---
name: sf-service-knowledge
description: Service Cloud Knowledge strategy and implementation guidance. Use when designing article types, data categories, publication workflows, channel visibility, and knowledge-centered support operations.
disable-model-invocation: true
---
# Service Knowledge

## Use This Skill When

- Creating or restructuring Knowledge in Service Cloud.
- Improving case deflection and agent-assisted resolution.
- Defining authoring, approval, and archival controls.

## Knowledge Model

- Create article type taxonomy aligned to product and issue domains.
- Define audience and channel visibility (internal, authenticated, public).
- Use data categories for search filtering and governance.
- Add lifecycle states: draft, review, publish, retire.

## Operational Pattern

1. Capture candidate articles from solved high-volume cases.
2. Enforce article quality rubric (title, symptoms, environment, resolution, validation).
3. Track reuse, deflection contribution, and stale content.

## Deliverables

- Knowledge architecture blueprint.
- Authoring and approval RACI.
- Search relevance and deflection KPI plan.