Authors create a Knowledge article from the Knowledge app or the Article Manager. The flow below covers a single new article from blank draft to a published version visible in the right channels. You need the Knowledge User feature license and create permission on the relevant record type.
- Open Article Manager and click New
From the App Launcher, open the Knowledge app and go to Article Manager. Click New, then pick the record type (for example FAQ or Procedure). The record type sets the page layout and the body fields you will fill in.
- Write the Title, URL Name, and Body
Give the article a clear, search-friendly Title that matches how customers phrase the problem. Set a stable URL Name, since it appears in permalinks. Write the rich-text Body and any summary field the layout includes.
- Assign Data Categories and channels
Tag the article to the right data categories so it appears in the correct browse paths and respects category group visibility. Set the channels (Internal App, Customer, Partner, Public Knowledge Base) for every audience that should see it.
- Submit for review or publish
Save the draft, then either submit it into your approval process or publish it directly if you have permission. Publishing moves the version to Online. Editing later creates a new draft and leaves the live version up until you publish the change.
The headline shown in search results and the sidebar. It is the single biggest driver of whether the article gets found, so write it in the reader's words.
The unique, URL-safe identifier used in the article's permalink. Keep it stable, since renaming it breaks every inbound link from cases, emails, and external sites.
Chosen at creation, it determines the page layout and the body fields available. It replaces the old Classic article types.
The rich-text content of the answer. Layouts can define more than one body field, so fill the ones your record type exposes.
- Channel visibility is the most-missed setting. An article published only to Internal App will never appear on the customer Help Center.
- Editing a published article creates a new draft, it does not change the live version until you publish again. Do not assume the customer sees your edit immediately.
- Data category group visibility can hide an article from a user even when the channel is correct, check both when troubleshooting access.
- Authoring needs the Knowledge User feature license. A profile permission alone is not enough.