Using Knowledge Base and Knowledge Articles in Sales Hub

(0) Share

Report

Posted on by Community Member

Is it possible to surface the Knowledge Base, Knowledge Articles, and Knowledge Search in Sales Hub like it is in Customer Service Hub? We want to use KB with Sales as a help database, product documentation database, etc in the field. They are not Customer Service reps. :) I know and understand the Context Help and Guided Tasks which are great. We will use them but I want to also use the KB for more robust detailed help and documentation.

All the documentation I read is gearing KB to Customer Service.

Thank you in advance,

~Kendra

I have the same question (1)

All responses (2)

Answers (1)

Verified answer

Wahaj Rashid 11,321 on at

Like (1)

Report
Hi,

Thank you for your query.

Normally, we use sales literature for this purpose in the Sales module:

Manage sales literature - Sales Enterprise | Microsoft Docs

I would recommend you to use the Sales Literature.

KB Articles are designed for the Service module, the search you mentioned is only limited to cases.

However, you can still enable KB Artiles for Sales Hub, this means, you can show the KB Articles in the Sales app, but they are not related to Sales Records (Opps, Orders, Quotes, etc.).

To list KB Articles in the Sales Hub, here are steps to follow:

Open the Sales Hub app in the App Designer.

On the right-hand side, Click on Artifacts -> Entities.

Search for Knowledge Article and select Knowledge Article entity.

Save the app.

Next Edit the Site Map.

Add a new Sub-area under Service (or you can add a separate Area if you would like to).

Select type Entity and choose Knowledge Article option under entities.

Save the Sitemap, and then Save and Publish the App.

Now refresh Sales Hub, and you see KB Articles under the Service section.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thank you Wahaj - this is very helpful. And thank you for the step by step. :)

I am glad to have the KB Articles and I used the same principal you gave and put a Knowledge Search in the Sales Hub app. Voila! Perfect! That's what I wanted. I would like to have more contextual help, but they will have that with the Guided Tasks.

Was this reply helpful? Yes No