Multiple Knowledge Article Templates

Question

How to configure multiple knowledge article templates with different headers and fields so that a support agent is able to create an article by selecting an article template in SU KCS Helper?

Answer

Before a support agent can select a template, a Salesforce admin has to create more than one article types in Salesforce Classic or record types in Salesforce Lightning.

Also, a SearchUnify instance manager has to map more than one article types (Salesforce Classic) with a case in his instance. If the instance manager is on Salesforce Lightning, then she has to map more than one record types with a case.

Only after the mapping, a rep using KCS Support Console can find and use templates.

This article touches on all the three steps. Although all the example are for a Salesforce Classic org, someone on Lightning can can swap article types with record types and Salesforce Classic with Salesforce Lightning and the instructions will still hold.

Create Article Types in Salesforce Classic

Multiple KCS Article templates can be configured in a Salesforce org.

1. Log into your Salesforce org and from "Setup", navigate to the "knowledge article type" section. You will all existing knowledge article types. Ensure that there are at least two article (or record) types.

2. If there is only one article or record type, then create a new article type, then click on "New article type" and add multiple fields before saving it.

Map Article Types with Cases in SearchUnify

Once multiple article types have been created, you can start mapping Article fields with Salesforce case form fields in your SearchUnify instance. It's because of mapping that some fields are auto-populated, thereby making reps' job a little easier.

1. To start mapping go to Search Clients > Edit > KCS Support and enable Enable KCS.
   
2. Pick a Salesforce Experience from Classic or Lightning.
   
3. Click Add New Mapping.
   
4. Enter the name of your Knowledge object in Article Object API Name. It is usually knowledge__kav. If the API Name is correct, all the object fields will be displayed.
   
5. Drag any article field to the highlighted space. Title and URLName mapping are mandatory but mapping of other fields depends on your business needs.
   
6. A window will pop up. Drag a case field to the highlighted space. In the next diagram, the case field caseObject.Subject will autopopulate the article field Title. It means that the value in caseObject.Subject will be copied to Title. NOTE. You can use Enter Label to rename the mapped field to "Heading" or another term used inside your organization and pick a template from the Select Section dropdown.
   

Details on using KCS Support Console are to be found on Install KCS Support Console in Salesforce Console
.

Use Newly-Created Templates

1. Log into Salesforce service console, navigate to KCS Helper and click on Create new Article. You will be presented with multiple article types from which you can create an article.