Admins may use Salesforce Knowledge to create useful articles that will serve as help references for their end-customers. To use this feature, you must have the proper licenses and you should enable its use within your org.
The Articles and Article Management tab is your gateway to creating, organizing, editing, deleting, and publishing help articles for your users. This is a vital part of Salesforce Knowledge.
But you might notice that the Articles and Article Management tabs do not show up in your platform, even if you’ve purchased the license and enabled the feature in your org. You probably haven’t configured it yet. Here’s how to troubleshoot this problem.
Permissions Required
Know that Salesforce requires two important permissions before you can configure the Article Management tab. The first one is the Profile Permission called Manage Salesforce Knowledge, and the second one is the User Record Permission termed as Knowledge User.
Article Management Tab Configuration Process
Configuring Salesforce Knowledge requires activation of the Manage Salesforce Knowledge and Knowledge User permissions. Ideally, you should have the Enhanced Profile User Interface page enabled before you can configure the two needed permissions. This is done by doing the following:
- Go to Setup.
- Locate the Quick Find Box and enter User Interface.
- Select User Interface.
- Choose the option Enable Enhanced Profile User Interface.
- Hit Save.
After that, follow these steps for configuring the Manage Salesforce Knowledge permission:
- Go to Setup.
- Click on Manage Users.
- Select Profiles.
- Click on the desired profile, then choose App Permissions.
- Select Manage Salesforce Knowledge found on the Knowledge Management section.
However, if you’re unable to set the Enable Enhanced Profile User Interface yet, you may still configure user permissions following this set of procedures:
- Go to Setup.
- Click on Manage Users, then select Profiles.
- Locate the Administrative Permissions section by scrolling down the available options.
- Choose Manage Salesforce Knowledge.
Next, enable your agents’ Knowledge User permissions by doing the following:
- Locate the Quick Find box under Setup.
- Enter Users, then click on the Users option that appears.
- Click New to create a new user, or click on a user name and choose Edit.
- Fill in all the required fields when creating a new user first.
- Tick the Knowledge User checkbox, then hit Save.
Lastly, make sure that the Tabs can be viewed by your users. To do this:
- Type Profiles in the Quick Find Box.
- Select Profiles.
- Choose a user profile and hit Edit.
- Set the desired tab’s visibility to Default On.
- Save your choices.
In a nutshell, you can configure the Articles and Article Management tab through enabling two important user permissions. You must also ensure that Tabs are visible to your agent users. By following the simple steps above, you can start creating helpful texts that your end-customers will greatly benefit from.