Scribd
Upload
14 views

Salesforce Knowledge Key Terminology

The document defines key terminology related to articles and knowledge management in Salesforce: Archived articles have been published but later removed from public view, although article managers can still access them. Articles capture information to include in a knowledge base. Article managers are users who can create, edit, publish, archive, and delete articles. All articles are assigned an article type which determines fields, appearance and user access. Article type layouts and templates organize fields and sections and control how articles appear to users.

Uploaded by

Saurabh Singh
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
14 views

Salesforce Knowledge Key Terminology

The document defines key terminology related to articles and knowledge management in Salesforce: Archived articles have been published but later removed from public view, although article managers can still access them. Articles capture information to include in a knowledge base. Article managers are users who can create, edit, publish, archive, and delete articles. All articles are assigned an article type which determines fields, appearance and user access. Article type layouts and templates organize fields and sections and control how articles appear to users.

Uploaded by

Saurabh Singh
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 1

Salesforce Knowledge key Terminology-

Archived Article
Archived articles were published but later removed from public visibility. Article managers can view
and manage archived articles on the Article Management tab by clicking the Articles tab in the View
area and choosing Archived Articles. Archived articles are not visible in the Articles tab (in any
channel) or the public knowledge base. Articles can be archived manually or automatically via an
expiration date.
Article
Articles capture information about your company's products and services that you want to make
available in your knowledge base.
Article Manager
Salesforce uses the term article manager to represent a specific type of user. Article managers can
access the Article Management tab to create, edit, assign, publish, archive, and delete articles. Article
managers are sometimes referred to as knowledge managers. Article managers require the “Manage
Articles” user permission. The Article Management tab is not visible to users without “Manage
Articles.”
Article Type
All articles in Salesforce Knowledge are assigned to an article type. An article's type determines the
type of content it contains, its appearance, and which users can access it. For example, a simple FAQ
article type might have two custom fields, Question and Answer, where article managers enter data
when creating or updating FAQ articles. A more complex article type may require dozens of fields
organized into several sections. Using layouts and templates, administrators can structure the article
type in the most effective way for its particular content. User access to article types is controlled by
permissions. For each article type, an administrator can grant “Create,” “Read,” “Edit,” or “Delete”
permissions to users. For example, the article manager might want to allow internal users to read,
create, and edit FAQ article types, but let partner users only read FAQs.
Article-Type Layout
An article-type layout enables administrators to create sections that organize the fields on an article, as
well as choose which fields users can view and edit. One layout is available per article type.
Administrators modify the layout from the article-type detail page.
Article-Type Template
An article-type template specifies how the sections in the article-type layout are rendered. An article
type can have a different template for each of its four channels. For example, if the Customer Portal
channel on the FAQ article-type is assigned to the Tab template, the sections in the FAQ's layout
appear as tabs when customers view an FAQ article. For the Table of Contents template, the sections
defined in the layout appear on a single page (with hyperlinks) when the article is viewed. Salesforce
provides two standard article-type templates, Tab and Table of Contents. Custom templates can be
created with Visualforce.

You might also like