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Business Platforms & EA · Foundational

Salesforce Knowledge

Knowledge base feature for creating, publishing and sharing articles with agents, customers and AI agents.

Definition

Lightning Knowledge uses record types on the Knowledge object, data categories for visibility, and article versions with draft, published and archived states. Articles can ground Agentforce responses.

Example

An agent attaches a published troubleshooting article to a case.

Exam tip

Data categories control article visibility; authors need the Knowledge User feature license.

Related terms