Set Up OmniScript to Work with Salesforce Knowledge

What is Salesforce Knowledge? Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base (KB) inside of Salesforce — a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers to solve their own queries.
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In this article, we will be setting up a basic omniscript with a step that contains Salesforce Knowledge.

Activating Knowledge in your org

Before we start creating articles and integrating it with our OmniScript, we need to make sure if our org has Vlocity installed on it.

1. To activate knowledge, go into “Service Setup”

2. Click on “View All” and then select “Knowledge Setup”

3. Click “Start” and then click “Next”, and then “Next” again.

4. Select “Let’s Go” and that will open up the Knowledge article page.

Creating sample Knowledge Articles

Let’s create a sample article for a common FAQ asked by the users. For example — our users would want to know “What is GitHub?”

1. On the left-hand side, click on the App Launcher and search for “Knowledge” (you will be able to see it assuming the previous steps have been completed)

2. On the right-hand side — click on “New”

3. Fill out the article — an example is shown below

4. Save the article once you are done. It would look something like this.

5. On right-hand side, you would see a “Publish” button. Click that to change the status of article from Draft -> Online (or Publish)

Setting up your OmniScript

1. In your omniscript, create a Step with name and Field label “KnowledgeSearch” as shown below.

2. Go to properties of the step -> Knowledge Options -> Enable Knowledge

3. Go to step setup -> Knowledge Options and fill it as shown below

Field API Name is set as Title, namespace__richText__c,Summary

OmniScript in Action

After setting up the step, click on “Preview” and search for github in your textbox and click enter. You should be able to see the article coming up as a suggestion.

This is the end of the article. Since this was to help you get started with Knowledge, I kept the use case simple. Refer to some of the links in next section that will help you with modifying the properties according to your specific use case.

Some other helpful resources that will help you understand Salesforce Knowledge

1. https://trailhead.salesforce.com/content/learn/modules/lightning-knowledge-basics/set-up-a-simple-knowledge-base
2. Set Up OmniScript to Work with Salesforce Knowledge
3. Enable Salesforce Knowledge for Health Cloud
4. https://trailhead.salesforce.com/content/learn/projects/set-up-salesforce-knowledge/configure-salesforce-knowledge