SolarTech Solutions is configuring Salesforce Knowledge access and visibility for different user groups across their service organization. Match each business role requirement on the left to the corresponding Salesforce Knowledge administrative configuration required on the right.
- Tier 1 Helpdesk Agents must only view articles tagged under the 'Residential Hardware' branch of the 'Product Catalog' Data Category Group.Configure Data Category Visibility for the role or profile to 'Custom' and select the 'Residential Hardware' category node.
- External Certified Installers accessing published articles via Experience Cloud must be prevented from seeing internal agent fields and draft articles.Set Article Channel Visibility to enable the 'Customer' channel and configure field-level security for internal content.
- Compliance Managers require full capabilities to create, edit, publish, and archive Knowledge articles across all record types.Assign a Knowledge User feature license on the user record alongside object permissions and article management permissions.
Answer
Tier 1 Helpdesk Agents match with Custom Data Category Visibility settings; External Certified Installers match with Article Channel Visibility configurations; Compliance Managers match with assigning a Knowledge User feature license and article management permissions.
Each business requirement aligns with a specific Salesforce Knowledge feature: Data Category Visibility governs category-based record access, Article Channel Visibility regulates portal exposure, and the Knowledge User feature license enables article lifecycle actions like publishing and archiving.
Step-by-Step Solution
Key Concept
Salesforce Knowledge Security, Data Category Visibility, and Feature Licensing
Estimated Time:2m 0s