Knowledge Agent setup is a permission-set assignment plus training. The hard part is the editorial program, not the technical config.
- Enable Salesforce Knowledge
Setup, Knowledge Settings, enable. Configure Article Types and Data Categories.
- Assign Knowledge User license
Each Knowledge Agent needs a Knowledge User feature license. Setup, Company Information, confirm available licenses, assign per user.
- Grant Knowledge Agent permissions
Use the Knowledge User permission set (or build a custom one) granting Manage Articles, Create Articles, Publish Articles, and Translate Articles.
- Configure approval workflow
Build an Approval Process for the article-publication flow. Most orgs require manager approval before Published.
- Set up translation workflow if multilingual
Configure Translation Workbench targets. Stand up in-house or vendor translation queues.
- Train the Knowledge Agents
Walk agents through the authoring tool, the categorization taxonomy, the voice and style guide, and the publication-approval workflow.
- Knowledge User is a feature license separate from the standard user license. Confirm available allocation before assigning.
- Without an approval workflow, anyone with Publish permission can put articles in front of customers. Build the workflow before granting broad Publish access.
- Channels control visibility independently of permissions. A public article tagged Public channel is visible to anyone on the self-service portal, even if Salesforce-side permissions are restrictive.
- Multilingual Knowledge requires translation infrastructure. Standing up a single-language Knowledge base and adding translation later is a major project, not a switch flip.