I'd love to meet up!
2 Antworten
i’m planning to be there! Let’s start a thread in the group so folks can drop their dates and maybe set a meetup spot.
Gruppe
Salesforce Knowledge User Group
I'm looking at improving suggested article results for our knowledgebase (knowledge automatically suggesting relevant content based on details in the case).
On suggested articles users can give it a thumbs up (relevant to the case) or thumbs down (dislike/not relevant).
I need to know if clicking these impacts future suggested article results on similar cases.
For example
- A Case suggsets an article that is 4th down on the results page.
- Overtime users continue to give it a thumbs up.
Will this action move the suggested liked article up the results page?
Similarly if the suggested article gets a thumbs down often, will suggested articles remove it from results page?
Cheers.
2 Antworten
Per what I remember from talking with the Knowledge Product Manager in previous years, yes, upvoting/downvoting does impact the search index logic somewhat. If you use Einstein Recommended Articles, use the 'not relevant' option to improve the search index logic for the recommendations.
Looking at the feature Knowledge Map. Has anyone seen a demo or why I would want to use the feature? I'm not sure if it would be useful and the documentation is rather sparse. Unfortunately because Knowledge does not easily come from Production to non full sandbox orgs we have broken articles where we got the kav but not the KA in the org. Also if you accidentally turn it off and back on again it is very easy to make duplicate Knowledge Article Relationships.
9 Antworten
@Melissa Teo @Hanna Sandoval I'm feeling your pain. This feature does not yet seem like it should have been deployed.
2 Antworten
While it states Apps by Salesforce Labs "should be considered community projects - these apps are not officially tested or documented," it also states that they are built by Salesforce employees, so it is not a community project.
We use it and it works well. However, when we upgraded to the latest version, one of the question labels had " (obsolete)" appended to it. IT couldn't figure out how to modify an OOB label, so we had to hide the OOB field, create a new, custom field, and adjust the formula to not count the old field but include the new field in scoring CSCs. Other than that we've had no problems. The documentation on the package is good, make sure your IT team is referencing it.
Could some provide the steps to enable Einstein Knowledge Similarity?
Thank you
11 Antworten
Thanks @Chad Meyer - finally a screenshot :-) of where this may be in setup. And I agree with you about the Einstein Knowledge Creation, the experience is very odd.
1 Antwort
To enable the Lightning Article Editor and Article Personalization for Knowledge, go to Release Updates in Setup, find the update, and get started.
More info:
Is there a way to report on any article versions that were created by a user, rather then just the original author?
Background: My stakeholders want to report on Knowledge contributions by user, and there are the scenarios:
- user authored a new article (we have this covered via an Author field and the Created By field)
- user creates new version to update an article, and submits that for review approval. I have not been able to report on the version creators, as Created By keeps displaying just the original article creator. Maybe we need to use the Approval Process submitted by / created by user?
- user with the special permissions approves a review approval request, doesn't actually edit the article.
Thank you for any insight you can provide on best practices in this space.
5 Antworten
Great question, Hanna! Here's a quick breakdown by scenario:
1. New Article Authors — Already covered via Created By and your custom Author field.
2. Version Creators — The Created By field always reflects the original author, not the version creator. The best workaround is to use Approval Process History (ProcessInstance / ProcessInstanceStep objects), which captures who submitted each version for review. Alternatively, create a custom "Version Created By" field and auto-populate it via a Flow triggered on Knowledge Article Version creation.
3. Approvers — Use the same Approval Process History
report
Quick Tip: Combine Approval Process History reporting with a Flow-driven custom field for the most complete and reportable view of Knowledge contributions across your org.
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1 Kommentar
Thanks everyone for the encouraging feedback, really appreciate it!
Regarding security and metadata access, I’ve documented everything in detail here: https://fieldpulse.forcenaut.com/security
In short, the extension does not store or transmit your org data externally. It operates within the user’s browser session and respects Salesforce security and access controls. All interactions are limited to what the logged-in user is already authorized to access.
Happy to answer any specific questions if you have them 👍
Does anyone know if I can use this functionality, but with MS Teams? Or any others Dos and Don'ts as I prepare to chat Salesforce development and requirements for Intelligent Swarming.
12 Antworten
Yes, even with Slack we always posted within the same channel. Basically we are just sending an email to that channel. There might be something in unofficial salesforce to help, but that is what we did. No title, per se, on the post but each one is started with the case owner's name/case number/priority followed by their question. We also include the Subject of the case too, in case someone wants to see the original question. I used the "send better email" action in Flow. Here is what the agents see on the case feed to send their post:
This is what the Teams post looks like:
Hope that helps!
Kim
-
I hope you are still the Knowledge Product Manager - I have submitted this idea but
Show Name of user in | IdeaExchangeI forgot to have a complete title.
The Idea is to
Show Name of user in Version Compare instead of the Salesforce Id field