Salesforce Docs Portal

Create Knowledge Articles in the Contact Center

View, consult, and create knowledge articles, frequently asked questions, and how-to topics from the Contact Center. Configure knowledge articles and add links to important documents that provide crucial information for the contact center agent.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud
User Permissions Needed
To use the Contact Center for Health Cloud Manage Contact Center for Health Cloud
  1. In the App Launcher, find and select Contact Center.
  2. Go to a record of your choice in the app.
  3. Go to Knowledge.
  4. Click New Article.
  5. Select a record type.
  6. To create frequently asked questions, select FAQ.
    1. Add a title for the FAQ.
    2. Add a link to the source article in the URL Name field.
    3. Add the frequently asked question.
    4. Provide an answer to the question.
    5. Select whether you want the FAQ to be visible to the customer, the partner, and the public knowledge base.
    6. Save your changes.
  7. Select the record type configured by the admin to create a knowledge topic. For example, a How-To topic.
    1. Add a title for the knowledge topic.
    2. And a link to the source article in the URL Name field.
    3. Add the topic in the Content field.
    4. In Digital Engagement Response, add a short response for the topic.
    5. Select whether you want the topic to be visible to the customer, the partner, and the public knowledge base.
    6. Save your changes.

Publish the article by clicking Publish on the Highlights Panel of the record.

See Also