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Flor De La Lila が「#Trailhead Challenges」で質問
昨日、9:53
Configure Salesforce Knowledge -> Add Your Users is not an available option

The trail 'Configure Salesforce Knowledge' asks to go to the Salesforce Go in Setup and click "Add Your Users" but this option is not available. Where can I find this to proceed with the challange?  

 

#Trailhead Challenges  #Knowledge

4 件の回答
  1. Kundan Kumar Jha (Infosys)
    8月26日 17:17

    Hey Flor, 

     

    Per the official Trailhead steps, the correct path is: Setup gear icon (top right) > Service Setup (not just "Setup"), then look for the Recommended Setup flows section, find the Add Your Users tile, and click Get Started (not "Add Your Users" as a direct menu item, that's the tile's title, the actual button is Get Started). 

     

    If Service Setup itself isn't showing you that Recommended Setup section with the tile: 

    1. Confirm you're on Service Setup specifically (Setup gear > Service Setup), not the generic Setup menu 

    2. Scroll down, Recommended Setup flows sometimes load below other content 

     

    Separately, for enabling Knowledge itself (not just adding users): Setup gear > Service Setup > Quick Find > Knowledge Settings > Enable Lightning Knowledge. Note this is one-way, once enabled you can't disable it. 

     

    Also worth knowing directly from Salesforce's own module notes: "Knowledge isn't available in the Trailhead Playground" for a separate related unit, if you're doing this specific unit in a standard Trailhead Playground (not a special project org), some Knowledge features may genuinely be unavailable by design, worth checking if this specific project requires a special signup link rather than a generic Playground. 

     

    Reference:

    https://trailhead.salesforce.com/content/learn/projects/set-up-salesforce-knowledge/configure-salesforce-knowledge

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Harsh Dubey (Imagine Learning の Sales Ops Support)
2025年3月2日 16:18

🚀 Enhancing Customer Self-Service with Salesforce Knowledge in Communities 🌍

As I explore Salesforce Service Cloud and Community setup, one key takeaway stands out: the power of Salesforce Knowledge in reducing case volume and improving customer experience.

By integrating Salesforce Knowledge into a customer community

, businesses can: 

✅ Empower customers with

self-service solutions

📖 

✅ Reduce support agent workload by

deflecting common cases

🔄 

✅ Improve case resolution speed by

surfacing relevant articles in the Service Console ⚡

A well-structured Knowledge Base combined with an intuitive Community Portal can transform customer support. But here’s the challenge: How can we further optimize Knowledge to ensure customers find the right information quickly, reducing the need to contact support?

Would love to hear thoughts from the Salesforce community! How do you leverage Knowledge in your Communities? 💡

#Salesforce Admin  #Knowledge 

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Hanna Sandoval (Esri の Business Analyst - Salesforce Service Cloud) が「* Release Readiness Trailblazers *」で投稿
2024年12月19日 16:43

Issue found with #Knowledge:  The updated Filters button on the Knowledge side-bar on Cases popups the filters behind the middle column in the case Lightning layout in my Spring25 developer org FYI @Leon Kempers  I verified that in production today it is called 'Filter' and works as expected. 

Issue found with : The updated Filters button on the Knowledge side-bar on Cases popups the filters behind the middle column in the case Lightning layout in my Spring25 developer org FYI I verified th

5 件のコメント
  1. Janell Parga (Admin) (Parsons)
    2025年1月21日 17:25

    @Hanna Sandoval - thanks. The issue still occurs in our two sandboxes. Was there a known issue that Salesforce support created or referenced in your support ticket. Perhaps they are still rolling out the fix to all non prod Orgs.

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Anjali . (Accenture の Developer) が「#Security」で質問
2024年12月18日 18:57
Trending Topics visibility issue

I have added the component 'Trending Topics' in lightning page, but he component is not visible in the page. I am on the published knowledge record page and also topics are added. I have posted the topics with different users but still not visible.  Please help me to solve this issue.

 

#Security  #Service Cloud  #Knowledge  #Knowledge Article

3 件の回答
  1. Anjali . (Accenture)
    2024年12月23日 14:43

    @Harsh Thakkar trending topics standard component is available now. The only issue is like it's not visible and i have added in lightning page

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Sylvain Piguillem (N'Py Résa の Chief Sales Officer) が「Salesforce Knowledge User Group」で質問
2024年6月29日 5:37
Help on Article mangement with Experience site Content Management

Hello,

 

I created a Help Center Experience for our final customers (guest users) to have access to our public knowledge article.

 

I created Topics, Navigation and featured topics using Content Management, but when i go to Article Management, it's empty. I might have missed something in the setup somewhere. Can you help?

 

#Experience Site #Knowledge #Knowledge Articles

3 件の回答
  1. Karen Peacock
    2024年7月1日 8:32

    Hi I think I understand what you mean now that when viewing the articles through Workspaces > Content Management > Article Management you don't see any articles.  If this is this without changing any filters I would agree it's because the article may not be published. Or are you using data categories to partition the database?  If so I would recommend checking this article : https://help.salesforce.com/s/articleView?id=000387727&type=1

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Sylvain Piguillem (N'Py Résa の Chief Sales Officer) が「Salesforce Knowledge User Group」で質問
2024年6月28日 21:09
How to filter elements on help center public knowledge?

