Summary  
This chapter describes implementing a version-control workflow for content, including creating draft versions, publishing updates, managing multiple versions, handling archiving and deletion, and supporting an optional validation approval step.

General domain of usage  
Knowledge base content management

In Salesforce, Knowledge Articles can have unusual and frustrating workflows.  

Newbies often struggle with the **un-intuitive nature** of navigating this area, so let's break it down.  

How can you edit a published Knowledge Article?

What must be done before deleting a published Knowledge Article?

Esta é uma aula introdutória para iniciantes que nunca utilizaram um CRM antes, mas que precisarão usar o Salesforce como parte central de seu trabalho. As funções incluem analistas de negócios, profissionais de marketing, relações públicas, redatores de conteúdo e todos que possam ser requisitados a trabalhar com o Salesforce em diferentes capacidades (um profissional de marketing pode focar na qualificação de leads, outro pode se interessar pelo fechamento de oportunidades, outro pode gerenciar o cronograma de e-mails). Cada vez mais essas funções exigem conhecimento em Salesforce (ou outros CRMs), tornando-se um obstáculo para a contratação.

You'll get crystal clear on why Salesforce is such a game-changer for businesses by diving into a relatable real-world scenario. Through the story of EcoMarket Deliveries, you'll explore the common pain points businesses face without a structured CRM system—from disorganized data to missed opportunities—and discover exactly how Salesforce solves these challenges with powerful, streamlined solutions.

What is the first step to import contacts into the Service Tab?

Which Case Reason indicates the documentation needs to be worked on?

How does the Knowledge Tab help employees resolve issues?

What happens when you attach a Knowledge Article to a Case?

What happens when you save changes to a draft Knowledge Article?

Learn to navigate and customize the Salesforce interface while mastering key concepts like leads, opportunities, accounts, and contacts. Tackle real-world challenges with EcoMarket Deliveries, from adding new leads manually to bulk importing them efficiently. Gain practical skills to qualify and convert leads, moving them through the sales funnel to drive business success.

Learn to turn prospects into customers using EcoMarket strategies, understand what opportunities signify, and get hands-on with creating and editing opportunity records. Explore sales stages for revenue forecasting and discover how to associate products or services with deals to enhance your sales workflow.

Learn to set up Salesforce Service Cloud, manage cases, and leverage the Knowledge Panel for enhanced customer support.

Discover how to segment emails, apply advanced filters, and automate communications using Merge Mail. Improve response times and maintain consistency in messaging with Salesforce's built-in email optimization features.

Master Salesforce reporting and analytics by creating reports, dashboards, and leveraging data insights.

Advanced Features of Salesforce Knowledge Panel

1. How can you edit a published Knowledge Article?

2. What must be done before deleting a published Knowledge Article?

Awesome!

Advanced Features of Salesforce Knowledge Panel

1. How can you edit a published Knowledge Article?

2. What must be done before deleting a published Knowledge Article?