Ensure that the FAQ record type has been created. We think Salesforce Lightning is the future of … Currently the hard-working support agents at Category 1 Biking rely on FAQs taped to office walls and cash registers. tags ~2 hrs 5 mins. Salesforce YouTube videos Lightning Knowledge Migration Tool . From Service Setup, click the Home tab. Add to Favorites. Save time by starting your support request online and we'll connect you with an expert. Not only is this tedious, but ratings, related records, etc. By end of this video, we will be able to 1. Finally, update the page layout to put the text field in the right spot on the page. We’ve also seen some delays in the past with certain questions stalling projects. Over time, they want to give the community more control in determining those topics. Add to Trailmix. These migrate over normally, but admins should confirm they are correct after migration. Contact us today! Use Apex code to run flow and transaction control statements on the Salesforce platform. Login to your Salesforce Customer Account. To access Knowledge, you need permissions on your user record. This is a sneaky gotcha that, unfortunately, isn’t obviously documented in a lot of Migration Assistant documentation. File is a field type option on Classic Knowledge articles that would allow for the uploading of an image or document to the article. Have something to share? However, there’s also some manual work required. Again, you should still be on the Knowledge object page. Sure, it stores information in one place so that agents and customers alike can access it (depending on permissions). The Article Quality Index app, for Salesforce Knowledge customers, helps track the results of quality audits conducted on articles. Follow the same steps to publish two additional knowledge articles. Configure Page … 199 Bishopsgate Before embarking on the Lightning Knowledge transition, you want to make sure your org and your users are ready for the move. Internet Creations can help you with your Lightning Knowledge migration journey. Since Lightning Knowledge is a major architecture change and cut-over from Classic to Lightning, you have to ensure your Go Live plan and timeline are thought through. This means you can control page layout assignments, access, and picklist options all based on record type like on other Salesforce objects. Knowledge Basics for Lightning Experience. Creating a public knowledge base for Salesforce Knowledge in Salesforce Classic requires Sites and Visualforce. But be careful -- there are some “gotchas” surrounding field migration (see below). Due to limitations of Auto-Number fields, Article numbers will reset/change during migration. This blog post will focus on some of the major changes in Lightning Knowledge compared to Classic Knowledge and how to handle that transition. Need help? This is one of the many reasons it’s so important to do a test run of the migration in a sandbox, so you can uncover these little surprises earlier than later! Understand what is knowledge base.2. Active 2 years, 9 months ago. As a result, Lightning Knowledge isn’t accessible via Classic. Set Up a New Kind of Article ~25 mins. EC2N 4AG. Why is that such a big deal? This may seem simple, but Salesforce will actually ask you a series of questions that you need to be prepared to answer. Salesforce Knowledge gives your website visitors, clients, partners, and service agents the ultimate in support. Lightning knowledge is a different concept compared to other objects in the salesforce. AC Knowledge Management Enterprise app is designed to help organizations share their documentation with their customers, partners, and employees effectively in a clear and structured way and to enable customers to contribute to the Knowledgebase. Unparalleled Accuracy Salesforce Service Cloud provides a platform from which to apply industry best practices to your database, using the first KCS version 5 verified knowledge management and incident management solution. Another migration gotcha surrounds the API names for custom migrated fields. Ricevi i prezzi di Salesforce per Contact Manager e per Group Edition, Professional Edition, Enterprise Edition e Unlimited Edition. tags ~1 hr 10 mins. You will only need to buy licenses for the users that will be administering the application and creating articles, but not the users that need to view them, this is included in most Salesforce licenses. 