How to edit information in the knowledge base
Editing information in Salesforce Knowledge is not immediate: published articles cannot be modified directly. You must first create an edit draft, make the changes, and then republish it. This process requires Service Cloud and takes around 20 minutes. In Teeo, you tell the assistant what to change and the update happens instantly.
How to do it in Teeo
“Edit in the knowledge base: the entry about [topic] should now say [new information]”
The entry is updated in the knowledge base immediately.
How to edit information in the knowledge base in Salesforce: step by step
Requirements
- ·Published articles in Salesforce Knowledge cannot be edited directly. You must create a draft version before making any changes.
- ·The editing flow follows a version cycle: the published article remains active until the new draft with changes is published.
- ·If the article is assigned to an approval process, changes must be approved by a reviewer before they can be published.
Log in to Salesforce
Go to login.salesforce.com and enter your credentials. You need an active Service Cloud license to access Salesforce Knowledge.
Open the App Launcher and navigate to Knowledge
Click the grid icon (App Launcher) in the upper left corner. In the search box, type 'Knowledge' and select the application from the results.
Find the article you want to edit
In the main Knowledge Articles view, use the search bar or filters to locate the article you need to edit. You can filter by 'Published' status to see only active articles.
Open the article
Click the article title to open its detail view. You will see the current published content and the available management options.
Create an edit draft
Click the 'Edit Draft' button if a draft already exists, or 'Create Draft' if the article does not have one. This creates an editable copy of the article without affecting the currently published version visible to users.
Edit the article content
In the draft editor, make the necessary changes to the title, body, categories, or any other field. The rich text editor allows you to modify formatting, add images, and update links.
Save the changes
Click 'Save' to save the draft with your changes. The article is not yet published; changes are saved as a pending draft.
Publish the updated article
Click the 'Publish' button to replace the previous version with the updated draft. Confirm the action in the dialog. The article is published with the new changes immediately.
Frequently asked questions
Can you edit a published article directly in Salesforce Knowledge?
No. Salesforce Knowledge does not allow editing published articles directly. You must first create a draft (Edit Draft or Create Draft), make changes to the draft, and then publish it to replace the previous version.
How many steps does it take to edit information in the Salesforce knowledge base?
There are 8 steps: log in, navigate to Knowledge, find the article, open it, create an edit draft, edit the content, save the draft, and publish. The process takes approximately 20 minutes.
What is the fastest way to edit the knowledge base?
With Teeo you only need to write a message indicating which entry to edit and what the new information should be, and the update happens immediately without creating drafts or republishing articles.