Work with Articles and Translations

Available in Salesforce Classic and Lightning Experience. View supported editions.

User Permissions Needed
To create, edit, or delete articles:	Manage Articles AND Create, Read, Edit, or Delete on the article type
To publish or archive articles:	Manage Articles AND Create, Read, Edit, and Delete on the article type
To submit articles for translation:	Manage Articles AND Create, Read, and Edit on the article type
To submit articles for approval:	Permissions vary depending on the approval process settings

Support rep’s need the correct permissions on an article's article type and article actions to complete some tasks. For more information see, Assign Article Actions to Public Groups.

To specify which articles appear in the list view, use these options in the sidebar:

• In the View area, select Draft Articles, Published Articles, or Archived Articles. You can filter draft articles by those assigned to you or those assigned to anyone (all draft articles for your organization).
• If applicable, click the Translations tab in the View area, and select Draft Translations or Published Translations. You can filter draft translations by those assigned to you, those assigned to a translation queue, or those assigned to anyone (all draft translations in your organization).
• To refine the current view, first select an article language filter and then enter a keyword or phrase in the Find in View field. The Find in View field is inactivated for archived articles.
• In the Filter area, choose a category from a drop-down menu to filter the current view.

To modify which columns display, click Columns. These columns are available depending on what is selected in the view area:

Column	Description	View
Action	Displays the actions available for the article or translation.	All articles and translations
All User Ratings	Average ratings from users of your internal Salesforce organization, Customer Portal, partner portal, and your public knowledge base.	Published and archived articles and published translations
Archived Date	Date the article was archived.	Archived articles
Article Number	Unique number automatically assigned to the article.	All articles and translations
Article Title	Click to view the article.	All articles
Assigned to	The user who is assigned work on the article.	Draft articles and translations
Assignment Details	Instructions for the assignment.	Draft articles and translations
Assignment Due Date	Date to complete work on the article. If the date has passed, it displays in red.	Draft articles and translations
Created Date	Date the article was written.	Draft articles and translations
Customer Ratings	Average ratings from users on the Customer Portal and the public knowledge base.	Published and archived articles and published translations
Language	The language an article is translated into.	Draft and published translations
Last Action	The date and type of the last action taken on a translation.	Draft and published translations
Last Modified by	Last person to update the article.	Draft articles and translations
Last Modified Date	Last date the article was edited.	All articles and translations
Most Viewed by all Users	Average views from users of your internal Salesforce organization, Customer Portal, partner portal, and your public knowledge base.	Published and archived articles and published translations
Most Viewed by Customers	Average views from users on the Customer Portal and the public knowledge base.	Published and archived articles and published translations
Most Viewed by Partners	Average views from users on the partner portal and the public knowledge base.	Published and archived articles and published translations
Partner Ratings	Average ratings from users of your partner portal and public knowledge base.	Published and archived articles and published translations
Published Date	Date the article was published.	Published articles and translations
Source Article	The original article before translation. Click the article title to view the article.	Draft and published translations
Translated Article	The title of the translated article. Click the translation title to edit the translation.	Draft and published translations
Translation Status	Status in the translation cycle. Hover over the icon to view the status for each translation. If a translation has been published, there are separate tabs for draft and published translations.	Articles submitted for translation
Type	The article's type, such as FAQ or Product Description, that determines what information the article contains.	All articles
Validation Status	Shows whether the content of the article has been validated.	All articles and translations, when enabled
Version	The article’s version. Hover over the version number to view details about other versions of the article.	All articles

On the Article Management tab, you can:

• Find an article or translation by entering a search term or using the category drop-down menu.
• Create an article by clicking New.
• Publish an article or translation by selecting it and clicking Publish.... If you have the “Publish Articles” article action and an approval process is set up for an article, you see both Publish... and Submit for Approval buttons.
• Modify an article or translation by clicking Edit next to it.
• See how an article or translation appears for end users by clicking Preview next to it. From the Channel drop-down menu you can choose any channel where an article is visible except the public knowledge base. Voting and Chatter information isn't available when previewing a Knowledge article.
• See a list of an article’s or translation’s other versions by clicking its version number.
• Change the owner of an article or translation by selecting it and clicking Assign.... All draft articles must have an assignee.
• Send an article or translation to the Recycle Bin by selecting it and clicking Delete.
• Archive a published article or translation by selecting it and clicking Archive....
• Submit articles for translation by selecting them and clicking Submit for Translation. You can set dues dates for each language and assign it to another support rep or a queue for export to a translation vendor.
• Go directly to the Setup pages for exporting and importing articles for translation with Export Articles for Translation and Import Article Translations in the Related Links area.

• Create and Edit Articles
  You can create or edit an article from the Knowledge tab or Article Management tab.
• Clone a Knowledge Article
  Create a new article from an existing one, and copy the fields and attached files you select.
• Publish Articles and Translations
  Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well.
• Set Up AI Knowledge Translations
  AI Knowledge Translations enables customers to scale their business faster by localizing their knowledge base natively in Salesforce. AI Knowledge Translations helps you deliver faster service by using AI to translate your existing knowledge instead of service reps or translation vendors.
• Translate a Knowledge Article
  Translate a knowledge article into one or more languages with AI Knowledge Translation.
• AI Knowledge Translations Limitations and Considerations
  Understand the considerations and limitations of the AI Knowledge Translation feature.
• Translate Articles in Lightning Knowledge
  If your organization supports a multilingual knowledge base, give support reps and authors access to translated articles. Add authoring actions to user profiles so your support reps can access primary language versions and translation drafts.
• Translate Articles in Salesforce Classic
  If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page.
• Archive Articles and Translations
  Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels.
• Delete Articles and Translations
  You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations.
• Compare Versions of an Article
  View what's changed between two versions of an article. Content that is added, deleted, or changed is highlighted side by side in the Article Version Comparison component.