--- schema_version: "1" id: b21bb40dca5db78ca3c8cc4174a262138cbe0a0efc497395d076647c2279f84a title: Salesforce Knowledge Help and Resources collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_map.md canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b1f4d4166976821d13d5ab3105ba00fecffd1020ba9db38143a5c6cf9b9717d1 description: Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules. products: - Service Cloud release: "264" --- # Salesforce Knowledge Help and Resources Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules. ### Required Editions
Available in: Salesforce Classic and Lightning Experience

Salesforce Knowledge is available in Essentials and Unlimited Editions with Agentforce Service (formerly Service Cloud).

Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative.

## Overview of Salesforce Knowledge - [Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&release=264.0.0&type=5 "Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared.") - [Plan Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing_lex.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") - [Plan Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") - [Lightning Knowledge Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/lightning_knowledge_guide.pdf) - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) ## Set up Lightning Knowledge - [Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&release=264.0.0&type=5 "Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.") - [Set Up and Configure Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_set_up.htm&release=264.0.0&type=5 "Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process.") - [Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_record_types.htm&release=264.0.0&type=5 "Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types.") - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") - [Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5 "Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.") - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") - [Flow Approvals for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_flow_approvals.htm&release=264.0.0&type=5 "Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals.") ## Use Salesforce Knowledge in Lightning Experience - [Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5 "Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.") - [Search Articles in the Global Search Box and the Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_search.htm&release=264.0.0&type=5 "In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console.") - [Use the Lightning Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&release=264.0.0&type=5 "The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles.") - [Sharing for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing.htm&release=264.0.0&type=5 "Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules.") ## Migrate from Salesforce Classic to Lightning Knowledge - [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.") - [Lightning Knowledge Migration Tool Features and Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_learn.htm&release=264.0.0&type=5 "Before planning and performing the migration with the Lightning Knowledge Migration Tool, learn about the differences between Classic Knowledge and Lightning Knowledge. Understand the limits of the migration tool and Classic features that either aren’t supported or work differently in Lightning Knowledge.") ## Set up Classic Knowledge - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Workflow and Approvals for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_wflow_approvals.htm&release=264.0.0&type=5 "Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you more control over the content and publication of your articles.") ## Use Your Knowledge Base in Salesforce Classic - [Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5 "Use a single search to find all your resources at once.") - [Find Knowledge Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_find_articles.htm&type=5&language=en_US) - [Articles or Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_articles.htm&release=264.0.0&type=5 "Find out which Salesforce Knowledge tab you are using and what you can do on each.") - For searching and viewing Salesforce Knowledge Articles on your Android device, see [Access Salesforce Knowledge Articles with Salesforce for Android](https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_salesforce1_newfeat_articles_hybrid.htm) (no longer beta) and [Salesforce App Differences from the Full Salesforce Site](https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_salesforce1_limits.htm) - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab.") - [Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "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.") ## Trailhead - [Knowledge Basics (Lightning)](https://trailhead.salesforce.com/en/content/learn/modules/lightning-knowledge-basics) - [Knowledge Basics (Classic)](https://trailhead.salesforce.com/en/modules/knowledge_essentials/) - [Knowledge Search Basics (Classic)](https://trailhead.salesforce.com/content/learn/modules/knowledge_search_basics) ## Define Data Categories for Your Salesforce Knowledge Articles - [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5 "Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.") - [Create and Modify Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") - [Add Data Categories to Category Groups](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5 "Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.") ## Translate Salesforce Knowledge Articles - [Work with Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_manage.htm&release=264.0.0&type=5 "The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.") - [Support a Multilingual Knowledge Base](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5 "Reach a global audience by offering your knowledge base in multiple languages.") - [Translate Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation.htm&release=264.0.0&type=5 "If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page.") - [Export Articles for Translation](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_export.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup.") - [Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.") - [Set Up Primary Article and Translation Side-By-Side View](https://help.salesforce.com/s/articleView?id=service.knowledge_primary_translation_comparison_view.htm&release=264.0.0&type=5 "Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article.") ## Share Your Salesforce Knowledge Base - [Find, Attach, and Email Articles with the Case Feed Articles Tool](https://help.salesforce.com/articleView?id=case_interaction_using_articles.htm&language=en_US) (Classic) - [Enable Salesforce Knowledge in Your Community (Classic)](https://help.salesforce.com/articleView?id=networks_knowledge_access.htm&language=en_US) - [Use Knowledge with Chat](https://help.salesforce.com/articleView?id=live_agent_set_up_knowledge_chat_answers.htm&language=en_US) (Classic) ## Knowledge and the Salesforce Mobile App - [What’s Available in Each Version of the Salesforce Mobile App](https://help.salesforce.com/articleView?id=sf1_features_to_app_comparison.htm&language=en_US) - [Customer Service Features: What’s Not Available in the Salesforce Mobile App](https://help.salesforce.com/articleView?id=limits_mobile_sf1_service.htm&language=en_US) ## Develop with Salesforce Knowledge - The [Salesforce Knowledge Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/knowledge_customize_intro.htm) has specific development information for Salesforce Knowledge along with tutorials and examples. - The [REST API Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm) has information on supporting articles with the REST API. - The SOAP API Developer Guide has information on the [Knowledge](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_guidelines_knowledge.htm), including guidelines, objects, and calls. - The [Metadata API Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_intro.htm) has information on Salesforce Knowledge Metadata API objects. - The [Visualforce Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro.htm) has information on Salesforce Knowledge Visualforce components. - The [Lightning Platform Apex Code Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_intro_chapter.htm) has information on the Apex `KnowledgeArticleVersionStandardController` Class.