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Article Visibility or Accessibility in Experience Cloud - Coggle Diagram
Article Visibility or Accessibility in Experience Cloud
Salesforce Knowledge
Can be enabled to give site users access to articles.
Atleast 1 SF knowledge license is required to setup Salesforce knowledge. A license is not required to view articles.
Knowledge base can be built from knowledge articles. The articles can then be published on sites.
Lightning Knowledge uses Record Types to distringuish articles types.
READ PERMISSION: Can be provided by record types in the profiles assigned for Guest or Authenticated users in Customer Community, Customer Community Plus or Partner Community. We can also assign Permission Set to users if not using profile for this access.
Visibility by CATEGORY: Users can be assigned visibility based on the Categories of articles. This can be done via Profile, Role, Permission Sets. Ex: Users can be prohibited from viewing a particular category of articles.
TOPICS: Experience Cloud Sites uses Topics to organize articles, and SF Knowledge uses Categories. Topics can be mapped to Categories, or Category Groups or individual articles. TOPICS have to be enabled to use articles in experience cloud site.
Search Layout: Knowledge Search Layout can be set for different user profiles. This can be used to show or hide article search results based on profiles.
To enable adjusting Knowledge search layouts, navigate to Administration --> Preferences --> General and select the ‘Use a profile-based layout for Lightning Knowledge search results’ checkbox.
Search layouts can be updated in Knowledge Object section.
Article Voting: Can be enabled by going to the article detail page and opening Article Component's properties.
Lightning Knowledge Setup
Create Knowledge record types. Ex: FAQs
Setup record types page layouts
Setup access for knowledge users
Knowledge Article Channels: Visibility for these channels can be setup in Properties of Article page.
Customers
Partners
Internal SF app users
Public users
Categories
Articles
Individual articles
Data Categories
Classification of articles. Used for controlling access. More than 1 data category can be assigned to an article.
Roles: Can be assigned based on Roles.
Profiles: Can be assigned based on profiles.
Permission Sets: Can be assigned based on Permission Sets.
Visibility Options for Categories
All Categories are visible
No Categories are visiblle
Custom: Selected categories are visible.
Category Groups
Container for data categories. Used for organized data categories into groups based on its type.
Data Category Mapping
Case Fields can be mapped to Data Categories to filter articles.
This makes suggested articles more relevant.
Case fields can be mapped to data categories by navigating to 'Data Category Mappings' in Setup.
Considerations
Only text and picklists are available for data category mappings.
Mappings are done from field value to Data Category Group, and we can also select Default category if the field is blank.
Topics
Topics can be created in the TOPIC MANAGEMENT section of Content Management.
New Topic can be created with a Name and Description fields.
Upto 10 Topics can be enabled for Content.
Merge/Deletion: Topics and be merged and deleted.
Topics can be mapped to Data Categories, Category Groups and to Individual Knowledge Articles. Auto assignment can be setup.
The exact hierarchy of data categories can be mapped to topics, up to eight levels of depth.
In Workspaces --> Content Management --> Topics --> Automatic Topic Assignment, a topic can be assigned to all articles that are published under a specific data category
Topics can be added to or removed from articles in the Article Management section by navigating to Workspaces --> Content Management --> Topics
Help Center
A help center can be set up to give customers access to the knowledge base of articles. It is a public-access site that provides easy access to information.
The Help Center template can be used to build a public site for the knowledge base.
Topics can also have a hierarchical structure and make use of subtopics
Featured Topics selections should be based on the most frequently asked questions.
Layout: An article layout can be set up specifically for the help center. A summary section can be added at the top to allow customers to get to the basic information quickly.