Enterprise Salesforce Service
Navigating one of the largest universities in the nation can be difficult for students (and faculty and staff, too). With more than 1,800 published Knowledge articles, ASU Salesforce Knowledge Base is a university-wide FAQ platform in which Sun Devils can swiftly find consistent answers and easily access ASU information.
Students
Can visit the “Help” tab on My ASU to discover unit-specific articles drafted by Knowledge Managers from across the university about policies, procedures and other critical information.
ASU staff
Can access Salesforce Knowledge articles from the Salesforce platform via the Global Search at the top of the screen after logging into the Salesforce user interface.
Follow these steps to complete training and gain access to Salesforce Knowledge Management:
Fill out this form to request individual user access.
Complete the FERPA and Salesforce Knowledge Management training to create and approve articles in ASU’s Knowledge Base.
Wait 2-3 business days for a Data Trustee to approve the role.
An email will notify you upon approval and access to Salesforce Knowledge Management.
ASU departments that submit Knowledge articles for publication.
Published Knowledge articles available online.
ASU Knowledge Managers who write articles.
ASU Salesforce Knowledge article views since 2014.
*According to data retrieved from ASU’s enterprise Salesforce org in June 2025.
Complete a general search in both Published and Draft articles within the Knowledge Base to confirm if an article has already been on the same topic.
There is a workflow process in place for every article to ensure it is appropriately reviewed, approved and published by all necessary parties. This process guarantees the accuracy and usefulness of information contained in Knowledge Base articles.
You can review your article’s progress in the workflow by clicking on the article’s name in the Article Management object. After you click the name, scroll to the very bottom of the page to review the status. You can see the overall status on the right side of the page.
The new answer should be ‘Yes, while Salesforce Knowledge articles are currently viewable in both Salesforce Classic and Lightning, Knowledge Managers must toggle to Salesforce Lightning to write or edit Knowledge articles’.
Reach out to the SSI Salesforce team if you’re interested in catalyzing student engagement in your unit with a consultation or have questions about any of the Salesforce products.
Liz Ford
Business Analyst Associate
Carolyn Fox
Business Analyst Senior
Aaron Garriss
Director
Crystal Gustavson Miller
Director
John Kozel
Assistant Director
David Whitaker
Director