Hi #ServiceBlazer s! Are you coming to #DF26
?
If you want to start Dreamforce with meeting people (via networking activities to bring Sales & Service closer together) rather than an onslaught of content right-away - and before the keynote - consider joining our Meetup for Serviceblazers and Salesblazers! You can find it on the Agenda Builder.
Is there a way to report on any article versions that were created by a user, rather then just the original author?
Background: My stakeholders want to report on Knowledge contributions by user, and there are the scenarios:
- user authored a new article (we have this covered via an Author field and the Created By field)
- user creates new version to update an article, and submits that for review approval. I have not been able to report on the version creators, as Created By keeps displaying just the original article creator. Maybe we need to use the Approval Process submitted by / created by user?
- user with the special permissions approves a review approval request, doesn't actually edit the article.
Thank you for any insight you can provide on best practices in this space.
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.
Dear #ServiceBlazer s,
We would love to use dynamic forms in the left column of our 3-column Case layouts, but are limited due to the dynamic fields set to 2-columns showing up as stacked/1-column.
Would you please assist with upvoting this idea:
Please help upvote this Idea:
Be able to export current Synonym Groups for analysis and review | IdeaExchange
Background: We just found that Service Cloud users could not find a certain article due to keywords used not matching the words in the Title or Description exactly. After reviewing the Synonym Groups I found a lot of opportunities for updates needed, and was able to address this particular use case immediately.
This brought up our need to audit our Synonym Groups, but this needs to be done by business stakeholders who know our product and content best. I cannot seem to export the list for them to review.
@Alexander Baer You can already report by Publication Status = Draft, I believe the idea you shared is from 2015 and should be closed out as fixed?
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This change will better reflect our values, visions, and goals and provide a more cohesive opportunity for all community members as you interact with Service Cloud. Stay tuned for new exciting opportunities in the community this year as we celebrate our exciting new chapter!
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Hi @Kourtney Martin,
Do we have any Slack channel for Serviceblazers?
❤️📣 Live from New York...it’s Serviceblazer
Today at World Tour New York, we’ll be celebrating Serviceblazers in style. Won’t be there in person? No worries, check out how you can help share the Serviceblazer excitement!
I have done 3 quests in April and none of them are reflected, only the ones i did in March has come up. Does it take 1 week or so .. TBH i never noticed the exact time it reflects @Kourtney Martin
I noticed on the DF registration site something new track on the Bootcamp registration page. "Advanced Admin Service Cloud". Could a new Certification be on the roadmap? @* Trailhead Academy * @Bootcamp and Certification at Dreamforce @Sophie Westbrook @Julie Workman @Serviceblazer Community Group @* Service Cloud *