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Flow Name: Publish Knowledge Article and Send Notifications to Support Staff

Last Updated: 2025-10-22 Source Code: Publish_Knowledge_Article_and_send_notifications_to_Support_Staff.flow-meta.xml

API Name: Publish_Knowledge_Article_and_send_notifications_to_Support_Staff Status: Active Type: Custom Trigger: Manual/Screen Flow (invoked from Knowledge Article record)

Business Purpose

Streamlines knowledge article publication and team notification by providing interface to publish articles immediately or schedule future publication, then automatically notifying support staff of the update to maintain team awareness.

Process Flow

  1. Retrieves Knowledge Article Version details
  2. Presents screen with publication options (Publish Now or Schedule)
  3. User selects option and optionally enters future date/time
  4. Publishes article immediately or schedules for future publication
  5. Queries for support staff permission sets (Regular_Admin and Super_Admin)
  6. Gets users assigned to support staff permission sets
  7. Excludes article author from notification list
  8. Sends custom notification to support staff with article link
📊 Click to view Process Flow Diagram 
flowchart TD
    Start([Start: Manual Invocation]) --> GetArticle[Get Article Details]
    GetArticle --> Screen[Display Publication Options]
    Screen --> Decision{Publish Now<br/>or Schedule?}
    Decision -->|Now| PublishNow[Publish Article Immediately]
    Decision -->|Schedule| PublishScheduled[Schedule Publication]
    PublishNow --> GetPerms[Get Support Permission Sets]
    PublishScheduled --> GetPerms
    GetPerms --> GetUsers[Get Assigned Users]
    GetUsers --> Exclude[Exclude Article Author]
    Exclude --> Notify[Send Notifications]
    Notify --> End([End])

    style Start fill:#e1f5ff
    style GetArticle fill:#e1ffe1
    style Screen fill:#fff4e1
    style Decision fill:#fff4e1
    style PublishNow fill:#ffe1e1
    style PublishScheduled fill:#ffe1e1
    style GetPerms fill:#e1ffe1
    style GetUsers fill:#e1ffe1
    style Exclude fill:#fff4e1
    style Notify fill:#ffe1e1
    style End fill:#e1f5ff

Key Business Rules

  • Supports immediate publication or scheduled future publication
  • Scheduled publications must have future date/time
  • Notifies users with Regular_Admin_IT_Support_with_HR_cases_ticket or Super_Admin_IT_Support_with_CRUD_Access permission sets
  • Excludes article author from receiving notification
  • Uses Knowledge_published_Notification custom notification type

Dependencies

  • KnowledgeArticleVersion object
  • PermissionSet object with specific admin permission set names
  • PermissionSetAssignment object
  • CustomNotificationType: Knowledge_published_Notification
  • Salesforce Knowledge publishing actions
  • Custom notification actions

Changes

No Pull Request references found in metadata.

Pre-Go-Live Concerns

CRITICAL - Fix Before Go-Live

  • Hardcoded permission set names should be moved to Custom Metadata for maintainability
  • Verify Knowledge_published_Notification custom notification type is deployed

HIGH - Address Soon After Go-Live

  • Add error handling for failed notification delivery
  • Consider notification volume impact with large support teams

MEDIUM - Future Enhancement

  • Replace hardcoded permission set names with configurable Custom Metadata
  • Add confirmation screen showing number of recipients
  • Consider digest notifications for multiple article publications

LOW - Monitor

  • Track notification delivery success rates
  • Monitor support staff feedback on notification usefulness

Maintenance Notes

Complexity: Medium - Multiple queries, permission set lookups, and notification delivery Review Schedule: Review quarterly or when support team structure changes Hardcoded Dependencies: Two permission set names require flow modification if changed Testing: Requires knowledge article publishing permissions and custom notification setup