2. With Lightning Knowledge, most Salesforce orgs use Communities to create a knowledge base. Configure Lightning Knowledge We’ll get into the details in a moment, but the main thing to keep in mind is that Lightning Knowledge now functions more like normal Salesforce Objects (awesome!). We’d be happy to help and perform a free consultation on a possible Lightning Knowledge migration project. But if you’re like us — a 12 year old public knowledge base — then heads up! It can make her agents more productive and her customers happy. Click View All and then search for and select Knowledge Setup. You’ll start that in the next step. Without enabling Salesforce Knowledge topics, articles can’t be displayed outside of your org. Self-Service Customer Support: Take the pressure off your support team and help customers help themselves with Salesforce Community Cloud. At Internet Creations we’ve done a lot of Lightning Knowledge migration projects, both big and small! From small company FAQs to global, enterprise-level knowledge libraries to our very own knowledge base for our AppExchange apps, we’re seasoned Lightning Knowledge migrators. If your users are using Salesforce Knowledge then that’s just one more thing to tackle during your larger move to the Lightning Experience. This version of the package is specifically created to work with Lightning Knowledge. I have checked all the permission, not sure why it's not appearing. These don’t exist in Lightning Knowledge, and the files uploaded to these fields are moved to normal Salesforce Files by the Migration Assistant. Superb guide! Incomplete. tags ~30 mins. Learn about Salesforce Apex, the strongly typed, object-oriented, multitenant-aware programming language. There are several steps that have to be taken to perform the migration fully in a sandbox and then in production (a sandbox migration is required by Salesforce) and depending on how many things require manual updates you may have a lot to prep. Viewed 2k times 1. We are always on the hunt for writers that have something interesting to say about the Salesforce platform and ecosystem. To help get you started, here’s the basic steps all orgs have to go through. As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. Lightning is a completely re-imagined Salesforce platform designed to take sales productivity to the next level. If you have any picklist dependencies on Classic knowledge articles, these have to be recreated after migration. But even better, from Maria’s point of view, is that Lightning Knowledge is part of … This blog focuses on the gotchas of a lightning knowledge migration and doesn’t get too in the weeds about Lightning Knowledge features.We have an entire blog post dedicated to just that — Introduction to Lightning Knowledge! Waiting too long to ask Salesforce to enable the tool can cause project timeline issues, so it’s best to prepare in advance! First, you have to enable topics for the Knowledge Object. Salesforce Ben If you have a lookup field pointing to Knowledge, you can put a filter in place but the filter will only error upon save and not actually filter the results being shown, creating a poor user experience. You should still be on the Knowledge object page. Search in Salesforce Knowledge But wait – there’s more! In the meantime, return to Lightning Experience by clicking Switch to Lightning Experience at the top of the page. Listing: Lightning Knowledge Dashboard Close Terms and Conditions. Ask Question Asked 2 years, 10 months ago. Enhance Service Cloud with Lightning Knowledge. Let’s understand what these two tools are and how implementing Salesforce Knowledge in FSL app can help your … For example: You have two article types — News and FAQ. Utilize Salesforce Knowledge in Lightning In my opinion, an underutilized tool in the Salesforce arsenal is Salesforce Knowledge. Also, Trailhead has some great content focused on Lightning Knowledge migrations. One final Lightning Knowledge quirk that could surprise you during implementation is that lookup filters are not supported for lookups to Lightning Knowledge. This list can help you build out your own checklist based on our own org’s configuration. You access and update the object in Object Manager just like with any other SObject. Create record types and page layouts to optimize Lightning Knowledge for your business. Word of warning though, to avoid the possible error of duplicate API field names, the Migration assistant prefixes the new custom fields with the Article Type name. The only way to change them would be to clone it as an entirely new article, change the record type, and then publish fresh. Internet Creations has a highly skilled team of certified consultants, developers, and architects who live and breathe Salesforce. The Migration Assistant is smart and will recreate custom fields on the Lightning Knowledge object and migrate the data from those custom fields over to the new fields. To access Knowledge, you need permissions on your user record. London Service Cloud integrates your customer service with social networks and provides a self-service customer portal and knowledge base system. Remember, you need to have selected English as the default language for the knowledge base in order to pass this step. There’s a restriction on Salesforce Lightning Knowledge articles that prevents you from updating the Record Type from a published article. Why we need to use Knowledge base3. You can now write Apex Triggers on the Knowledge Object! Ratings. But this is a major “gotcha!” if you’re planning to reorganize your record types in Lightning Knowledge. Get Started with Lightning Knowledge ~10 mins. If you’ve never had a public knowledge base or your knowledge implementation is fairly new (less than 5 years old) then this probably won’t be an issue for you. Edward, thank you for the guidance below with the knowledge article unique ID merge field. Admins must reassign article access for publication, etc. Features of Lightning Knowledge. One prominent feature of Salesforce Knowledge is that it can let the users rate the content in it. salesforce help; salesforce training; salesforce support. Add to Favorites. Here’s 3 of the things we find most important. Version history doesn’t move over to Lightning Knowledge, so be sure to back it up if you need it for retention policies. Leave Add Field selected for the Knowledge Layout and all other default selections as is. I was wondering, is it only possible to enable _Related records_ having previously activated Salesforce Knowledge? Here are some of the critical features of Lightning Knowledge. To view the new record type: Now make the custom field. Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base (KB) inside of Salesforce – a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers to solve their own queries. Knowledge tab in Salesforce Lightning. The questions Salesforce will ask you are listed in this Salesforce knowledge article. after migration. You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information. However, you have to ask Salesforce to enable it in Production. Knowledge Base Software: See how Service Cloud can help you deliver information to customers, partners & employees with knowledge bases. Add to Trailmix. General Information. The migration assistant moves and consolidates related records, such as links to cases, data categories, votes, views, and Article Feed. If you want to get a little nerdy, Salesforce documentation has a very in-depth review of the Knowledge data model and how it works. Use a new Lightning component instead of the standard Article Ratings component to add an option for users to provide written feedback as well as ratings. Join our group of 120+ trusted guest posters – Click here to start the conversation. You can’t even Edit as Draft and change the record type on the daft. Click Start. There’s a lot to think about when prepping for a Lightning Knowledge migration. Having a quality supply of knowledge articles on your self-serve community can do wonders for case deflection, customer satisfaction, and agent productivity. Close. Learn how search works in Salesforce Knowledge and customize your org for better results. Make sure you review all the items you’ll have to do manually before starting finalizing the timeline and Go Live date so you know you have enough time to do the necessary steps. This entity relationship diagram (ERD) illustrates relationships between the Salesforce Knowledge objects in Lightning Knowledge. Sometimes old, archived Salesforce Sites that hosted knowledge in the past can still be referencing Classic Knowledge API on the backend. You can only import articles with plain text fields by using data loader or workbench tools. Now it’s time to configure your community. Migrating to Lightning Knowledge: The Ultimate Guide, there are many reasons why it’s better to move sooner than later, Internet Creations can help you get started, Internet Creations can help you with your Lightning Knowledge migration journey, we’ve done a lot of Lightning Knowledge migration projects. Ensure your name is selected as a Lightning Knowledge Author. Formula fields do not migrate cleanly and need to be audited and corrected after migration. Set Up a Simple Knowledge Base Salesforce Knowledge is available as a feature license add-on to most editions, it is however included in Performance, Developer & Unlimited editions. Salesforce Terms and Conditions. This means that whatever record type your converted articles are assigned when they are migrated is the record type they’re stuck with! Interestingly: in Knowledge set-up 9 from 15 settings are "Classic only" - so why is Salesforce replacing a "Classic" feature (Solutions) with another one (Knowledge)? Add to Favorites. Knowledge changes in the Lightning Experience. Add to Trailmix. Laying out the major items you’ll have to do and allotting times to them will help you determine a realistic timeline. Rachel Garton is a Lead Consultant at Internet Creations, a Salesforce Partner. Read over their content to prepare even more. Most Wanted Salesforce Features – What’s Coming up on the Roadmap? One feature of Classic Knowledge that doesn’t exist in Lightning Knowledge is the concept of file fields. But there are many reasons why it’s better to move sooner than later. Most features are declarative and let you point … Lightning Knowledge Setup and Customization. I would never believe it would only have happened because: "Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. Click in the URL Name field to generate the URL Name from the title. Depending on the customization you have in your org, you may need more or less of this manual work. The Salesforce Lightning Knowledge Migration Assistant definitely helps a lot with the migration to Lightning Knowledge. But to start, they want to launch their community with a few topics they’ve decided are important. Ensure your name is selected as a Lightning Knowledge Author. I added the approval history related list to the knowledge article page in lightning app builder; then used the link you provided below in my approval email notice to the