Lightning Knowledge Setup and Customization #inSalesforce

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Lightning Knowledge Setup and Customization


Set Up Lightning Knowledge :

Setup | Service Setup | Select the Knowledge Setup tile | Start | Select a Lightning Knowledge author and click Next (as per requirement) | You can skip entering the data category information | Click Next | Click Finish.


Reconfirm that Lightning Knowledge is enabled :

Setup | Select Knowledge Settings | Verify that Enable Lightning Knowledge is selected.


Create Custom Fields :

Setup | Click Object Manager | select Knowledge | Click Fields & Relationships | Click New | Choose the field type. may be choose Text Area (Rich) | Click Next.

Suppose :
Field Label: Details
For Length, Take the max allowed
Click Next.
Select field-level security as per need.(may be select all)
Click Next.
You may add or not add to layout as per need.
Click Save.


Create or update a Page Layout or Page Layout Assignment as per requirement :

Setup | Click Object Manager | select Knowledge | Click Page Layouts | Click New (If you’re basing the page layout on an existing layout, choose it.) | Enter the name of your page layout. (like Sample Layout) | Click Save.


Add Actions and Fields as per requirement:

In the layout, in the palette, click Mobile & Lightning Actions | Hover over the Salesforce Mobile and Lightning Experience Actions section | Click Override to customize the predefined actions | Drag Post to the Salesforce Mobile and Lightning Experience Actions section. Post allows users to post to the Article Feed | Drag Poll next to Post | May be add a Knowledge Detail section. The Title and URL name fields are already there and set as required. Suppose add a field named Details: In the palette, click Fields | Drag Details to the Knowledge Detail section | Name the section like Article Details | Leave the defaults checked, then click OK | Click Save.


Make additional changes to the layout as per need and Save


Create and Assign Record Types as per requirement:

Setup Setup | Click Object Manager | select Knowledge | Click Record Types | Suppose 'Tutorial on' | Active | Select the profile that will use this record type | May be select Make Available next to the all the profiles listed |Click Next | Select the page layout that users with these profiles see for this record type as per need | Click Save.


Choose default record type for profile:

Setup | select Profiles | Select a profile | Scroll down to Custom Record Type Settings and click Edit | Move the needed record types from the Available Record Type box to the Selected Record Types box | Choose a default record type. May be FAQ | Save.

Additional Changes can per done in the Page Layout Assignment to page the proper layout available for record type for the profile as per requirement


Enable the Validation Status: This indicates the state of a knowledge article. 

Setup | Knowledge Settings | Click Edit | Select Activate Validation Status field


Add Fields to the Compact Layout:

Setup | Click Object Manager | select Knowledge | Click Compact Layouts | Click New | Enter the Label | Move Validation Status to Selected Fields | Move Article Number, Article Record Type, Version Number, Publication Status, and Last Modified Date to Selected Fields | Click Save.

Make the changed in Compact Layout Assignment setting the Primary one


Update the Visibility Setting from layout, FLS etc.


Add Knowledge to Console:

Agents can only use Knowledge if they can see it. 

App Launcher  | select Service Console | Check the menus in the navigation bar for the Knowledge option.


Display Knowledge on Case Record Pages:

Service Console | Cases from the navigation bar | Click a case and The case record opens.| While still on the case record, click Setup and select Edit Page | Drag the Knowledge component from the Standard Components list to the record page. | Click Save | Click Activate.


Help Agents Attach Articles to Cases:

Setup | Click Object Manager | select Case | Click Case Page Layouts | Click Custom Case Layout. | click Case Layout.| Click Related Lists and drag the Articles related list to your page | Remove the Solutions related list from your page | At the top of the page, click Feed View | Scroll down to Article Tool Settings and select Enable attaching Articles inline | Click Save.


Test this:

App Launcher  | Service Console | From the navigation bar, select Cases | Click a case number | In the Knowledge pane, enter a search term for articles in your org that relate to your case. | Open the menu next to the article and choose Attach Article


Map Cases to Data Categories:

Setup |  Data Categories | Click Data Category Mappings | Choose the Case field may be Product.
| Choose the Data Category Group | Choose the Default Data Category - may be All | Click Add.


Enable Knowledge Settings for Search:

Setup | Knowledge | Click Knowledge Settings | On the Knowledge Settings page, click Edit | In the Knowledge One section, enable all four choices: Highlight relevant article text within search results, Auto-complete keyword search, Auto-complete title search, and Suggest related articles on cases. These settings help you turbocharge your searches | Scroll back to the Knowledge One section | Under Case Fields Used to Find Selected Articles, select the fields most useful for suggesting articles. Then move them up or down in the list on the right | Scroll to select Enable Case Data Category Mapping. Set up data categories and a field for that category. This setting helps enable filtering on cases | Click Save.


Visuals:



Reference: https://trailhead.salesforce.com/content/learn/modules/lightning-knowledge-setup-and-customization

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