Salesforce Knowledge Enhancements

The content below includes images and transcript snippets from the Salesforce Winter ’14 Release Training Materials.

To learn more about the Winter ’14 release enhancements you can read the full 
Winter ’14 Release Notes.

Full Salesforce license users no longer need a Knowledge user license to view articles. They can search and view articles, and attach articles to cases based on their Read permission for each article type.

Only full CRM users who create, edit, delete, or publish articles need a Knowledge add-on license and related permissions.

The Articles tab is now called Knowledge.

Image courtesy: Salesforce

Administrators can now include 9 more types of custom fields to article types - like lookups, checkboxes, dependent pick lists and URL fields.

Image courtesy: Salesforce

You can now easily insert a cross-reference between two articles using the Smart Link HTML plug-in.

Image courtesy: Salesforce

The Chatter feed is available on the article toolbar, allowing users to post and comment on the feed, see an article score and rate an article - all before an article is even published.

Image courtesy: Salesforce

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