This is based on Knowledge, not Lightning Knowledge which is quite different. |
Knowledge editors need to have an additional Feature Licence to create articles. (Apparently $600/user/year).
See Salesforce Help here https://help.salesforce.com/HTViewHelpDoc?id=knowledge_implementation_tips.htm&language=en_US
Setting up Knowledge is almost a case of knowing exactly how Knowledge will be used BEFORE setting it up.
By Default, Article Types DON'T have a field for the actual content of your Knowledge article - they only have a Summary field. Add a Rich Text field to store the contents of your knowledge article. |
Using your Knowledge base from Salesforce1? DO NOT use Rich Text Areas UNLESS your articles will be under 1000 characters in length. |
The Implementation Guide has more details https://ap1.salesforce.com/help/pdfs/en/salesforce_knowledge_implementation_guide.pdf
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"),"")
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.
I can guarantee you that setting up knowledge for the first time you are going to have Visibility issues. Here's some things to try:
See Rich Text and HTML Editors
It is annoying and slow to create content in the SF RTE, so it may be easier to create the content in Word and paste it in. Unfortunately Word does not handle Bullets well, so you will have to re-format the bullets once you paste it in. Alternatively you could use your favourite HTML editor but note that pastes the format EXACTLY with all the styles set in-line, so editing the content in the RTE after that may be a real issue. If you will ALWAYS create the content in the same app, then do so, but I would caution you to really keep the content simple. If you have a HTML editor that produces very clean HTML with no styling then that is probably the best to use. The following are NOT the best because they paste the styling in:
These ones are OK as they produce clean HTML
Wherever you create the content, apart from autosaving as you go, don't save the content anywhere else as a backup, because then you need to maintain two versions of the content. |
Solutions are the older way to do FAQs. Use Knowledge Now.