Salesforce Docs Portal

Set Salesforce Knowledge for Agent Console

Create a knowledge base of articles that that you can securely share with customers, partners, and service reps.

Required Editions

Required Editions

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Energy and Utilities Cloud
User Permissions Needed
To enable Lightning Knowledge Knowledge User license
  1. Enable Lightning Knowledge.
  2. Set the support agent as a knowledge user.
  3. Create a Knowledge Manager permission set.
    1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets..
    2. Click New.
    3. Enter a label and then save your changes.
      For example, enter Knowledge Manager Permission Set.
    4. In Permission Set Overview, in the Apps section, click Object Settings.
    5. In the list of Object Settings, click Knowledge.
    6. Click Edit, then select these object permissions:
      • Read
      • Create
      • Edit
      • Delete
      • View All Records
      • Modify All Records
    7. Save your changes.
    8. Go back to Permission Set Overview, then click App Permissions.
    9. Click Edit, then select these permissions in Knowledge Management:
      • Manage Articles
      • Manage Knowledge Article Import/Export
      • Manage Salesforce Knowledge
      • Publish Articles
      • Share internal Knowledge articles externally
      • View Archived Articles
      • View Draft Articles
    10. Save your changes.
    11. Go back to Permission Set Overview, then click System Permissions.
    12. Click Edit.
    13. Select Manage Data Categories, then save your changes.
  4. Assign the Knowledge Manager permission set to your users.
    1. In the Knowledge Manager permission set that you created, click Manage Assignments.
    2. Click Add Assignments.
    3. Select the users that you want to assign the Knowledge Manager permission set to, then click Assign, and then click Done.