Salesforce YouTube videos Lightning Knowledge Migration Tool . This means you can control page layout assignments, access, and picklist options all based on record type like on other Salesforce objects. We are always on the hunt for writers that have something interesting to say about the Salesforce platform and ecosystem. Enhance Service Cloud with Lightning Knowledge. tags ~1 hr 10 mins. I was wondering, is it only possible to enable _Related records_ having previously activated Salesforce Knowledge? Utilize our customer service feature set including call center management, live chat software, and workflow approval. As you likely know, making the move from Classic to Lightning can be a major undertaking. Back in the Classic Knowledge, this was a 5-point scale rating. To access Knowledge, you need permissions on your user record. For example: You have two article types — News and FAQ. Join our group of 120+ trusted guest posters – Click here to start the conversation. Self-Service Customer Support: Take the pressure off your support team and help customers help themselves with Salesforce Community Cloud. Follow the same steps to publish two additional knowledge articles. But this is a major “gotcha!” if you’re planning to reorganize your record types in Lightning Knowledge. The migration assistant moves and consolidates related records, such as links to cases, data categories, votes, views, and Article Feed. 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. We think Salesforce Lightning is the future of … Add to Favorites. 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)? There’s a restriction on Salesforce Lightning Knowledge articles that prevents you from updating the Record Type from a published article. Set Up a Simple Knowledge Base This entity relationship diagram (ERD) illustrates relationships between the Salesforce Knowledge objects in Lightning Knowledge. To view the new record type: Now make the custom field. Search in Salesforce Knowledge 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. Service Cloud integrates your customer service with social networks and provides a self-service customer portal and knowledge base system. However, you have to ask Salesforce to enable it in Production. If your users are using Salesforce Knowledge then that’s just one more thing to tackle during your larger move to the Lightning Experience. Build a Community with Knowledge and Chat. Set Up a New Kind of Article ~25 mins. Creating a public knowledge base for Salesforce Knowledge in Salesforce Classic requires Sites and Visualforce. Learn about Salesforce Apex, the strongly typed, object-oriented, multitenant-aware programming language. Give agents the right information, at the right time, and in the right format to close cases. Leave Add Field selected for the Knowledge Layout and all other default selections as is. Lightning Knowledge Author. Waiting too long to ask Salesforce to enable the tool can cause project timeline issues, so it’s best to prepare in advance! Understand what is knowledge base.2. KCS ensures accuracy of articles, and helps to safeguard the quality of your entire knowledge base. 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. The Migration Assistant can’t help with these old Salesforce Sites, and sometimes Salesforce Support has to get involved to help. If you need help getting your team into Lightning so you can use Lightning Knowledge, Internet Creations can help you get started. Ricevi i prezzi di Salesforce per Contact Manager e per Group Edition, Professional Edition, Enterprise Edition e Unlimited Edition. CONTACT SUPPORT. Custom fields are automatically created on the new Knowledge object based on your previous article fields. To elaborate a little on #3 up above, let’s review some of the items that won’t migrate automatically. Close. This may seem simple, but Salesforce will actually ask you a series of questions that you need to be prepared to answer. 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. Having a quality supply of knowledge articles on your self-serve community can do wonders for case deflection, customer satisfaction, and agent productivity. Feeling a little overwhelmed? Incomplete. As more and more companies are looking for ways to streamline and provide exceptional service to website visitors, clients, partners, service agents, and other internal users, Salesforce Knowledge can be a great tool to help them accomplish this. Login to your Salesforce Customer Account. Salesforce Knowledge is available as a feature license add-on to most editions, it is however included in Performance, Developer & Unlimited editions. Add to Trailmix. Salesforce Ben If you’re completely new to knowledge then you should read over my overview to Lightning Knowledge first to understand the functionality. We’ve seen a lot throughout these projects and we want to help you learn from our experience! Lightning Knowledge is simply Salesforce Knowledge in the Salesforce Lightning Experience. Lightning is a completely re-imagined Salesforce platform designed to take sales productivity to the next level. These don’t exist in Lightning Knowledge, and the files uploaded to these fields are moved to normal Salesforce