How to create and publish a KB in SFDC (Internal)

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August 10, 2018

Last modified: 03/22/2023, 10:15 pm

Knowledge Base Article Internal

These instructions use the Salesforce classic interface. 

  1. Log into Salesforce and switch to Classic View.
  2. Click on the top right and change from sales to service.
  3. Click on a Article Management. If that is not available, click on the + at the end and search for it. (If it's not available in the list once you click plus, email Edwin to get your permissions updated and to make it visible in your profile.
  4. In any view, click on New

  5. Leave Knowledge base as 'Knowledge' and enter the title of your KB.

  6. Start creating your KB and do the following:
    • Adjust the title if necessary
    • Leave the URL name for now
    • Leave the summary blank
    • Adjust the Record Type to Advisory, FAQ, Training, Troubleshooting or Internal
    • Fill out the Content with the body of your KB.
      • Do not use heading 1 for your heading. Your major headings should heading 2 and then levels below that. (The title of the KB when viewed is of type heading 1. Having heading 1 in the body gives heading in the body the same weight as the title. This is not desirable).
      • For troubleshooting KB's. I generally used the headings 
        1. Resolution/Workaround
        2. Cause
        3. Problem
        4. To link to other KB's use  from the toolbar. Search for the article and click ok to insert it.
        5. To link to general internet links, type the name of the link such as 'Microsoft vNet configuration for Azure', highlight the text that will become the link and click on . Paste in the URL and click ok.
        6. Tables, Images and other formatting can be done from the toolbar.
        7. Source will give you the HTML if you need to clean up bad formatting.
    • Click Save on the top left.
  7. After you have saved the KB for the first time, you need to edit additional information.
    • The article number is now populated. This number needs to be placed in () after the title and in the URL name. Like so: 
    • On the left hand side click Edit next the first Category. Add any categories that apply to this KB. Repeat for any other Categories.
    • For example if a KB is security KB related to PCoIP Zero Clients and PCoIP Remote Workstation Cards.

    1. For external Pubic KB's, Tick the following Channel boxes.  Keep these uticked for Internal KBs.
  8. Save the KB.
  9. If the KB is ready for public consumption, click Publish.
  10. Select Publish now and Click OK.
  11. The KB is now publicly available. 
  12. The URL for the KB is https://help.teradici.com/s/article/KB number so in this example we put 1370 in the URL name so How to create and publish a KB in SFDC (Internal) is the direct link.