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.
Required Editions
| Available in Lightning Experience. View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or edit users: | Manage Internal Users |
| To assign Knowledge permissions: |
Customize Application AND Manage Salesforce Knowledge |
User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles. Assign permissions to support reps and authors who publish, archive, delete, and manage articles.
Use permission sets or custom profiles to give service reps, authors, and other users the Knowledge access they need. For example, you can create a permission set named Article Manager that includes the permissions to create, edit, publish, and assign articles. You can then create a Knowledge Base Manager profile with permission to archive and delete articles.
Considerations
- Lightning Knowledge uses user profile permissions or permissions sets to give support reps access to authoring actions. In contrast, Knowledge in Salesforce Classic uses public groups and article actions.
- To do more than read articles, support reps need the Knowledge User license. On the Users page in Setup, click Edit next to a user’s name, select Knowledge User, and save your changes.
- To see categories associated with Draft articles, standard Users must have permissions for Knowledge User and Manage Article.
Lightning Knowledge Permissions
This table lists the required profile and object permissions for authoring tasks. For permissions in Salesforce Classic, see Classic Knowledge User Access.
| Lightning Knowledge Task | User Permissions | Knowledge Object Permissions |
|---|---|---|
| Read and search published knowledge articles | Allow View Knowledge | Read |
| Read and search draft knowledge articles | Allow View Knowledge, View Draft Articles | Read |
| Read and search archived knowledge articles | Allow View Knowledge, View Archived Articles1 | Read |
| Attach or detach published articles to objects and search articles | Allow View Knowledge | Read on Knowledge, Read and Edit on objects to which you attach or detach the article |
| Create articles | Manage Articles | Create, Read |
| Edit draft articles | Manage Articles | Read, Edit |
| Delete draft articles | Manage Articles | Read, Edit, Delete |
| Change the record type | Manage Articles | Create, Read, Edit |
| Change the article owner | Manage Articles | Read, Edit |
| Be an article owner | View Draft Articles | Read, Edit |
| Publish articles | Manage Articles, Publish Articles | Create, Read, Edit, Delete |
| Archive articles | Manage Articles, Archive Articles | Create, Read, Edit, Delete |
| Restore archived articles | Manage Articles, Archive Articles | Create, Read, Edit |
| Delete archived articles | Manage Articles, Archive Articles | Modify All Records |
| Assign articles | Manage Articles | Read, Edit |
| Edit published articles | Manage Articles | Create, Read, Edit |
| Submit articles for translation | Manage Articles, Article Translation–Submit for Translation | Create, Read, Edit |
| Delete draft translations | Manage Articles | Read, Edit, Delete |
| Edit translations | Manage Articles, Article Translation–Edit | Read, Edit |
| Publish translations | Manage Articles, Article Translation–Publish | Create, Read, Edit, Delete |
| Import articles | Manage Salesforce Knowledge, Manage Articles, Manage Knowledge Article Import/Export | Create, Read, Edit, Delete |
| Import and export articles for translation | Manage Salesforce Knowledge, Manage Articles, Manage Article Import/Export | Create, Read, Edit, Delete |
| Create data categories | Manage Data Categories, View Data Categories in Setup | None |