Knowledge Article Types in Salesforce are templates that define the structure, format, and content of knowledge articles within the Salesforce Knowledge base. They serve as blueprints for creating consistent and organized documentation that support agents and customers can access to resolve issues …Knowledge Article Types in Salesforce are templates that define the structure, format, and content of knowledge articles within the Salesforce Knowledge base. They serve as blueprints for creating consistent and organized documentation that support agents and customers can access to resolve issues efficiently.
Each article type contains specific fields, layouts, and publishing options tailored to different categories of information. For example, an organization might create separate article types for FAQs, troubleshooting guides, product documentation, and policy information. This categorization helps maintain consistency across similar content and makes it easier for users to find relevant information.
Key components of Knowledge Article Types include:
1. Custom Fields: Administrators can add various field types such as text, rich text, file attachments, and picklists to capture the necessary information for each article category.
2. Page Layouts: Different layouts can be configured for internal users versus customer-facing portals, controlling which fields and sections are visible to each audience.
3. Channel Visibility: Article types can be configured to appear in specific channels including internal applications, customer portals, partner communities, and public knowledge bases.
4. Workflow and Approvals: Each article type can have unique publishing workflows to ensure content quality and accuracy before articles become available to end users.
5. Data Categories: Articles can be classified using data category groups, enabling filtered searches and targeted content delivery based on products, regions, or topics.
From an administrative perspective, creating well-structured article types improves case deflection rates by enabling self-service, reduces average handle time for support agents, and ensures knowledge consistency across the organization. Administrators should carefully plan article type structures based on business requirements, considering the types of information needed and the audiences who will consume the content. Regular review and optimization of article types helps maintain an effective knowledge management system that supports both service excellence and customer satisfaction.
Knowledge Article Types - Complete Study Guide
What are Knowledge Article Types?
Knowledge Article Types are templates that define the structure, format, and fields for articles in Salesforce Knowledge. They determine what information can be captured and how articles are organized within your knowledge base. Each article type acts as a blueprint that controls the layout and content fields available when authors create new articles.
Why are Knowledge Article Types Important?
Knowledge Article Types are essential for several reasons:
1. Consistent Content Structure: They ensure all articles of a similar nature follow the same format, making it easier for users to find and consume information.
2. Targeted Information Delivery: Different article types can be created for different purposes - FAQs, How-To guides, Product Information, or Troubleshooting guides.
3. Channel-Specific Publishing: Articles can be published to specific channels such as Internal App, Customer Portal, Partner Portal, or Public Knowledge Base based on the article type configuration.
4. Permission Management: Access to create, edit, and view articles can be controlled at the article type level.
How Knowledge Article Types Work
Knowledge Article Types function through several key components:
Custom Fields: Each article type can have its own set of custom fields including rich text fields, file attachments, and standard field types. These fields capture the specific information needed for that type of content.
Page Layouts: Article types use page layouts to organize how fields appear to authors and readers. Different layouts can be assigned to different user profiles.
Article Type Templates: These control the visual presentation of articles when viewed by end users across different channels.
Workflow and Approvals: Article types can be associated with approval processes to ensure content quality before publication.
Key Configuration Considerations
- Article types are created in Setup under Knowledge Settings - Each article type requires at least one page layout - Field-level security applies to article type fields - Data categories can be used with article types for classification - Article types support versioning for content updates
Exam Tips: Answering Questions on Knowledge Article Types
Tip 1 - Understand Channel Publishing: Remember that articles can be published to multiple channels simultaneously. Know the four channels: Internal App, Customer, Partner, and Public Knowledge Base.
Tip 2 - Focus on Use Cases: Exam questions often present scenarios asking which article type configuration would best serve a particular business need. Think about who needs the information and how it should be structured.
Tip 3 - Know the Limitations: Be aware that article types cannot be deleted if they contain articles. Articles must first be archived or deleted.
Tip 4 - Permission Sets Matter: Understand that users need appropriate permissions on article types to create, edit, publish, or archive articles. This is separate from object-level permissions.
Tip 5 - Data Categories vs Article Types: Do not confuse these concepts. Article types define structure while data categories provide classification and visibility controls.
Tip 6 - Rich Text Fields: Remember that Knowledge articles support rich text fields which allow for formatted content, images, and links within articles.
Tip 7 - Read Scenarios Carefully: When given a scenario, identify whether the question is asking about structure (article types), classification (data categories), or access control (permissions).
Tip 8 - Lightning Knowledge: Be aware that Salesforce has transitioned to Lightning Knowledge, which uses Record Types instead of Article Types. Know which version the exam question references.