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Andrea SloanAndrea Sloan 

Knowledge object

If I grant one user a knowledge license by checking this feature off under User Profile, will all other users also have hte ability to just READ the articles that this one user with the license creates? The business team is wanting to use up one license for the user who will be creating and editing the articles but they want other team memers to have the ability to read them but wiithout using a Knowledge license. They are all Sales platform users. Is his possible? It appears that one of my users was able to access knowledge in a sandbox by simply I giving acess through a license to another user.

Also, we have another team who currently uses Knowledge. How do I create sharing rules for this object to make sure object is private and that articles could only be accessed by desired team and not another set of users? I don't see sharing rules in this objec.t
Best Answer chosen by Andrea Sloan
Mikey BrownMikey Brown
Hi Andrea, 

Sorry for any confusion! I've tried to break out everything more clearly below for those who should incur a license, and all other users who should only see articles.

For the single user that should have full access use 1 Knowledge License, this user should have the following permissions. 

On the user's user record (not their profile or permission set), they will need the following permission assigned
  • Knowledge User: This assigns the Knowledge License
This user would also need the following permissions assigned either at their profile or via a permission set
  • Allow View Knowledge: Read and search published knowledge articles
  • View Draft Articles: Read and search draft knowledge articles
  • Manage Articles: Allows create, edit, and delete access of articles
  • Publish Articles: Ability to publiish an article
  • Archive Articles: Ability to archive an article 
  • Create, Read, Edit, Delete permissions on the Knowledge Object
  • View access to the Knowledge Tab
  • If you use record types on the Knowledge object, this user will need access to those record types
  • The user will need access to any data categories they should assign to the Knowledge Article
For all other users that only need read access to articles, they will need the following permissions assigned on their profile or via a permission set:
  • Allow View Knowledge: Read and search published knowledge articles
  • Read access to the Knowledge Object
  • Access to any data categories assigned to articles they should see

I hope that helps, but just let me know if you have any questions on anything and I'd be happy to elaborate. Thanks!


 

All Answers

Mikey BrownMikey Brown
Hi Andrea, 

This should be possible. You shouldn't need to incur a Knowledge license just to view articles. You only need to assign licenses if you want users to create and manage articles. 

If you go to your users' profiles and enable the User Permission Allow View Knowledge, this will allow users to view publiished articles. I would just double check if the Salesforce Platform profile has this permission available.

In regards to your 2nd question, unlike other objects, Knowledge uses data categories rather than Sharing Rules. When publishing articles, you can assign a Data Category, and then on your roles and profiles, you can specify which data categories users have access to: https://help.salesforce.com/articleView?id=category_whatis.htm&type=5

For the users already using Knowledge, you can restict access to those data categories so that the new users onboarding onto Knowledge do not see those articles. 

Thanks,
Mikey

 
Mikey BrownMikey Brown
Oh, and 1 more thing. In order for your users to see the articles once they are published, the article will need to be published in the appropriate channel. There are several checkboxes available on an article: 
  • Visible in public knowledge base
  • Visible to customers
  • Visible to partners
  • Visible in internal app
You will want to make sure the last checkbox (Visible in internal app) is checked.
Andrea SloanAndrea Sloan
Our articles will all be for internal purposes so I guess the last option is the right one.
If I select ALLOW VIEW KNOWLEDGE under the user's profile, that means that those given users can view hte knowledge and I gues it wold be the knowledge enclosed by the "Categories" assigned to them only. So even if I chekc this off (which we do have available), this will not incure a knowledge license then, correct? So what about the user that does need to create and edit hte articles, how do I grant that user htat access?
So access is granted based off of data categories but what if hte creator forgets to tag the article to a data category? Also, can I restrict the data categories that hte creator can select from to ensure they don't choose a category belonging to our other team?
What if my existing users from a different team  currently using Knowledge haven't been selecting anything for categories until now? Does that mean the new group will see all their records by deault?
 
Mikey BrownMikey Brown
Hi Andrea, 

That's correct. If Knowledge articles are only for your internal users, you would just need to check the Visible in Internal App checkbox on the Article. 

And that's correct. Checking Allow View Knowledge will not incur a Knowledge license.