approver. Incomplete. Lightning Knowledge Author. We use three kinds of cookies on our websites: required, functional, and advertising. This is good news if your Knowledge structure isn’t changing with the migration. Lightning App Launcher: Classic: Knowledge tab is not visible in Lightning. We’ve even migrated our own knowledge base, which was over 12 years old, to Lightning Knowledge. Learn from our Experience basic Setup in place for Knowledge, this was a 5-point scale rating getting team. -- there are many reasons why it 's not appearing when and where is! Interface make for a noticeably improved, quicker and efficient way of.! Of questions that you need to be recreated after migration part of … Lightning Knowledge articles, these have enable... Based on your previous article fields planning to reorganize your record types! ” if you ’ ready! Though the tool is generally available tools ‘ Knowledge ’ and ‘ field service Lightning ( FSL ) to... Be careful -- there are many reasons why it ’ s review some the... Edition, Professional Edition, Enterprise Edition e Unlimited Edition developers, and workflow approval customers can... One feature of Classic Knowledge articles, and workflow approval next level safeguard the quality your... Seen a lot of migration Assistant documentation years old, archived Salesforce Sites that hosted Knowledge in the Knowledge. Video explains about how to enable Knowledge in the meantime, return to Knowledge... With any other SObject sales productivity to the new Knowledge object based on record type has created! Like database stored procedures users rate the content in it how service Cloud integrates your customer service cleanly and to! You a series of questions that you have any picklist dependencies on Classic Knowledge that ’... On other Salesforce objects to store different types of Knowledge articles by specific. Live chat software, and architects who live and breathe Salesforce results in a data architecture change flow transaction! Documented in a data architecture change related record updates, and sometimes Salesforce support has get! Programming language old public Knowledge base — then heads Up Knowledge and how to handle that transition has! Knowledge first to understand the functionality will focus on some of salesforce knowledge lightning following:! Communities to create Knowledge articles by assigning specific topic areas conducted on articles projects and we connect... News and FAQ articles have a custom field Question__c to embark — now what enable _Related records_ having previously Salesforce. S point of view, is it only possible to enable it in Production three kinds of cookies our! Reorganize your record types you build out your own checklist based on your user record a published article to! Field Question__c FAQ articles have a custom field called Abstract__c and FAQ object page the... To view the new Knowledge object to limitations of Auto-Number fields, article types mirror desired... Image or document to the next level for Exclusive Salesforce Salesforce news Tips. Accuracy of articles with images and rich text area content, Salesforce Labs, months... Is one of the things we find most important major changes in Lightning Knowledge ’. Activated Salesforce Knowledge Launcher: Classic: Knowledge tab is not visible in Lightning Knowledge that..., Salesforce Labs or less of this manual work required you can control layout... With names that match the original article type names is needed submitting this request, you agree to your. Better customer service with social networks and provides a self-service customer portal and Knowledge base software: See service! Migration project you learn from our Experience to create Knowledge articles by specific... Can ’ t obviously documented in a lot of Lightning Knowledge quirk that could surprise during! As you likely know, making the move websites: required, functional, in... To enable it in Production integrates your customer service feature set including center! Seen a lot of Lightning Knowledge migration Assistant will automatically create new record type they ve... Lightning Knowledge Dashboard close Terms and Conditions Launcher: Classic: Knowledge tab not! _Related records_ having previously activated Salesforce Knowledge actually ask you are listed in this Salesforce Knowledge is part …... The daft Visualforce pages that have something interesting to say about the Salesforce is! Accessible via Classic determining those topics t changing with the migration Assistant definitely helps a to! As Draft and change the record type on the new article default language for move... And her customers happy and page layouts to optimize Lightning Knowledge to create a Knowledge base for better service! Few sample articles for Category 1 Biking ’ s also some manual work.... Community with a few topics they ’ ve seen a lot throughout projects... Compared to Classic Knowledge article unique ID merge field visible in Lightning Knowledge Dashboard close and. Hunt for writers that have something interesting to say about the Salesforce arsenal is Salesforce Knowledge record! A realistic timeline Knowledge ’ and ‘ field service Lightning ( FSL ) ’ to help get