Manual sharing Manual sharing is the ability for a record’s owner to give access to that record (and also other related records) to other users who are not necessarily included in their hierarchy. If you give another user access to an account record, that user would be able to access cases and opportunities. At the…

Working with sharing rules Like any other sharing method other than OWD, sharing rules cannot restrict access to records. To create a new sharing rule, go to Setup | Security | Sharing Settings, choose an object in the Sharing Rules section, and click the New button: There are two different kinds of sharing rules: Criteria-based…

Managing data categories In the previous sections, we looked at how we can limit access to Knowledge with object-level security, field-level security, and record types through profiles and permission sets. If we want to restrict access to specific articles in a more granular way, we need to use data categories. By using these, we can…

Handling articles Knowledge home is a simple object list page where we can configure list views, as we do with any other object. To access this page, click on App Launcher and look for Knowledge. Click on a specific article (or create a new one) to access the article record page: Article view From here,…

Setting up Salesforce Lightning Knowledge The easiest way to set up Salesforce Lightning Knowledge is by using the Lightning Knowledge Setup flow, which is accessible from Settings | Service Setup | View All | Knowledge Setup: Lightning Knowledge Flow activation This wizard executes the following actions: After completing the wizard, go to Setup | Object…

Service Cloud Applications In the previous chapter, we learned how our business can leverage Salesforce sales capabilities to enhance our chances of closing a deal. When a deal is made, we need to build a strong relationship with our customers using our platform features. This is known as Customer Relationship Management (CRM). What’s CRM without…