Definition
In Salesforce Knowledge, an article version that has been published and is live and available to users through the channels it was configured for (internal app, customer portal, or public knowledge base).
Real-World Example
Consider a scenario where a customer success manager at CloudNine Solutions is working with Published Article to streamline support operations and reduce the backlog of unresolved customer issues. With Published Article in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Published Article Matters
In Salesforce Knowledge, a Published Article is an article version that has been published and is live and available to users through the channels it was configured for (internal app, customer portal, or public knowledge base). Articles go through a publishing workflow: draft, review, publish, with publishing being the step that makes the article visible to its intended audience.
Publishing is the key state transition in Knowledge workflows because it's what makes an article visible to real users. Mature Knowledge programs enforce publishing discipline: articles shouldn't be published until they're ready, and outdated articles should be unpublished or updated. Publishing analytics (views, feedback, ratings) help identify which articles are most valuable and which need attention.
How Organizations Use Published Article
- •CloudNine Solutions — Maintains publishing discipline with review cycles before articles go live to customers.
- •BrightEdge Solutions — Tracks published article performance through views and feedback to identify high-value content.
- •ShieldGuard Security — Unpublishes outdated articles during quarterly content reviews rather than leaving stale content visible.