Knowledge360: knowledge base and articles
Turn company knowledge into articles: FAQs, solution documents and automatic article suggestions on cases.
What is it for?#
Knowledge360 is your org's knowledge base: product documents, FAQs, internal procedures and solution articles live here. The goal is to entrust knowledge to the system, not to individuals.
Creating an article#
- Go to Knowledge360 > Articles and click New.
- Enter a title, category and content; the content supports rich text.
- Publish the article: published articles appear in search and in suggestions.
Service integration#
The strongest side of Knowledge360 is how it works with Service360: the Suggested Articles card on the case page automatically lists articles matching the case subject. The support team picks from the card instead of hunting for the answer.
For a healthy knowledge base#
- Write short, single-topic articles; phrase the title the way a customer would ask.
- Keep categories simple: 5 to 8 categories are enough for most orgs.
- If a case arrived twice, write its article: let the third one be solved by search.
- Update articles as the product changes; a knowledge base is only as valuable as it is current.
Enabling it and the package#
Knowledge360 is enabled from the Marketplace as an add-on (50 € per month, per organization). Click its card and press Enable: there is no install, download or waiting, the app opens within seconds. The price is per organization rather than per user, and billing is annual (see Pricing).
Where does it appear once enabled?
| Where | What you see |
|---|---|
| App launcher | A Knowledge360 tile in the grid menu at the top left; this is how you move between apps |
| Tab bar | Home, Accounts, Contacts, Tasks, Calendar, Articles, Files, Reports, Dashboards |
| App home page | a search box, Today Panel, Object Inventory and Watch List sections |
| Objects | The Article objects open up. In the Object Manager you can add your own fields and picklists to them |
| Reports and dashboards | The new objects join the object list in the Report Builder, and standard reports and dashboards open from the app's last tabs |
| Automation | The flow canvas, scheduled flows, validation and assignment rules can now select these objects |
| Search, data and access | The new objects appear in global search results, in import and export screens and in the sharing rules list |
| Page layouts | This app's home page joins the list under Setup > Page Layouts: you can hide sections or reorder them |
| Settings | There is no separate settings card; categories are managed from the article record and the publication state (Draft, Published, Archived) is a field on the article. |
| With Service360 | Article search and attach-article appear on the case page |
| With Portal360 | Published articles open up to portal users, so they find the answer before opening a case |
What happens if you turn it off?
Turning it off is also one click in the Marketplace. Tabs, records, report and search results disappear, and object pickers are filtered too, so the team cannot accidentally pick an object from a disabled app. Data is not deleted, it goes to sleep: when you enable the app again every record comes back exactly as you left it.