Your entire organization relies on Salesforce Knowledge to help create useful content for your end-clients. Here, you can create value-laden articles that will give your clients a boost in the self-service learning department.
But articles created under Salesforce Knowledge need to be managed properly before they go live in your company website. Article Manager services are actually available for you to use; but you have to make sure that the Articles and Article Management tabs appear in your platform. And you need to have Article Managers in your team as well.
What Is the Articles and Article Management Tab?
These two tabs contain essential tools that let you perform various tasks. These include (but are not limited to) the following:
- Creating an article
- Managing articles before publication
- Filtering and sorting articles by data categories
- Searching within the Knowledge platform
In later editions of Salesforce Knowledge, the Articles tab was replaced and is now known as the Knowledge tab.
Configuring the Two Tabs
You need to have a profile permission called “Manage Salesforce Knowledge”, and here’s how to activate it:
- Go to Setup > Manage Users > Profiles.
- Click on the selected user profile.
- If “Enable Enhanced Profile User Interface” is activated, click on App Permissions, then choose Manage Salesforce Knowledge from the Knowledge Management Section.
- If “Enable Enhanced Profile User Interface” isn’t activated, go to the Administrative Permissions Section, then hit Manage Salesforce Knowledge.
After that, you must also ensure that your users have the “Knowledge User” User Record Permission enabled. Also ensure that the tabs are visible by setting their visibility to “Default On” in the User Profiles settings.
Assigning an Articles Manager
The vast number of your org members have varying levels of know-how about your company’s products and services. Not all of them are entitled to create articles that will be used to create your company knowledge base. Hence, articles created must be managed by either one or a group of org members that can be called an Articles Manager.
You can designate and manage your Articles Manager by issuing a set of user permissions for the people you’ve chosen. This is apart from the default user permissions granted to all Knowledge users.
These are examples of user permission sets you can give for certain article management tasks:
- “Read” and “Create” for each article type – used for creating articles from standard editor, from simple editor, and from Answers.
- “Read”, “Create”, and “Edit” – used when the Articles Management tab is utilized for creation, edition, and deletion of articles.
- “Publish article action” (which is set through the Article Actions Setup Page) – for publishing articles.
To set specific users as Article Managers, follow these steps:
- Determine the tasks your Article Managers will perform. These may include (but aren’t limited to) creating, editing, publishing, archiving, translating, and deleting tasks.
- Create a public group including the person/s you want to identify as Article Managers.
- Assign the appropriate user permissions to the group members.
Your group members should be able to perform their tasks now as Article Managers.
Summing It Up
Managing articles in Knowledge requires you to ensure that the Articles/Knowledge and Articles Management tab is properly set up and is visible. Also, assigning specific people to become Article Managers is easy if you know the right user permissions to give them.