforce developer suspects this might be related to a conflict with a recent Salesforce update, as this issue has only surfaced recently and the configuration was working correctly before.
Has anyone else experienced similar issues with Salesforce Knowledge Search and Replace after an update? If so, are there any known solutions or workarounds? Any insights would be greatly appreciated!
Thanks in advance for your help.
#Experience Cloud #Lightning Experience #Knowledge Management #Salesforcecommunity
Unfortunately it's not something you can raise a ticket for with Salesforce, even though it's by Salesforce Labs.
Anyway, my Salesforce dev solved the issue, you to not tick any of the channels and it will default to searching the whole knowledge base.
Just another day in Salesforce...
Hi @Salesforce Knowledge User Group! Really hoping someone can provide some guidance.
My team are in Manila and I want to be able to enable no/low-code article elements to enhance our Knowledge Articles. This is to ensure consistency and reduce error/handling time on articles.
I am looking initially for 3 things:
I have asked my internal development team is we can use the New Aura Components for Lightning within Knowledge Articles, but they have said we can't (example here). They have also said HTML code will not support these things in Salesforce, so I am a bit lost.
I wanted to consult with you all before asking for a meeting with our Salesforce account manager to discuss these things.
Appreciate any guidance.
#Knowledge Article #Knowledge Management #Lightning Knowledge Article
Thanks
So the main thing is someone would have to build a custom front end component that renders the knowledge data in a different way (eg if text is wrapped in an h2, then make is a show hide component). So it would be a case of rules around what content does what, and then someone turning that into custom html and javascript.
If I understand the Functionality of Data category Mapping in Salesforce Correctly, It is used to give suggested Articles in Knowledge Sidebar.
I have enabled the Mapping with one picklist value
Thanks,
Disha
The knowledge sidebar suggests the suggested articles based on the subject in your case(not the data categories). The Data Categories help you filter the articles or find the articles easily. When you click the funnel icon in your knowledge sidebar, you can filter the articles based on the data category. Say for example you have a data category hierarchy setup as follows.
Phones--> Cell Phones--> Apple Phones
Phones--> Cell Phones-->Android Phones
Phones--> Landline phones-->Cordless Phones
You could click on the funnel(icon) in the knowledge sidebar and filter articles related to Cell Phones only.
The purpose of the data category is nicely encapsulated here:
https://help.salesforce.com/articleView?id=category_whatis.htm&type=5
Let me know if this helps?
Thanks,
Pradeep
Hello,
We are working on moving our customer care team out of Zendesk into Service Cloud. I've rebuilt the help center from Zendesk into Salesforce Knowledge. We have a mobile app for our product and there are some quesitons around knowledge that I need help with:
Our app devlopers (non-Salesforce) are looking for sdks for knowledge but found a different option, REST API.
The issues that arises here has to do with Bearer tokens and for enabling the REST API in the first place.even once it is enabled, there is an OAuth flow for getting a token – and that flow requires the account login / password – NOT the individual user’s. From what they can see, this pretty much always required a web redirect. Primarily because, they think they to put my account login / password in the app (which is a bad security practice) and second, if that PW changed, your Knowledge access would need an app update to keep it active. This is something we could possibly put into Contentful, but again, as a security measure that is not something I would suggest doing – at all. Mostly, I’m bringing it up to let you know I tried to think about possible solutions – and those solutions are not secure.
What is the best practice for putting Salesforce knowledge in a non-Salesforce app? #Knowledge Management #Service Cloud
@Brandon Page Salesforce help actually pointed me to post something here.
I did look into the link you posted but it is just a presentation from Dreamforce 2017 and I cannot find anything on the appexchange. is this product still available or was it re-named?
Thanks.
Hi there, Currently multiple people can edit the same Knowledge Article in our environment. Is this really still an issue for everyone?
I imagine we all understand the risk of multiple people editing articles at the same time.
I can see this was raised in idea exchange in 2014 and has 20 votes.
Thanks
I was thinking about a Record Trigger flow to call an Approval Process to "Lock" the record, but I don't know if the last modified by person could unlock the record maybe recall the approval. But then I thought, maybe a simple Rich Text Field "Alert" to display when the Article is in Status "Draft". Maybe add the Last Modified information below the Alert?
Last Modified could be placed under the Rich Text Field ?
Hi there, I'm trying to get visibility of all words searched / number of searches for Knowledge in Salesforce Knowledge.
We have been advised that the report "Result is truncated to 300 most-used keywords for that day, per channel" (from https://help.salesforce.com/s/articleView?id=000386385&type=1). We are receiving over 300 searches so this report does not give us the detail we need.
I can see that the Knowledge CRM Analytics Dashboard Pack from Jan provides some great insights, but I'm still looking to get any ideas on how I can get a complete view of the words searched.
Does anyone have any suggestions on how to all words searched / number of searches for Knowledge to gain better insights?
Thanks,
Thanks @Colin Sims! I will check out the Search Answers info.
We already have Suggest related articles on case activated with Case Fields Used to Find Suggested Articles = Subject, Case Type.
Have a good rest of week!
Curious for everyone's opinion.
My company has a fabulous Knowledge collection, both internal/external facing.
But..... When doing a case analysis I notice we have maybe 4/5 topics that make up the majority of our cases. I know we have knowledge articles that explain in great detail what to do for these situations. (Upgrades/configuration issues)
I think there are a few things that may factor in.
1. How the articles are written, by developers not with basic end users in mind.
2. How the articles are formatted. They aren't consistent across products/articles.
3. How long they are.
Does anyone have any advice for tackling these issues?
We do not have a technical writer. I am not sure how best to format articles so that our clients actually read and understand them better. If we could get these right I am sure we could deflect a lot cases.
Or if we should be exploring short videos.
Please let me know of any suggestions, resources, ideas etc. Thank you
Hi,
We use KCS as our framework. In KCS techies write AND edit the Kbs. They are subject matter experts (SMEs) and own the content to some extent. The drafts are then reviewed by someone that is fit for a review (maybe you?) for:
- language; engineers are typically good at using language that is hard to get; double negatives etc.
- formatting standards (these may need to be defined)
- terminology (these may need to be defined)
- accuracy and relevancy: is the Kb up to date? will it actually fix the problem?
- Sanitize: does it reveal too much? is there an IP exposed? are customer names in Kb? etc.
- Can customer use and self-service the KB (if its public).
Etc.
So basically, you ll have to define standards, develop training and give training.
Then a review process needs to take place to ensure standards are met. IMHO Kbs
are never "flavor of the month" and seen more like a problem more than a solution to a problem at scale.
Once you have done the above you can move to "code as content": we have implemented that and show that 98% of the time when a coded Kb is consumed there is NO case logged.
Cheers,
Eric