Introduction

This blog post describes how to configure data categories, article types and article publishing workflow based on a set of requirements. It also provides an in-depth overview of these functionalities in Salesforce. This section also covers the required configurations for various types of user requirements related to article management.

Data Categories and Category Groups Data Categories Overview

  • Data Categories are an admin controlled hierarchical taxonomies which are used for organizing the knowledge base content and providing a secure way to access the content. Data category modeling is done in multiple ways by answering some common questions like
    • who is using the knowledge base?
    • in which context the knowledge base is being used?
    • does article distribution to specific groups required?
    • how will end users filter results using the data categories?
  • Articles can be associated with none, one or multiple categories in each group, at any level of the hierarchy.
  • Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas.
  • Salesforce Knowledge uses data categories to classify articles and make them easier to find.
  • Can be assigned to articles when created.
  • There can be a maximum of 5 category groups with 3 groups active at a time.
  • Each category group can have upto 100 categories with 5 levels of hierarchy.
  • Within a category group, a 5 level hierarchy of data categories can be created.
  • Data Category Mappings can be used to map case fields with Data Category Group

Categorizing Articles

  • Articles can be associated with none, one or multiple categories in each group, at any level of the hierarchy.
  • Can be assigned to articles when created.
  • We can expose articles to Internal users, Partner Portal users, Customer Portal Users or Public Knowledge base.