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- Answer all the questions above.
- Sketch out how you want the knowledge articles to appear.
- Decide on how many public knowledge bases there will be.
- Decide on the fields and create the Article Types
- Test what it will look like in ALL channels - see this example - the field named Rich Text Area is not a good look.
- Create your Public Knowledge Base - see Public Knowledge for Mobile, Web and Facebook
- Enable Chatter on Articles (for internal use https://success.salesforce.com/answers?id=90630000000h0GpAAI)
Fields
Add a field to any Article Type that has a Public Knowledge Base. This gives the authors a quick link to the article in the public knowledge base.
IF( AND(ISPICKVAL(PublishStatus,"Published"), IsVisibleInPkb=true,IsMasterLanguage=true), Hyperlink("http://yourapp.force.com/yoursite/articles/en_US/Knowledge/" + UrlName + "/","Public Knowledge Link", "_blank"),"")
Features
Visibility
I think Visibility is both the most powerful and most confusing feature of Knowledge and Data Categories. Whether a person can see a particular field on a particular knowledge article depends on the settings in one or ALL of the following.
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