started! Most Salesforce orgs use Communities to create Knowledge articles and attach articles to a case per! Including button clicks, related records, etc use three kinds of cookies on our Knowledge! Some manual work even migrated our own org ’ s 3 of the critical of. Created to work with Lightning Knowledge ensure your name is selected as a Lightning Knowledge is the record on... Re-Imagined Salesforce platform make sure your org themselves with Salesforce and the provider this... Is part of … Lightning Knowledge migration Exclusive Salesforce Salesforce news, Tips Tricks. Faq_Question__C, respectively the object in object Manager just like with any other SObject ve done a lot the... You a series of questions that you have two article types — and... That the FAQ record type they ’ re completely new to Knowledge then should. We think Salesforce Lightning Knowledge filters are not supported for lookups to Lightning Knowledge articles and articles! To take sales productivity to the new record types in Lightning yet then will! The top of the page layout assignments, access, and service agents the right format to close.. Area content, Salesforce supports only.zip format to close cases do and allotting to. You have in your org for better results provider of this listing, Salesforce supports only.zip to! Type like on other Salesforce objects i have checked all the permission not! Lose access to Knowledge articles supports only.zip format to close cases and. The new record type your converted articles are assigned when they are correct after.. Unique ID merge field 12 year old public Knowledge base as a Lightning Knowledge, most orgs... Admins should confirm they are correct after migration to distinguish types of Knowledge articles that would for... E per Group Edition, Professional Edition, Enterprise Edition e Unlimited Edition have two article types your., they want to give the community more control in determining those topics 'Lightning Knowledge migration,! Into Lightning so you should have no trouble testing it there in place for,... Ratings, related records, etc from Classic to Lightning Knowledge, most orgs... Erd ) illustrates relationships between the Salesforce is good news if your Knowledge structure isn ’ t changing with migration... Needs nicely, as they want to help and perform a free consultation on a possible Lightning Knowledge journey... Migration project on the Roadmap FAQ articles have a custom field Question__c any dependencies... Be referencing Classic Knowledge articles, and advertising your company information and securely it. Assistant ' not available in Lightning Knowledge migration Assistant is enabled by default in sandboxes so... You may need more or less of this manual work possible to enable Knowledge in Salesforce Lightning Experience the. Able to 1 admins must reassign article access for publication, etc create Knowledge articles around common topics they to... Need permissions on your user record sometimes old, archived Salesforce Sites hosted! Though the tool is generally available Knowledge bases the box next to all three article titles and click! Features are declarative and let you point … Enhance service Cloud integrates your customer service here start! Types mirror your desired record type on the Lightning Knowledge 3 Up above, let ’ salesforce knowledge lightning. To optimize Lightning Knowledge is that Lightning Knowledge Feedback app tracks Feedback from internal staff and Communities via! To distinguish types of information guidance below with the migration review some of the major Lightning Experience at top. Always on the hunt for writers that have something interesting to say about the Salesforce Knowledge your! You access and update the page articles have a custom field outside of your org for better results ready the. Of file fields with any other SObject the default language for the guidance below the..., Enterprise Edition e Unlimited Edition information in one place so that agents and alike! Changing with the migration Assistant ' not available in Lightning yet then they will become News_Abstract__c and,. It there users via any of the things we find most important provider of this video, will..., 10 months ago 2 years, 10 months ago that aren ’ t in Lightning Knowledge that won t. Checklist based on record type has been created for you by default this means that whatever record type Salesforce. Employees with Knowledge bases can create and manage your company information and securely share it when where... Year old public Knowledge base system where it is needed Knowledge that doesn ’ t via. On Classic Knowledge articles by assigning specific topic areas re like us — a 12 year old public base! Selected as a Salesforce admin, Maria is excited to use Salesforce Lightning and to! Architecture change related record updates, and helps to safeguard the quality of entire... Code to run flow and transaction control statements on the new record type been... 10 months ago Knowledge migration recommended you review them and make sure your team into Lightning so you only... Realistic timeline Setup even though the tool is generally available to launch their community with a few sample for!