name: Salesforce Knowledge Management Vocabulary
description: >-
  Domain vocabulary and taxonomy for Salesforce Knowledge Management,
  covering article types, publication statuses, channels, and key
  concepts used across the Knowledge API.
version: "1.0"
created: "2026-05-02"
modified: "2026-05-02"
source: https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/

terms:
  - term: Knowledge Article
    definition: >-
      A unit of information in Salesforce Knowledge that documents a specific
      topic, solution, or process. Articles are versioned, categorized, and
      published to one or more channels.
    aliases:
      - Article
      - KA
    related:
      - Article Version
      - Article Type

  - term: Article Version
    definition: >-
      A specific version of a Knowledge Article. Each time an article is edited
      and re-published, a new version is created. The current published version
      has PublishStatus of Online.
    related:
      - Knowledge Article
      - PublishStatus

  - term: Article Type
    definition: >-
      A custom layout that defines the fields available on a Knowledge Article.
      Organizations can create custom article types (e.g., FAQ, How-To, Reference)
      with specific rich text, file, and picklist fields.
    related:
      - Knowledge Article

  - term: PublishStatus
    definition: >-
      The lifecycle state of a Knowledge Article version. Online articles are
      visible to configured channels; Draft articles are in progress; Archived
      articles are retired from publication.
    values:
      - Online
      - Draft
      - Archived

  - term: Channel
    definition: >-
      The audience or interface through which a knowledge article is made
      available. Salesforce Knowledge supports four channels: App (internal),
      Public Knowledge Base (PKB), Customer Portal (CSP), and Partner Portal (PRM).
    values:
      - App
      - Pkb
      - Csp
      - Prm
      - AllChannels

  - term: Data Category
    definition: >-
      A hierarchical classification system for organizing Knowledge Articles.
      Category groups contain individual categories that can be assigned to
      articles to enable filtering in search.
    related:
      - Data Category Group
      - Article

  - term: Data Category Group
    definition: >-
      The top-level container for data categories. Organizations create
      category groups for domains such as Products, Industries, or Regions.
    related:
      - Data Category

  - term: Article Suggestion
    definition: >-
      Knowledge articles surfaced automatically based on case subject or
      description text. Used to deflect cases during creation by offering
      relevant self-service content.
    related:
      - Case
      - Knowledge Article

  - term: UrlName
    definition: >-
      A URL-friendly slug derived from the article title, used in Knowledge
      Base article URLs. Must be unique and use only lowercase letters,
      numbers, and hyphens.
    related:
      - Knowledge Article

  - term: Case Deflection
    definition: >-
      The practice of surfacing Knowledge Articles to customers or agents
      during case creation to resolve issues without creating a support case.
    related:
      - Article Suggestion
      - Knowledge Article

  - term: Translation
    definition: >-
      A localized version of a Knowledge Article in a specific language.
      Knowledge supports multiple language translations of the same article.
    related:
      - Knowledge Article
      - Language

  - term: Article Feedback
    definition: >-
      Customer or agent ratings and comments on Knowledge Articles, used
      to measure article quality and guide content improvement.
    related:
      - Knowledge Article

categories:
  - name: Article Lifecycle
    description: States and transitions in the knowledge article lifecycle
    terms:
      - Knowledge Article
      - Article Version
      - PublishStatus

  - name: Content Organization
    description: How articles are classified and organized
    terms:
      - Article Type
      - Data Category
      - Data Category Group
      - Channel

  - name: Customer Service
    description: How knowledge is used in customer support workflows
    terms:
      - Article Suggestion
      - Case Deflection
      - Article Feedback

  - name: Localization
    description: Multi-language article support
    terms:
      - Translation