You will only incur a Knowledge License if you check the Knowledge User checkbox on their user object. This is what you would want to check for the user who will be creating the articles. You will also need to make sure that user has the Manage Articles permission. You could assign that permission on their profile. Even though other users on that profile would then have this permission, they still wouldn't be able to edit Articles, and they wouldn't incur a license unless you checked the Knowledge User checkbox on those users' user record.

Thanks,
Mikey
Mikey BrownMikey Brown

To answer your questions about data categories, I'd thought I'd put it in a separate answer because it may get a little length. 

1. Data Categories can be applied at any time. So if a user forgets to add them, you can always go back and add them. There is a related list called Data Categories on the Article layout that lets you add 1 or more data category. That said, you can only add data categories to Draft Articles. If you have a published article that is missing data categories, you would just need to create a new version of that article, add the appropriate data category(s), and then republish it. 
 

2. You can restrict which data categories the publisher can set. In Setup there is a Default Data Category Visibility, where you can specify the default visibility settings. Once you create data categories, there is a related list on your roles, profiles, and permission sets called Data Category Visibility that lets you further refine access. This lets you specify which data categories users have access to, so you can use this to open access up or lock it down as needed. 

3. If the current articles do not have data categories, then they would visible to everyone. You would need to go back and assign data categories to those articles in order to prevent them from being visible to everyone. 

What I would recommend is setting up 1 or 2 data categories to do some testing and get a feel fore the access. I'd be happy to help you draft what that data category setup would look like as well if you have an idea of what data categories you want to use. 

Thanks!
Mikey

Andrea SloanAndrea Sloan
Thanks, Mike. I'm trying to search the object and while I see category, I don't see an object called Data Category. I wantedto pull it up to see whether the existing team had already entered any data categories in this object. But I can't seem to pull up this object to insert it on my screen as a tab and create a View All list view. Any thoughts, whether it's called Data Category or just Categrory?
Andrea SloanAndrea Sloan
Mikey - can you also calrify the following that you had said  "3. If the current articles do not have data categories, then they would visible to everyone. " When you says "everyone' do you literally mean all our Salesforce users or all the Salesforce users that have access to the Slaesforce object? So is one of my steps to grant access to all of my users (profiles) to the Knowledge object?
Andrea SloanAndrea Sloan
Are differnt page layouts also based on associating them to different record types when it comes to the Knowledge object so that each team could have its own page layout design?

 
Mikey BrownMikey Brown
Hi Andrea, 

Unlike other objects, data categories are accessed in the Setup menu. You can go to Setup -> Data Category Setup. 

If you don't see that option under setup, you might need to check the Knowledge User checkbox on your User record. 

Thanks,
Mikey
Mikey BrownMikey Brown
To clarify on the note: If the current articles do not have data categories, then they would visible to everyone. 

Rather than applying to every user in your org, these articles would only be visible to users who have the appropriate permissions, meaning that the user has:

1. The user permission: Allow View Knowledge
2. The user has at least read permission to the Knowledge object. (I forgot to mention this previously, but in order to see articles, you will need Read access to the Knowledge object in addition to the Allow View Knowledge permission)

As long as users have these permissions, they will be able to see articles without a data category. 
Mikey BrownMikey Brown
To your last question, different page layouts are assigned by record types, which is consistent with other objects. The knowledge article allows you to create a record type for different types of articles, allowing you to have separate page layouts and fields for those record types.

Thanks,
Mikey
Andrea SloanAndrea Sloan
Hi Mikey:
Thank you for your clarification. I am a bit confused on one of your answers which seems to contradict one of yesterday's clarifications:

You had mentioned yesterday that if I only want one user to have the ability to edit articles then only that one user is required to have "Allow View Knowledge" checked off on their user profile and I would only consumer one Knowledge license even if 100 others were to just read the articles.
So how do I get the other 100 user to just have the ability to only read the articles within my new team? Is it just by way of granting them 1. READ to knowledge object and 2. Assign their profile to the articles category?

