Available in: Enterprise, Performance, Unlimited and Developer Editions with the Service Cloud
Available in: Performance and Developer Editions with the Sales Cloud
Available in: Enterprise and Unlimited Editions with the Sales Cloud for an additional cost
User Permissions Needed
To view Salesforce Knowledge articles:
“Read” on the article's article type
To add Salesforce Knowledge articles to cases:
“Edit” on cases
The Salesforce Knowledge sidebar automatically displays when you select a case in a Salesforce console. Suggested articles display in the sidebar as you enter details in the Subject of a case. Only articles updated within the last 30 days are displayed, but you can view older articles by specifying a search term or filtering search results. The sidebar appears if it's set up by your administrator and Salesforce Knowledge is enabled.
To view an article, click its title.
To filter articles by a specific category, language, or validation status, click and choose filter options. Validation status and multilingual articles must be enabled to access these filters. Your administrator determines which languages are available for articles.
To find articles to help you solve a case, click , type keywords into Search, and click Go.
To attach an article to a case, click the checkbox next to the article and click Attach to Case. You can only attach an article to a saved case. displays next to an article already attached to a case.
To remove an article attached to a case, click Detach next to the article on the Articles related list.
To change the number of articles displayed, click the article count indicator in the lower left corner of the sidebar and choose a setting. You can view 10, 25, 50, 100, or 200 articles at a time. When you change this setting, you return to the first page of the list.
Navigate through the list of articles by clicking the first page icon (<<), Previous, Next, or the last page icon (>>).
To show or hide the articles sidebar, hover over the scrollbar and click or .
New, Article Title, and Most Viewed are the only columns in the sidebar. You can drag the bar in between the columns to resize them, but you can't add, remove, or rearrange columns.
You can drag the bar in between the articles sidebar and a detail page to resize the width of either one.