Configuring Knowledge Settings is a one-time activity during the Service Cloud rollout. Enable Lightning Knowledge, pick the default language, decide on multilingual support and voting, and align with legal on tracking before enabling.
- Open Knowledge Settings
Setup, Quick Find Knowledge Settings, click the link. The page has multiple sections covering the master enable, language, voting, and search.
- Enable Lightning Knowledge
Check Enable Lightning Knowledge. The action is irreversible. Practice in a sandbox before flipping in production.
- Set the Default Knowledge Language
Pick the primary language for new articles. en_US, en_GB, fr, es, ja, others. Once articles are published, the default is sticky.
- Enable Multiple Languages if needed
For multilingual orgs, check Enable Multiple Languages. Add the secondary languages. Each adds a translation lifecycle to articles.
- Enable Article Voting
Check Enable Article Voting if the team wants user feedback signal. For public-facing voting, also check Allow Voting from Public Knowledge Base.
- Confirm view tracking is enabled
Confirm view tracking is on for ranking and content-gap analysis. Coordinate with legal in GDPR-impacted regions before enabling.
- Configure search highlights and synonyms
Setup, Search, Search Highlights, enable. Setup, Search, Synonym Groups, build initial synonym sets for internal terminology.
- Save and verify in the Knowledge UI
Save changes. Open the Knowledge app, create a test article, confirm the lifecycle, voting, and search highlights behave as expected.
One-way toggle that activates the entire Knowledge feature. Cannot be reversed in new orgs.
Master language for new articles. Sticky after articles are published.
Unlocks the translation workflow. Required for any multilingual deployment.
Allows users to vote articles helpful or not helpful. Feeds ranking signal.
Captures per-article view counts on KnowledgeArticleViewStat. Drives ranking and content-gap analysis.
Controls whether the Help Center exposes articles to non-authenticated users.
- Enabling Lightning Knowledge is one-way. The decision cannot be reversed in new orgs. Test in a sandbox before flipping in production.
- The Default Knowledge Language is sticky after articles publish. Changing it later does not retroactively change existing articles.
- Enabling Multiple Languages adds the translation lifecycle to every article. Existing articles do not auto-translate; the workflow only applies prospectively.
- Public anonymous voting can be spammed. Enable CAPTCHA or rate-limiting before exposing the vote button to the public Help Center.
- View tracking has privacy implications in GDPR regions. Consult legal before enabling in EU-based deployments.