Summary  
This chapter covers implementing a content management workflow for creating and formatting structured articles, including CRUD operations, auto-generated fields, rich-text handling, visibility flags, and draft versus publish versioning.  

General domain of usage  
Knowledge base management

The **Knowledge Tab** in **Salesforce** is a **versatile tool** designed for **two main purposes**.  

First, it's an **Internal Knowledge Base** that stores **Standards of Practice (SOPs)**—technical guides that help employees **resolve customer issues**.  

**Example**: if **Alex Martin** reports **missing items in a delivery**, employees can consult a **step-by-step guide** from the **Knowledge Tab** to address the issue.  

Second, it can also act as a **Public-Facing Knowledge Base**, serving as a **self-help resource** for customers by providing **tutorials, troubleshooting guides, and FAQs**.  

**Example**: **DoorDash's help articles**, such as **"How to View Your Gift Card Balance,"** are built in **Salesforce** and published as part of their **public support site**.  


The **Knowledge Tab** is an essential tool for managing both **internal SOPs** and **public-facing resources**. By creating well-structured articles, teams can efficiently resolve customer issues and empower customers to find answers independently. 

What are the two main uses of the Knowledge Tab in Salesforce?

When creating a Knowledge Article, what happens if you check "Visible to Customer"?

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Salesforce Knowledge Panel

1. What are the two main uses of the Knowledge Tab in Salesforce?

2. When creating a Knowledge Article, what happens if you check "Visible to Customer"?