Knowledge Article

Verify that the DRTEKnowledgeArticle package by CodeyLabs is successfully installed and active in the org. You can see it listed here alongside our core DRTE package.

Next, we need to create the public-facing portal where these articles will live. Navigate to Digital Experiences -> All Sites within Setup, and click on the New button to initiate the community creation wizard.

Salesforce will present several template choices. For the highest performance and modern flexibility, select the Build Your Own (LWR) template and ensure it's the enhanced version, then click 'Get Started'.

Now, give your digital experience site a name and set up its unique URL path. For this demonstration, we'll name the site for example 'help'. Click Create to spin up the site.

Once the workspace initializes, you will see the primary management dashboard. From here, click on the Builder tile to open the Experience Builder interface so we can design the page layout.

Inside Experience Builder, click the gear icon on the left menu to open the Settings panel. Under the General tab, look for the Public Access section. Check the box that says 'Guest users can see and interact with the site without logging in' to make this a truly public website.

Directly below that public access checkbox, you will see a hyperlink for the Guest User Profile. Click this link to open the security settings for unauthenticated visitors so we can give them secure access to the articles.

To grant the necessary access to the add-on's custom elements, we need to click assigned Site Guest User configuration to prepare for permission set assignments.

Now, navigate to Permission Set Assignments for this guest user. From the available list, select DRTE Knowledge Article Guest User and click the Add button to move it to the Enabled column. Click Save. This securely exposes only the necessary knowledge components to the public.

With the security layer finalized, go back to the Experience Builder canvas. Open the Components drawer on the left side, look under Custom Components, and locate the Knowledge Base component. Simply drag and drop this component directly onto your page layout.

Return to the Experience Workspace dashboard and click on Administration. Under the Settings menu tab, locate the status section and click the Activate button to officially turn on the public URL path.

Even though the page is published, visiting the public URL right now will show an empty container with a 'No published articles available' message. This is completely expected because we haven't configured our backend content categories or data sharing rules yet. Let's fix that now.

Because Guest User access is strictly limited by Salesforce default policies, go to Sharing Settings and create a Knowledge Article Sharing Rule. Define the criteria where Status EQUALS Published, and set the 'Share with' target to the help Site Guest User profile with Read Only access. This safely routes published articles onto the public web portal while keeping drafts securely hidden.

Next, as a System Administrator, we must configure the categories and product lines that organize our data tree. Navigate back to Salesforce Setup, open the Object Manager, and locate the two main custom objects deployed by the add-on: Knowledge Article and Knowledge Article Version.

Click into the Knowledge Article object and select Fields & Relationships. To categorize our documentation, we want to locate the custom picklist fields. Let's start by clicking into the Section/Service/Product Name picklist field.

Scroll down to the Values related list for this field. Out of the box, it contains placeholder items like 'General' and 'Service'. Click the New button to append your company's actual product lines or business offerings.

For this setup, for example: we have added three new distinct values representing our core AI frameworks: Claude, ChatGPT, and Gemini. These values will dictate the high-level folders visible on our public portal.

Now, let's look at the secondary classification field. Navigate to the Category (Managed) picklist field definition on the exact same object.

Just like before, scroll to the Values list. Here, you'll define the specific type of documentation being published—such as Getting Started guides, How-To technical briefs, FAQs, Troubleshooting steps, Best Practices, or Reference documentation. These form the sub-folders in our knowledge hierarchy.

https://www.youtube.com/watch?v=uHowlstRe2o