Knowledge articles and other Experience Cloud features in a store
Key Takeaway
To show Knowledge articles in a store's site, give users Read access through permission sets and give each article a topic.
Knowledge articles are short, reusable answers to questions that buyers often ask. Experience Cloud sites can expose Salesforce features such as Salesforce Knowledge, case feeds, and Chatter Questions to site members, so buyers can find answers on their own. To show articles in a site, you need the right licenses, Read access for users, and a topic on each article.
Knowledge articles in a store
Commerce knowledge articles hold answers to common questions from shoppers or buyers. An article can be an FAQ, a blog post, or a supported guideline.
Articles reach buyers in two ways. A customer service representative can share an article directly with a customer. You can also work with a developer to embed articles in the store.
A store sells replacement parts for commercial kitchen equipment. The admin publishes an article that explains how to find the right door gasket for each oven model. When a buyer calls to ask about gaskets, a customer service representative shares the article directly with the buyer. A developer also embeds the article in the store, so the next buyer with the same question can read the answer without calling.