To quote the revered Confucius, “To know what Salesforce Knowledge we want others to know, and what knowledge we do not want others to know, that is True Salesforce Knowledge.”
Okay, it’s true I’m paraphrasing here, but I’m often asked what tools are at the disposal of an Admin, or when I’m setting up Salesforce Knowledge for a client, Article Types, Channels, and Data Categories, for purposes of organizing and granting access to Articles. The truth is they all work together to give very precise control over who sees what, and which search results are displayed when looking for a specific article.
The first tool in the tool kit is Article Type. Article Types are like Record Types for Knowledge. They determine the type of content, appearance, and who can access it based on Profile or Permission Sets via the standard Create, Read, Edit, & Delete permissions. Some internal users may have full CRED access that manage Salesforce Knowledge and Article Creation and Publication, while other internal users may only have read and edit permissions. Further, partner portal users might only have Read access.
The Channels setting is probably the most blunt instrument – an Article is either published or not published in either in one or more, of four channels: Internal App, Partner Portal, Customer Portal, and Public Knowledge Base. To be clear, this only sets the Channel Publishing Status. If a User doesn’t have the Profile Permission to see an Article Type, or the user’s role doesn’t have Data Category Access, the Article still won’t be visible.
Data Categories not only make it easier for Internal Users, Partners, Customers, and even the Public to find what they need by classifying Articles, but they can also be used to control access to Articles.
Let’s consider a couple of examples:
A couple of other nice links on the subject:
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