Could some provide the steps to enable Einstein Knowledge Similarity?
Thank you
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.
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:
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.
Thank you for sharing that headache! I don't think we have a need for this right now or have the resources to focus on building those article relationships out, but it's good to know about.
Here are some summarized items I did get about the feature:
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.
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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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.
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
Howdy! our team is wanting to embed video in articles, but not excited about hosting these in another vendor. I point them to this article, which lists video sites and one of them is "Salesforce.com" https://help.salesforce.com/s/articleView?id=sf.fields_using_html_editor_videos.htm&type=5
So now they are asking me - how do we just host these in Salesforce? What does the "salesforce.com" option mean, and how would I have them upload and then link the videos?
Hi @Carisa Kanehailua - Enterprise Knowledge (EK) may be of interest to you for this. If you're familiar with Unified Knowledge, EK is the new version built on Data Cloud (oops, Data 360) :) and would enable you to ingest videos and PDFs into your SF instance, then use that content for Agentforce grounding. Overview video
in case you're interested - note that it does require that you're on Data 360.
I'm a bit out of my element with other options, sorry, but you can always
link to Sharepoint or Youtube repositories in your existing articles.
The invisible bullets used to appear when the article was published but aren't any longer.
I am looking for a way to set a "banner image" on a CMS Collection card (that is linked to the Knowledge object) and have it display for Customer Community Plus users on our Experience Site homepage. I have tried creating rich text, url and text fields on the Knowledge object to display an image. I tried creating a CMS image content type with the image and referencing the link in the Knowledge article (/cms/media/{CMSContentID}). This works for our internal users - however, our Customer Community Plus users are unable to see the images regardless of how I display them.
Hi @Nicole Soeng Make sure they have permissions to that image file. If the image is uploaded in the Documents and then it should be visible externally. Thanks
