A reusable support answer: a titled article (the record Name is the title) with a summary and body, classified by category and visibility, and moved through the statuses Draft, Published and Archived. Articles are kept in the Knowledge Base list of the Support app and its settings. Only Published articles are offered on a case's Knowledge tab, where up to five are suggested by words shared with the case and the rest can be searched; from there an agent attaches a snapshot copy to the case, emails the article to the case's contact email with the Email Article case action, votes helpful or not helpful, or marks that it resolved the case. A new article saved with no status becomes Draft and with no visibility becomes Internal. Visibility is a classification only: neither the Knowledge tab nor the email step checks it. There is no approval step, version history or automatic numbering. In the shipped configuration the Knowledge Base Create form (used for New and Edit) has no fields, so an administrator must add at least Name and Status before articles can be written and published.
Fields
| Field | Label | Type | Required | What it does |
|---|
Body | Body | Text | | The full answer, unlimited length. Shown in the article side panel on a case and sent after the summary when the article is emailed; blank lines split it into paragraphs in the email. Attaching an article to a case saves a snapshot of the body that later edits do not change. |
Category | Category | PickList | | Subject area of the article: General, Troubleshooting, HowTo, Policy or FAQ. Searched on the Knowledge tab and used in matching; an article whose category equals the case's category scores extra when suggestions are ranked. Values: General, Troubleshooting, HowTo, Policy, FAQ. |
DeflectionCount | Deflections | Number | | Number of times an agent selected This resolved the case in the article side panel. Each selection adds one, even on the same case, and writes a note Resolved by knowledge: <title> on the record's timeline. The Knowledge Base list totals it and counts articles still at zero. |
HelpfulCount | Helpful | Number | | Number of times an agent selected Yes under Was this helpful? in the article side panel on a case. The vote is saved as an edit to the article, so it needs edit access to that article. |
Keywords | Keywords | Text | | Extra search words for the article, separated by spaces or commas, up to 500 characters. Matched against the case's subject, description and category when suggestions are ranked, and searched on the Knowledge tab. Add synonyms and part names that are not already in the title or summary. |
NotHelpfulCount | Not Helpful | Number | | Number of times an agent selected No under Was this helpful? in the article side panel on a case. The vote is saved as an edit to the article, so it needs edit access to that article. |
Status | Status | PickList | | Publishing lifecycle: Draft, Published or Archived. Defaults to Draft when a new article is saved without a value. Only Published articles are listed on a case's Knowledge tab; any status can be changed to any other and publishing needs no approval. Not on the shipped forms, so an administrator adds it to the article form before articles can be published. Values: Draft, Published, Archived. |
Summary | Summary | Text | | One or two sentences on what the article answers, up to 500 characters. Shown under the title on a case's Knowledge tab, searched and matched against the case, and sent first in the email when the article is emailed to a customer. |
ViewCount | Views | Number | | Stored view count. Reading an article on a case does not increase it and nothing in the shipped product does; it can be imported or maintained by hand. The Knowledge tab lists published articles in descending order of this value. |
Visibility | Visibility | PickList | | Who the article is meant for: Internal (agent-only content) or Public (reviewed as suitable for customers). Defaults to Internal when a new article is saved without a value. It is a classification only: internal articles still appear on a case's Knowledge tab and can be emailed, so review and permissions must keep internal content from customers. Values: Internal, Public. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
DeleteEntity | Delete | Delete | DeleteEntity |
DeleteHeader | Delete | Delete | DeleteHeader |
DeleteRow | Delete | Delete | DeleteRow |
EditEntity | Edit | Edit | EditEntity |
EditInLine | Edit | EditInline | Edit in page. |
EditRow | Edit | Edit | EditRow |
New | New | New | New |
