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Further Information
Consideration
within your team and provide pertinent and accurate information
to your customers.
Consider the following tips when planning and using Salesforce Knowledge:
•
Create synonym groups in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches,
letting you optimize search results.
• Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy
maps to your role hierarchy. For more information, see Data Category Visibility.
• Create custom reports on your Salesforce Knowledge data. You can also install the Knowledge Base Dashboards and Reports app from
the AppExchange to receive over two dozen helpful reports.
• Multiple agents can edit the same article at the same time. If that occurs, your changes can be overwritten by a colleague without
warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to edit only the
articles they're assigned.
• Know the maximum limits for articles, article types, and data categories.
• Review your usage regularly to avoid storage shortages: from Setup, enter Storage Usage in the Quick Find box, then
select Storage Usage.
• Public knowledge base users cannot rate articles.
• The File custom field type allows agents to attach documents to articles.
• You will lose your data if you convert a custom field on an article type into any other field type. Do not convert custom fields unless
no data exists for the field.
• When renaming Salesforce Knowledge labels note that standard field names, like title and type, are fixed. These fields do not change
the labels on the article create and edit pages. If the organization is set to another language, these fields remain in the fixed label
for that language.
• The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. With
lemmatization, a search can match expanded forms of a search term. For example, a search for running matches items that
contain run, running, and ran.
• Make sure that you have a clear understanding of the type of articles your organization needs, and how agents interact with these
article types. This determines the article type permissions and article actions that you need to assign to Salesforce Knowledge users,
which you can then use to create the set of profiles or permission sets required by your organization. For more information, see
Knowledge Article Access on page 41.
•
Determine if you need to create workflow rules for some of your article types. For example, you can create a rule that sends an email
to an article manager when an agent creates an article upon closing a case.
• Determine if you need to create approval processes for some of your article types. For example, if you have a type of article that must
have legal and management approval before it can be published externally, create an approval process for the article type.
Salesforce Knowledge Limits
Limits for Salesforce Knowledge per edition.
Salesforce Knowledge Limits
Limits for Salesforce Knowledge per edition.
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Salesforce Knowledge Limits
Plan Your Knowledge Base
