Article Actions in Salesforce Knowledge are powerful features that enable administrators and users to manage knowledge articles effectively within Service and Support Applications. These actions determine what users can do with articles throughout their lifecycle, from creation to retirement.
Key …Article Actions in Salesforce Knowledge are powerful features that enable administrators and users to manage knowledge articles effectively within Service and Support Applications. These actions determine what users can do with articles throughout their lifecycle, from creation to retirement.
Key Article Actions include:
**Publish**: This action makes an article visible to the intended audience. Administrators can schedule publication dates or publish articles for specific channels like internal users, partners, or customers.
**Edit**: Allows authorized users to modify article content. When editing a published article, users can choose to work on a draft version while keeping the original live, ensuring continuous availability.
**Archive**: Removes articles from active use while preserving them for historical reference. Archived articles are no longer searchable by end users but remain accessible to administrators.
**Delete**: Permanently removes articles from the system. This action requires appropriate permissions and should be used cautiously as it cannot be undone.
**Assign**: Enables workflow management by assigning articles to specific users or queues for review, approval, or updates.
**Submit for Translation**: Initiates the translation process for multilingual knowledge bases, allowing articles to reach diverse audiences.
**Submit for Approval**: Routes articles through predefined approval processes before publication, ensuring content quality and accuracy.
**Attach to Case**: Links relevant articles to support cases, helping agents resolve customer issues efficiently while tracking which articles prove most helpful.
**Share**: Distributes articles through various channels including email, social media, or customer communities.
Administrators configure Article Actions through permission settings, data categories, and article types. Proper setup ensures users have appropriate access while maintaining content governance. These actions integrate seamlessly with Lightning Service Console, enabling agents to perform article management tasks while handling customer inquiries, ultimately improving service efficiency and knowledge base quality.
Article Actions in Salesforce Knowledge: Complete Guide
What Are Article Actions?
Article Actions are the various operations that users can perform on Knowledge articles within Salesforce. These actions enable users to interact with articles throughout their lifecycle, from creation to archival. Understanding article actions is essential for managing a Knowledge base effectively and ensuring information remains accurate and accessible.
Why Article Actions Are Important
Article Actions are crucial because they: • Control how content moves through the publishing workflow • Ensure articles are reviewed and approved before publication • Allow for version control and content updates • Enable collaboration between authors and reviewers • Maintain content quality and accuracy • Support compliance and governance requirements
Types of Article Actions
Draft Actions: • Edit - Modify article content • Assign - Send to another user for collaboration • Submit for Translation - Queue for localization • Publish - Make article visible to users • Delete - Remove draft article
Published Article Actions: • Edit as Draft - Create a new draft version while keeping current version live • Archive - Remove from active Knowledge base • Assign - Transfer ownership • Submit for Translation - Request translation to other languages
Archived Article Actions: • Restore - Return article to draft status • Delete - Permanently remove article
How Article Actions Work
Article actions are controlled by:
1. Article Type Permissions - Determine which actions users can perform on specific article types
2. Profile Settings - Users must have the appropriate Salesforce Knowledge user license and permissions enabled
3. Approval Processes - Organizations can implement approval workflows that require articles to be reviewed before publication
4. Validation Rules - Ensure required fields are completed before certain actions can be executed
Key Permissions for Article Actions
• Manage Articles - Allows publishing, archiving, and restoring • Create - Enables article creation • Edit - Permits modifications to articles • Delete - Allows removal of articles • Publish - Enables making articles visible • Archive - Permits moving articles to archived status
Article Lifecycle Flow
Draft → Published → Archived
Articles can move backward in this flow: • Published articles can be edited, creating a new draft • Archived articles can be restored to draft status
Exam Tips: Answering Questions on Article Actions
Focus Areas:
1. Know the Lifecycle - Understand that articles progress through Draft, Published, and Archived states. Questions often test your knowledge of which actions are available at each stage.
2. Permission Requirements - Remember that the Manage Articles permission is required for publishing and archiving. Standard users with read-only access cannot perform these actions.
3. Edit as Draft Behavior - When editing a published article, a draft copy is created while the original remains published. Both versions exist simultaneously until the new draft is published.
4. Archival vs. Deletion - Archiving removes an article from search but retains it. Deletion is permanent. Exam questions may test whether you understand when each is appropriate.
5. Translation Workflow - Submitting for translation is an action that initiates the localization process. Know that master articles and translated articles are linked.
Common Exam Scenarios:
• When asked about making urgent updates to published articles, remember that Edit as Draft creates a working copy • Questions about removing outdated content typically involve archiving, not deletion • Scenarios involving multiple users collaborating often require the Assign action • Approval process questions relate to controlling article publication
Remember: Article Actions are determined by a combination of article status, user permissions, and organizational settings. Always consider all three factors when answering exam questions.