With its latest releases, Salesforce.com has significantly reduced the cost for the internal use of Salesforce knowledge base. The users need not have Knowledge User license to go through the Knowledge Articles now. There is only an annual fee with which the users can access, create, or edit the Salesforce Knowledge Articles.
Since most customers get adapted to Salesforce Knowledge internally, more will naturally access the Salesforce PKB (Public Knowledge Base). As you can infer from the name, it is entirely public with no login or special access required.
Lately, salesforce.com has given the users a big advantage of setting up PKB through a simple Exchange app named as V 3.0 of Public Knowledge for Mobile, Web, and Facebook. Let’s explore some tips for configuring the Public Knowledge Base.
1.Go through the implementation guide carefully
There are many areas to consider within Salesforce such as Data Categories, Knowledge, Custom Profile, Sites, Custom Settings, Components, Static Resources, Pages and lot more. PKB installation cannot be done through intuition. Make sure that you studiously follow the steps as presented in the app guide.
2.Bookmark the links
Proper bookmarking of all the links will save you a lot of time and help with navigation. Try to assemble direct links to all the areas as bookmarks. While going through the learning and implementation, you may have to go back to different areas multiple times. Proper bookmarking will help you in the long run when you are trying to upgrade or check for Salesforce SOX compliance.
3.Do not use the word ‘knowledge’ in API name
The implementation document directly instructs not to use the word “knowledge” in the site name. It is because having a string with “knowledge” in API name which includes the variants of “knowledge base,” may prevent public visibility of any key component known as Narrow Search.
4.Disable the enhanced profile user interface temporarily
To be more specific, you cannot set the Article permissions at Enhanced Profile UI. Before editing Guest User Profile, access:
User Interface >
Then uncheck ‘Enable Enhanced Profile User Interface’ if there is a check mark.
5.Enable the feeds for article type objects
You may have to create a few Article Types for the Knowledge Base. To do this:
Go to Setup >
You can then enable feed tracking for any of the Article Type objects. It will let you internally communicate about any updates or modification needed in the Knowledge Articles.
6.Look into what others do to get inspiration
If you want to do more styling and customization of the Sites pages used in PKB, it is advisable to check what the others have done. Once you go through many such samples available online, you will get a better understanding of how to come up with the best possible approach you can take.
There are a few other smart tips such as making your company domain appear on the address bar and using only a single data category groups. Once you get the baseline things set, it will be easier to explore more things on the go.
Author bio: Lucy Jones is a Salesforce consultant, providing services at Flosum.com. She also writes blog articles to help the beginners.
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