Monthly Archives: November 2013

Salesforce.com Knowledge Management Cheat Sheet

Salesforce.com knowledge management application lets customers and internal staff find information easily. Information can be found by keyword searching or by filtering through pre-defined categories under which information is organized. This blog highlights the key aspects of knowledge management application.

Article Types

Article Type are the various templates available to create an article. It provides the layout options for the articles.  By default Salesforce comes with two article types – a) Tabs b) Table of Content. In Tabs layout the information sections are displayed as tabs and in Table of Content layout the information sections are shown as links.

  • You can create customized article types using Visualforce.
  • You have to have atleast one article type defined
  • You can add custom fields to article types that be used to managing articles.
  • It is a best practice to create different templates for different types of knowledge articles. For example, product troubleshooting can be one type and Product Information can be another type.

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Posted in Salesforce.com, Visualforce.