Enable Users to Create Knowledge Articles in the Contact Center

Follow the Service Setup Assistant to add users who can create knowledge articles.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To use the Contact Center for Health Cloud	Contact Center for Health Cloud permission set

Note You must have the Salesforce Knowledge feature license and Knowledge LSF Permission Set in your org.

From Setup, in the Quick Find box, enter Service Setup Assistant, and then select Service Setup Assistant.
Click View All.
Find and select Knowledge Setup.
Click Start.
Select the users who create knowledge articles. For example, select the contact center user.
Add a data category group and data category. For example, Contact Center Knowledge and Contact Center.
Click Finish.

Configure Record Types for Knowledge Articles in the Contact Center
Knowledge articles help contact center agents answer frequently asked questions (FAQs). To create articles and how-tos, configure a Knowledge record type for how-to topics and add fields as needed.