Enabling Salesforce knowledge articles to be viewed in Self Service

You can view only published Salesforce knowledge articles in Self Service. Note that Salesforce Knowledge license and Salesforce Knowledge feature license are required for users to be able to search Salesforce knowledge articles.

Ensure that the following conditions are set for the Salesforce knowledge articles you want to display in Self Service:

• To enable the Salesforce Lightning Knowledge, see Salesforce Help.

• The required Salesforce Article Type must be in Deployed state.

• Check the following options:

  • User level permissions: Knowledge User check box
  • Profile or permission set level permissions:
    • Knowledge One check box
    • Ensure that you grant at least Read permission on article type or knowledge base permission for the client's profile or permission set as follows.
      • Profile > Article Type Permissions or Knowledge Base Permissions section
      • Permission set > Object Settings > Knowledge (Considering Knowledge as the default record type for Salesforce Knowledge)
        
        
• Fields of the required Article Type must be set visible to the ServiceDesk Client profile. For more information, see the Salesforce Help.
• When you select the Enable Lightning Knowledge checkbox from Setup > Knowledge Setting > Lightning Knowledge Settings, you will see the article record type Knowledge only.
• When you do not select the Enable Lightning Knowledge checkbox, you can see multiple other article record types along with Knowledge.
  Note that, once you select the Enable Lightning Knowledge checkbox, you cannot deselect it for the same organization.
  
  
• While creating a knowledge article, in the Channels area, select the Customer Portal check box. This is needed only if the organization have Self Service users based on Customer Portal license.
  For more information, see the Salesforce Help.
• In BMC Helix Remedyforce, under Remedyforce Administration > Configure Self Service > Search page, ensure that the Enable display of popular or suggested Salesforce knowledge articles on the Home tab and Self Service Search tab check box is selected. 
• In BMC Helix Remedyforce, under Remedyforce Administration > Application Settings > Global Search page, ensure that the Search Salesforce knowledge articles check box is selected and click Refresh Article Types.
• (Optional) To search and view articles of more than one language, use the custom setting SF Knowledge Multi Language Remedyforce and set its value to True.

Related topics

Configuring search settings for Self Service

Salesforce knowledge articles in Self Service 3.0 

Managing custom settings