Hello,

 

I am setting up an Help Center website. How can I only show some fields? Thank you

 

#Knowledge

1 件の回答
  1. Ashwini Garwandha (Salesforce)
    2024年6月29日 9:45

    Hi @Sylvain Piguillem,

    For insights on customizing and managing knowledge articles in Salesforce Service Cloud, check out these helpful articles:

    1. https://help.salesforce.com/s/articleView?id=sf.ec_make_knowledge_fields_visible.htm&type=5
    2. https://help.salesforce.com/s/articleView?id=release-notes.rn_experiences_search_layout_configure.htm&release=246&type=5 
    3. Filter Articles with Data Category Mapping
    4. Refine Knowledge Search Results with Topic Filters in Experience Cloud Sites
    5. Display More Fields in Knowledge Search Results
    6. Knowledge Settings

     They provide guidance on configuring field visibility and search layouts in Salesforce Service Cloud Help Center  

     

    Thanks!

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Jake Zawojski (Edwardjones の Systems Business Analysis II) が「Salesforce Knowledge User Group」で質問
2021年10月4日 16:28
Is Advanced Search in Knowledge One Working as Expected?

Hello,

 

My Org has 4 Data Category Groups, two of which are filled in automatically on the case side. This leaves our agents to fill in the other two based upon the contact they receive.

 

By default the two empty DCG's are defaulted to [--none--], which Advanced Search shows as: [  -  ].

 

Scenario: 

Let's say I change one of the blank options on the case side from [--none--] to [Option A]. Clicking into advanced search, the filter has updated from [  -  ] to [Option A].

 

Back on the case side, I change the DCG from [Option A] back to [--none--], save, and look at my advanced search. The DCG does not update to [  -  ] and keeps the selection as [Option A].

 

Is this behavior expected?

 

Thanks!

 

#Trailhead Challenges

1 件の回答
  1. Subba Rao Kalavala (pro)
    2024年4月30日 0:23

    This behavior does not seem expected. In a typical scenario, when you change the DCG selection on the case side, it should update the Advanced Search filters accordingly to reflect the new selection.

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Cristina Callejon (MACC Residencial の Salesforce Administrator) が「Lightning Knowledge Migration」で質問
2023年2月10日 10:14
How to edit MasterVersion Id field?

Hi, we are migrating Drupal articles to Salesforce Knowledge and we have some translated articles not linked with Original language articles, how can we link the translated articles with original if we can't edit in any way the MasterVersion Id field to relate both? Is there any way to do it?

Thank you

#Knowledge #Lightning Knowledge Migration #Lighting Knowledge #Knowledge Article Translation

3 件の回答
  1. Julie Hillyer (Wolters Kluwer TAA)
    2023年2月10日 23:09

     As per the case description, I understand that you are looking to upload translated articles associated to master article(Knowledge__kav object.)

     

     I have tested this in my demo org and found a way to achieve this by creating a lookup field,

     

     i. Created a lookup field(ParentKnowledge) to knowledge.

     ii. Translated an article(Creates a new Spanish article with draft status)

     iii. Updated the field ParentKnowledge with the English article in the newly created article.

     iv. The translated article is associated with Master article.

     

     Also, I have tried updating the article using data loader(refer the attched article.csv file).

     

     Please find the attachments for reference.

     

     Note the following restrictions:

     

     It's only possible to update draft articles via Data Loader and there are restrictions on how you can export or query knowledge articles.

     

     It's not possible to update an article's PublishStatus via the Data Loader and it's necessary edit each article you would like to update to create a draft version.

     

     There is no standard or supported means to mass update articles to draft status. They must be set to draft status one at a time via the user interface. 

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Catherine Fontanilla (Salesforce の Senior Research Operations Program Manager) が「* Customer Success *」で投稿
2022年10月31日 17:25

The Salesforce Knowledge team wants to hear from YOU! Help us shape the future of our product roadmap! 

 

Are you responsible for your organization’s knowledge base? We want to learn about your knowledge management process and collect your feedback on forthcoming product improvements. Join us for a 90-minute interview between Monday November 14th and Wednesday November 23rd to share your thoughts! Participants selected for an interview will receive a $150 e-gift card as a thank you for their time.

 

Please complete this short survey (https://www.surveymonkey.com/r/QXC3CSZ).

 

Qualified applicants will be contacted for scheduling.

 

#Knowledge #Knowledge Base Article Attachments #Knowledge Article Translation #Knowledge Articles #Knowledge Management #Knowledge Base #Knowledge Sharing #Knowledge User @Knowledge Import/Export Tools @Lightning Knowledge Migration @Salesforce Knowledge User Group @Salesforce Knowledge @* Service Cloud * 

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Catherine Fontanilla (Salesforce の Senior Research Operations Program Manager) が「* Service Cloud *」で投稿
2022年10月11日 15:39

Help Shape the Future of Salesforce!

 

Salesforce Research is seeking Service Cloud users to influence and shape the future of our products. By joining this program, you will be eligible to participate in feedback surveys and interviews. When you participate in a study, you will receive a gift card as a token of appreciation for your valuable feedback and time.

 

If the idea of seeing your suggestions come to life sounds exciting to you, sign up for the Salesforce Research Program here! 

 

Thank you,

Catherine Fontanilla

Research Operations Program Manager

 

#Service Cloud #Service Cloud Voice #Customer Service #Knowledge #Salesforce Knowledge

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