Salesforce Knowledge

Service CloudSalesforce KnowledgeLightning Knowledge from a developer's point of view: the Knowledge__kav data model and versioning, the article lifecycle and KbManagement.PublishingService, data categories and visibility, SOQL and SOSL on articles, knowledge search in LWC, attaching articles to cases, Knowledge in Experience Cloud, translation and import, and Knowledge as grounding for Agentforce.Intermediate · about 75 minutesWhat you will learn

Explain the Lightning Knowledge data model: Knowledge__kav, KnowledgeArticle, KnowledgeArticleVersion and their key fields

Manage the article lifecycle (draft, publish, edit, archive, translate) with KbManagement.PublishingService

Design data category groups and visibility, and filter queries WITH DATA CATEGORY

Write correct SOQL and SOSL against articles and build a knowledge search LWC

Attach articles to cases with CaseArticle and measure knowledge effectiveness

Explain how Knowledge grounds Agentforce through Agentforce Data Library

Contents

Lightning Knowledge vs Classic Knowledge

The data model

Querying articles with SOQL

Data categories

The publishing API: KbManagement.PublishingService

Searching articles: SOSL and Search.suggest

Attaching articles to cases: CaseArticle

Knowledge in Experience Cloud

Knowledge as grounding for Agentforce

Translation

Importing articles

Best practices

Common pitfalls

Hands-on exercises

Key takeaways