Files by the Migration Assistant. One feature of Classic Knowledge that doesn’t exist in Lightning Knowledge is the concept of file fields. Incomplete. You can create record types to distinguish types of Knowledge articles and custom fields to store different types of information. This is good news if your Knowledge structure isn’t changing with the migration. Ask Question Asked 2 years, 10 months ago. You can only import articles with plain text fields by using data loader or workbench tools. Now that you have your basic setup in place for knowledge, create a few sample articles for Category 1 Biking. Lightning Knowledge Setup and Customization. Why is that such a big deal? Click View All and then search for and select Knowledge Setup. Depending on the customization you have in your org, you may need more or less of this manual work. By end of this video, we will be able to 1. Ensure that the FAQ record type has been created. 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. We use three kinds of cookies on our websites: required, functional, and advertising. Version history doesn’t move over to Lightning Knowledge, so be sure to back it up if you need it for retention policies. 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. Sure, it stores information in one place so that agents and customers alike can access it (depending on permissions). From Service Setup, click the Home tab. Add to Favorites. Knowledge Base Software: See how Service Cloud can help you deliver information to customers, partners & employees with knowledge bases. In the meantime, return to Lightning Experience by clicking Switch to Lightning Experience at the top of the page. If your users are using Salesforce Knowledge then that’s just one more thing to tackle during your larger move to the Lightning Experience. Lightning Knowledge is one of the major Lightning Experience changes that actually results in a data architecture change. Apex syntax looks like Java and acts like database stored procedures. As a Salesforce admin, Maria is excited to use Salesforce Lightning Knowledge. 2. Use Apex code to run flow and transaction control statements on the Salesforce platform. 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. 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. This means that whatever record type your converted articles are assigned when they are migrated is the record type they’re stuck with! Utilize Salesforce Knowledge in Lightning In my opinion, an underutilized tool in the Salesforce arsenal is Salesforce Knowledge. Superb guide! Internet Creations can help you with your Lightning Knowledge migration journey. Currently the hard-working support agents at Category 1 Biking rely on FAQs taped to office walls and cash registers. after migration. When these migrate, they will become News_Abstract__c and FAQ_Question__c, respectively. Not only is this tedious, but ratings, related records, etc. There’s not really a great workaround for this and is just something to keep in mind if you ever have a requirement to filter lookups to Knowledge articles. Most features are declarative and let you point … Lightning knowledge is a different concept compared to other objects in the salesforce. 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. London This is something to be prepared for, especially if you have multiple different file fields for different attachments or are using the file fields in custom code. Active 2 years, 9 months ago. Knowledge Basics for Lightning Experience. But wait – there’s more! General Information. You’ll start that in the next step. Salesforce Terms and Conditions. Since you used the Knowledge Setup guide, the FAQ record type has been created for you by default. Add to Trailmix. Click Next, Next, then Finish. Developers can add business logic to most system events, including button clicks, related record updates, and Visualforce pages. Check the box next to all three article titles and then click. Due to limitations of Auto-Number fields, Article numbers will reset/change during migration. Most Wanted Salesforce Features – What’s Coming up on the Roadmap? It’s recommended you review them and make sure your team is aligned on the answers in advance! Laying out the major items you’ll have to do and allotting times to them will help you determine a realistic timeline. The Article Quality Index app, for Salesforce Knowledge customers, helps track the results of quality audits conducted on articles. With Lightning Knowledge, most Salesforce orgs use Communities to create a knowledge base. Create record types and page layouts to optimize Lightning Knowledge for your business. Configure Lightning Knowledge See the Requirements to Enable Lightning Knowledge Migration … However, there’s also some manual work required. But if you’re like us — a 12 year old public knowledge base — then heads up! You can now write Apex Triggers on the Knowledge Object! You can’t even Edit as Draft and change the record type on the daft. 