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Turn On Knowledge for a Salesforce Console in Salesforce Classic

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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
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.
  1. From the object management settings for cases, go to Page Layouts.
  2. Click Edit next to a page layout.
  3. Click Layout Properties.
  4. Check Knowledge Sidebar, and click OK.
  5. Click Save.

Repeat these steps for each case page layout assigned to console users.

See Also

 
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