Enhance Service Cloud with Lightning Knowledge

Give agents the right information, at the right time, and in the right format to close cases.

• Use Lightning Knowledge to create a knowledge base for better customer service.
• Create record types and page layouts to optimize Lightning Knowledge for your business.
• Learn how search works in Salesforce Knowledge and customize your org for better results.
• Unlock the full power of Knowledge by migrating to Lightning Knowledge.
• Handle customer requests using the Knowledge-Centered Service methodology.
• Recommend articles to service agents in real time with Einstein Article Recommendations.

• Knowledge Basics for Lightning Experience
• Get Started with Lightning Knowledge
• Prepare Your Salesforce Knowledge Base
• Set Up a Simple Knowledge Base
• Lightning Knowledge Setup and Customization
• Set Up a New Kind of Article
• Configure Page Layouts and Record Types
• Set Up the Validation Status
• Configure Article and Field Visibility
• Close Cases with Articles
• Knowledge Search Basics
• Search in Salesforce Knowledge
• Choose the Best Search Options
• Set Up Search Customizations
• Make Better Decisions with Analytics
• Lightning Knowledge Migration
• Harness the Power of Lightning Knowledge
• Plan the Migration
• Perform a Test Migration to a Sandbox
• Set Up Lightning Knowledge
• Migrate into Production
• Knowledge-Centered Service with Service Cloud
• Get Started with Knowledge-Centered Service
• Manage Article States
• Set Up Lightning Knowledge for KCS Users
• Optimize Article Search and Quality Audits
• Use Evolve Loop to Improve Your Process
• Einstein Article Recommendations for Service
• Get to Know Einstein Article Recommendations
• Start Using Article Recommendations
• Improve Einstein's Recommendations