Turn On Knowledge for a Salesforce Console in Salesforce Classic
If Salesforce Knowledge is set up, you can turn on
the Knowledge sidebar so that users working on cases can automatically see relevant
knowledge articles that can help them close cases faster.
Required Editions
User
Permissions Needed
To turn on the Knowledge sidebar:
Customize Application
Important You must have Salesforce Knowledge set up in your Salesforce org
before you can add it to a console. Knowledge articles appear based on matching
words typed into a case’s Subject.
From the object management settings for cases, go to Page Layouts.
Click Edit next to a page layout.
Click Layout Properties.
Check Knowledge Sidebar, and click
OK.
Click Save.
Repeat these steps for each case page layout assigned to console users.
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