And second question. are you confirming that in order to read article that DON'T have a category assigned, then the only combination of scenario where this would happen is if the user has BOTH "Allow View Knowledge" AND at least READ permission to the knowledge object? Must both conditions be true for them to be able to see articles that are not assigned to any category or must at least one of the two conditions be true? In other words, if I am only assgning one user to "Allow View Knowledge" then only that one user will be able to see the existing team's Knowledge articles that are not categorized because the other 100 user would ONLY have READ only access to the Knowledge object and nothing else, correct?

Finally, our existing team that has Knowledge has tons of article but had never assigned categories. This will now create an issue since who has time to be republishing all the existing articles with categories. Is there a quick way of achieving this to obtain the wanted security now that I'll be adding a competing team?
Mikey BrownMikey Brown
Hi Andrea, 

Sorry for any confusion! I've tried to break out everything more clearly below for those who should incur a license, and all other users who should only see articles.

For the single user that should have full access use 1 Knowledge License, this user should have the following permissions. 

On the user's user record (not their profile or permission set), they will need the following permission assigned
  • Knowledge User: This assigns the Knowledge License
This user would also need the following permissions assigned either at their profile or via a permission set
  • Allow View Knowledge: Read and search published knowledge articles
  • View Draft Articles: Read and search draft knowledge articles
  • Manage Articles: Allows create, edit, and delete access of articles
  • Publish Articles: Ability to publiish an article
  • Archive Articles: Ability to archive an article 
  • Create, Read, Edit, Delete permissions on the Knowledge Object
  • View access to the Knowledge Tab
  • If you use record types on the Knowledge object, this user will need access to those record types
  • The user will need access to any data categories they should assign to the Knowledge Article
For all other users that only need read access to articles, they will need the following permissions assigned on their profile or via a permission set:
  • Allow View Knowledge: Read and search published knowledge articles
  • Read access to the Knowledge Object
  • Access to any data categories assigned to articles they should see

I hope that helps, but just let me know if you have any questions on anything and I'd be happy to elaborate. Thanks!


 
This was selected as the best answer
Mikey BrownMikey Brown
In regards to your 2nd question. I believe the scenario you described is true in that you have to have both access to the knowledge object and the allow view knowledge permission in order to see uncategorized articles.  I haven't tested these scenarios myself, but, from my understanding the following would happen:

Scenario 1: User has Allow View Knowledge permission and Read access to the Knowledge object:
  • User is able to see all articles without a data category assigned
Scenario 2: User has Allow View Knowledge but does not have any access to the Knowledge object:
  • User is unable to see any articles
Scenario 3: User has Read access to the Knowledge object, but does not have Allow View Knowledge:
  • User is unable to see any articles
Mikey BrownMikey Brown
Finally, it is possible to assign data categories in bulk, but it's not super straight forward. I'm not sure if you're familiar with Data Loader, but it allows you to import data from a CSV to Salesforce to create records. You can use this tool to insert Data Categories to articles. 

This article is a bit outdated and refers to some items in the classic version of Knowledge which is no longer used. That said, it should still be able to provide some context. Just let me know if you have any questions on this too. Thanks!
Andrea SloanAndrea Sloan
Thank you, Mikey for all your clarifictions Now I am all clear and good to go to provide the correct instructions to my team. You've been a great help! If I have any future questions how do I reach you directly in the community?
Mikey BrownMikey Brown
Hi Andrea, 

No problem! I'm happy to help. I think the key here would be to take it one step and a time and just test with a couple of users. For example, I would create a permission set that contains the following:
  • Allow View Knowledge
  • Read access on the Knowledge object
If you then assign that permission set to a user, you can then confirm if they can search for and see existing published articles that do not contain any data categories. 

As you go about assign data categories, you could then assign data categories to that permission set to further test. This would let you confirm whether the data category visibility is working as expected. 

If you have any questions, you can either reply directly to this thread. Or, if you're following me on Chatter, you should be able to message me directly at which I would also receive an email. 

Thanks!
Mikey
Andrea SloanAndrea Sloan
Hi Mikey:
To my surprise - I just saw in Shared Settings that Knowledge does allow you to create Shared Settings. So in that case then what's the difference in terms of limiting the record visibility between the new and the old teams in shared settings versus having to create data categories to do this?