Lightning Knowledge Preparation

Permissions and Licenses

• To set up Unified Knowledge, make sure you’re assigned a System Administrator profile and the Knowledge User license is selected on your user record.
• Update any necessary user profiles to have Read permissions on the rich text area custom field on the Article object, which contains synced third-party articles in Salesforce.
• Determine which Experience Cloud users see the knowledge content you import and sync from third-party sources, such as users with Partner, Public (unauthenticated guests), or Customer licenses. You choose these users for each third-party source in the Audience section of the Add a Source page in Unified Knowledge Setup.

Rich Text Area Field

Create a rich text area custom field on the Article object in which to sync or import third-party articles in Salesforce. We suggest naming the field, which contains the article content, Article Content. Set the field length to 131,072 characters, which isn’t the default field length. To increase this limit, contact your Salesforce Customer Support and ask about enrolling in the pilot program for Knowledge large content storage.

Default Field Values

If you have any required article fields on the Knowledge object, set default values for them to prevent import errors from third-party knowledge sources.

Automation

• Review and turn off all automation that can prevent article creation without a field entry, such as flows, workflow rules, validation rules, Apex triggers, and Apex classes.
• We recommend that you update any automation processes that affect Knowledge articles to include or exclude the Automated Process user so that Salesforce knowledge and third-party knowledge follow the same data cleanliness practices.