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! There’s a lot to think about when prepping for a Lightning Knowledge migration. Salesforce offers 2 powerful tools ‘Knowledge’ and ‘Field Service Lightning (FSL)’ to help organizations empower their field personnel. Internet Creations has a highly skilled team of certified consultants, developers, and architects who live and breathe Salesforce. To access Knowledge, you need permissions on your user record. At Internet Creations we’ve done a lot of Lightning Knowledge migration projects, both big and small! Click Start. It can make her agents more productive and her customers happy. Knowledge changes in the Lightning Experience. Salesforce Developer Network: Salesforce1 Developer Resources. 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. tags ~30 mins. 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. These fields could be used for things like article thumbnails, etc. Here’s 3 of the things we find most important. File is a field type option on Classic Knowledge articles that would allow for the uploading of an image or document to the article. News articles have a custom field called Abstract__c and FAQ articles have a custom field Question__c. We’ve even migrated our own knowledge base, which was over 12 years old, to Lightning Knowledge. 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! Prepare the Knowledge Base for Success ~10 mins. Lightning Knowledge Search and Replace allows knowledge base publishers or admins to quickly perform dynamic string substitutions on both draft and published article text field values and also update the visible by (customer, partner, public) fields. 1. Read over their content to prepare even more. You can create and manage your company information and securely share it when and where it is needed. When you migrate knowledge articles, the Migration Assistant will automatically create new Record Types with names that match the original Article Type names. Ratings. This has to be done in Salesforce Classic. Configure Page … This list can help you build out your own checklist based on our own org’s configuration. If you still have users that aren’t in Lightning yet then they will lose access to Knowledge articles. Lightning Knowledge isn’t just your average knowledge base. Another migration gotcha surrounds the API names for custom migrated fields. Time to upload those FAQs to a community! Formula fields do not migrate cleanly and need to be audited and corrected after migration. Again, you should still be on the Knowledge object page. Need help? First, you have to enable topics for the Knowledge Object. Add to Trailmix. 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. Remember, you need to have selected English as the default language for the knowledge base in order to pass this step. Edward, thank you for the guidance below with the knowledge article unique ID merge field. The questions Salesforce will ask you are listed in this Salesforce knowledge article. But to start, they want to launch their community with a few topics they’ve decided are important. 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. Click in the URL Name field to generate the URL Name from the title. 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. Resolution Why is the 'Lightning Knowledge Migration Assistant' not available in Lightning setup even though the tool is generally available? Admins must reassign article access for publication, etc. Sometimes old, archived Salesforce Sites that hosted knowledge in the past can still be referencing Classic Knowledge API on the backend. The Lightning Knowledge Feedback app tracks feedback from internal staff and Communities users via any of the following methods: 1. By submitting this request, you agree to share your information with Salesforce and the provider of this listing, Salesforce Labs. Salesforce Customer Secure Login Page. This video explains about how to enable Knowledge in Salesforce Lightning and how to create Knowledge articles and attach articles to a case. 199 Bishopsgate Save time by starting your support request online and we'll connect you with an expert. Category 1 Biking is starting with a simple FAQ record type. won’t move over to the new article. Features of Lightning Knowledge. The only way to change them would be to clone it as an entirely new article, change the record type, and then publish fresh. One prominent feature of Salesforce Knowledge is that it can let the users rate the content in it. Add to Favorites. Have something to share? Contact us today! With topics, you can classify and search Knowledge articles by assigning specific topic areas. Ensure your name is selected as a Lightning Knowledge Author. Overheard From 36 Virtual Salesforce User Groups, Secrets to Developer Success - Interview with a Salesforce Technical Architect at Google, Salesforce Spring ‘21 Release Date + Preview Information, 10 Things We Learnt from Analyzing 1 Billion Salesforce Metadata Items, 30 Salesforce Developer Interview Questions & Answers, 8 Common Project Risks - and How to Minimize Them [Infographic], Secure Development in the Salesforce Ecosystem – Key Findings, Secrets to Developer Success – Interview with a Salesforce Technical Architect at Google. Programming language the custom field called Abstract__c and FAQ should read over my overview to Lightning Knowledge your... 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