Questions tagged [knowledge]

Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need

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17 views

not able to do indexing of salesforce Knowledge via third party integration---“Coveo For Salesforce”

not able to do indexing of salesforce Knowledge via third party integration---"Coveo For Salesforce" after migration of Knowledge articles From Classic to Lightning. Here in attached screenshot the ...
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13 views

Knowledge Custom Report type multiple results of same search term?

I have a Knowledge Searching custom report type to see what search terms users are searching. However, I am confused because I am getting multiple rows for the same search term. This is making it a ...
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30 views

Where does like & dislikes stores when we give knowledge article feedback

When we open any knowledge article in community then at the bottom we have an option like Was this article helpful? So when we click on like or dislike then on which object that count stores. I want ...
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30 views

Need to get Knowledge Record Type (How To, FAQ, etc.) using REST API?

Here's what I did so far. I got the access token in Postman using the Connected App. I then send a request to /services/data/v47.0/support/knowledgeArticles Here I could only find groupLabels and ...
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33 views

Is there a way to perform an action based on attaching a knowledge article to case in Lightning?

We are migrating to LEX and moving from solution to articles (rather reluctantly). in our current solution we customised the solution object to add case type, subtype and status fields. When an agent ...
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22 views

Where does the question & answers stored when, we use 'Ask a Question' in community

As I am using 'Customer Service' community template & where I want this community to be accessed publicly. Also I want to post the question using 'Ask A Question' publicly. But when I use this ...
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19 views

Article with this topic not displaying

I have article with topic in community page, While searching article it's displaying article and related topic also, But in topic detail page related article are not displaying.
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24 views

Scratch org with Knowledge and External objects

I'm having issues creating a Scratch Org with both Knowledge and External Objects enabled. It looks like Knowledge can only work in Enterprise edition scratch orgs while External Objects/Data sources ...
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12 views

Show knowledge article body to unauthenticated users

I have set up a salesforce community (using customer service theme) in which there are several knowledge articles published. But the problem is only article summary, title and URL are visible to ...
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12 views

Not able to view articles in community

I have a partner community and I have done below steps as per this video- https://www.youtube.com/watch?v=oKRFsKQCp8c&t=88s 1.Enabled Knowledge 2.Created FAQ record type for knowledge Created ...
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30 views

Lightning Knowledge Migration - No primary custom field found

I am trying to get my lightning Articles migrated from classic to lighting. Now I am trying to use the Lightning Knowledge Migration assistant to migrate the articles. I received the below error. ...
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51 views

Knowledge Articles in English are not visible in the community for the users with other languages

We have the community with Customer Service template setup and we use Salesforce Knowledge base. Topics are set up in the Content Management - Topic Management and Articles are assigned in Article ...
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21 views

No Access to Knowledge Article Detail Tab as System Administrator Profile Sandbox

No Access to Knowledge Article Detail Tab as System Administrator Profile Sandbox I Have gone through everything I can think of to give access. Profile access Permission Set Access OWD Knowledge ...
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15 views

Salesforce Lightning Knowledge Component (Standard) Not Refreshed From Custom Component

In Lightning Record Page - We have used Standard Lightning Knowledge Component. When CSP Edit/Save (OOB) Data in Salesforce Standard Details View, Salesforce Standard Lightning Knowledge Component ...
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18 views

design breaking while rendering as PDF in VF page

I am having a design issue when I try to download/view a ID card kind of template as a PDF. I have a template of an ID card as knowledge article and a View/download button near that. so the ID card is ...
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10 views

Unable to republish archived articles in lightning knowledge

I have created knowledge record in lightning and it is archived. I am unable to re publish archived article again. Getting error like 'Some of your articles were not published. 1 article was not ready ...
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21 views

Approve or Reject your Approval Process Using Chatter in lightning knowledge

I have approval process on knowledge. When draft knowledge is created record is submitted for approval. How to approve or Reject knowledge record Using Chatter in lightning knowledge.
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16 views

Create Tasks for User on publishing new version of Knowledge Article

Is there any possibility to create Tasks for group of Users(for example all internal ones) when new version of specific Knowledge Article is published? Currently I have one solution -> Schedule Job ...
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1answer
39 views

How to map case and category while import articles in lightning knowledge using article import

In classic there are multiple article types. I have taken backup and need to import them again to lightning knowledge using article import tool. I am able to import articles using csv file and ...
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22 views

Lightning knowledge advance search behavior

How advance search behaves. Because when I set filters and click apply it will not show any knowledge articles in the surface. We have to type some string in search bar and click enter then only it ...
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1answer
36 views

Sort by option is disabled in standard knowledge component

I have added standard knowledge component to Case record page and when I click on Sort by button all options looks disabled. I am unable to sort knowledge articles by relevance and others.
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37 views

Deployment issue with knowledge page layout required fields

I have custom field on Knowledge object. And made that custom field as required on Knowledge page layout. When I deploy using ant from one sand box to another that custom field is not effected(means ...
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31 views

How to show community articles to users based on custom field in user object?

I have few articles in my salesforce community.There are four standard visibility settings in knowledge object for articles:- Visible in Internal app. Visible to Customer. Visible to Partner. ...
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16 views

Its possible to replicate 'Create Draft FormOnline Knowledge Article Version' action proccess with Apex?

When Im on the record detail page of Knowledge (aka Knowledge__kav) there is button on top of the page named like 'Modify as Draft'. If i go on the object details from the object manager in the ...
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7 views

How to share a draft knowledge article with Standard User for approval?

