Knowledge Articles
Salesforce Knowledge lets us create and manage our company information and securely share it when and where it is needed. The Salesforce Knowledge base is built from knowledge articles, which are documents of information.
Articles can include information on processes, like how to reset your product to its defaults, or frequently asked questions like, how much storage your product supports. Experienced service agents and internal writers(like any individuals with solutions) write the articles. The articles are then published to a range of channels: internal databases, customer and partner communities, or public websites, so, customers can access the proper solutions to their problems.
To use Knowledge articles first, we have to enable it from the service setup and then we have to add it to the case page layout from the edit page.
