Service Cloud – Knowledge setup

The joys and mysteries of Knowledge will be a trail on your path to success unlike any you have experienced to date. Because the structure of Salesforce Knowledge is intrinsically based on content, it is an item that needs a lot of pre-planning before you jump into setup. This typically means working with the brilliantly creative minds of marketing, service, and even technical writing to understand the unified vision of categorizing content for your consumers. While this isn’t a Service Cloud-first book, we have put together a few items you should talk through as an organization for your Knowledge strategy conversation since it will impact your Experience Cloud users:

Consideration	Why does it matter?
Article visibility	What you expose to whom will be part of your overall security considerations. You need to ensure...