I have a user with salesforce license and Standard User profile. I have set Knowledge User. I have provided the user with Modify All access on knowledge. I have created a data category and included ...
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8 views

How to limit Articles List results by category group

I have many Articles. They all belong two one of two Category Groups, which we will call Old and New. I can retrieve a paginated list of public knowledge articles like /services/data/v44.0/support/...
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35 views

Mass update on the recordType of articles in lightning?

I need to change the record type of almost 700 articles in lightnning. I am trying this approach to change the articles to Draft: //STEP 1: draft the articles List<knowledge__kav> arts = [...
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22 views

How to get the RecordTypeId of the parent of Knowledge__kav ViewStat?

I have migrated from Classic Knowledge to Lightning Knowledge and now I need to get the viewstat from this newly created Knowledge__kav object. Since, we cannot use the ArticleName__ViewStat for this ...
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40 views

SOQL Knowledge Articles by Topic

I have found from the docs here that you can enable Topics to classify and search articles by assigning topics. Is it possible to utilize topics in SOQL? I'd like to do a query like this: SELECT ...
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12 views

How to allow agents to write a knowledge article without using the master language?

I had a requirement to set up the multilingual knowledge base with English, German and Italian. After complete this i got a question in order to know if the agents can write an article only in German ...
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22 views

How to display knowledge Articles for community users using lightning component?

I am trying to display knowledge articles on lightning component. When I use same query in developer console its working fine. I have given Knowledge Article object permission to community users, but ...
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14 views

Redirect customer to external knowledge from email

I have setup external knowledge for community customers. If a support rep sends a knowledge article link to the customer by email. Ex. https://companyname.my.salesforce.com/articles/Knowledge/...
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210 views

Suggested Article is not showing in my cases

I have dropped the knowledge search in my cases page through Lighting App builder but in my suggested article section. Articles are not showing can you please suggest some solution for showing the ...
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15 views

3rd party searching the knowledge base and presenting articles

Is it possible for an integrated 3rd party, to search the knowledge base, direct to relevant articles and present them? What are the options (pros & cons) and which one is the most recommended? ...
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12 views

Need to update a custom field for published knowledge article

Is their any way to update the published knowledge article without creating draft articles. We have a custom field (Date custom field) that needs to be updated (mass update) with the publication ...
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1answer
212 views

When Lightning Knowledge is enabled, you can’t add an article type

I am trying to package the Einstein Bot where FAQ__kav is referenced by apex classes. When I try to install the package to other org, it says that there are problems that prevent this package from ...
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12 views

Can 'Detach from case' link in case feed hidden?

I want to hide 'Detach from case' from case feed. Since this a standard layout I couldn't hide it using code. Is there a profile permission to hide it?
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88 views

Data Category Mapping not working properly for knowledge articles

In my org, the 'knowledge sidebar' section which is visible on opening a Case record should ideally show all the suggested articles based on Data Category mapping. I have a Data Category Group named '...
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22 views

What API limits are imposed on Knowledge Base REST API?

I would like to know what limitations are there on the Knowledge Base REST API? Would this use the same API limits imposed in a Salesforce org? or does it also use the Site.com limits (number of page ...
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30 views

Show Knowledge Article for the specific profile

I need help for the Knowledge Article Visibility. I have 1 Knowledge licence and I want to categorized those Article base on the User Profiles, I am using "Default Data Category Visibility" setting ...
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1answer
74 views

How to query Knowledge Articles unauthenticated using the Knowledge API

According to Salesforce documentation using the Knowledge API we can "allow both authorized and guest users to retrieve the user’s visible data categories and their associated articles.", however I've ...
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41 views

SOQL Knowledge Articles

When I do the soql query: SELECT Id, ArticleMasterLanguage, Language, Summary, Title, UrlName, ValidationStatus FROM KnowledgeArticleVersion I get these results: But when I use this query in ...
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25 views

How to delete an attachment stored in a file field in a Knowledge article?

I have inserted the attachments in the file Field of knowledge Articles through apex.Is there any way to delete those attachments stored in the file Field.I have to delete the attachments in the bulk.
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1answer
95 views

What are the differences between Knowledge Article Types and Knowledge object Record Types?

I am learning about knowledge articles and came across this two. In Setup->Quick Find, I can create a new article type, let say FAQ in Knowledge Article Types. However, if I go to Setup->Object ...
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33 views

Custom knowledge base: Need your views

I am working on creating custom knowledge base for one of my client. They don't want to use "Knowledge User License". I can see if we don't give "Knowledge User License" along with "Manage Article" ...
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1answer
49 views

PublishingService.publishArticle Invalid Id

Trying to publish a Knowledge Article created during a flow. So I created an @InvocableMethod to do it for me: @InvocableMethod public static void publishKnowledgeArticles(List<String> ...
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62 views

Create Knowledge Article in Flow

We're creating a Flow to allow certain users to create a Knowledge Article, based on the current record and a bunch of other related records. I can collect all the data I need to create the Knowledge ...
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25 views

Override create article / knowledge button on knowledge tab in classic

The actual challenge for me is: Pre-populate 'Article Content' field (Rich text) on load while we create knowledge from the knowledge tab. What I've tried so far : URL Hack but i did not get this ...
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20 views

Knowledge article detail page not showing up for community user

I have two customer portal users who belong to the different accounts. One of them is able to view knowledge article standard detail page while the other isn't. They have the same profile, same ...
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14 views

Knowledge Article Embed Google Calendar Turns into Empty Div

Is there a common practice for embedding google calendar in Knowledge Article? I tried embedding the following: <div style="width: 100%"><iframe width="100%" height="600" src="https://maps....