Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want to have each FAQ published as a new version each time it completes the approval process, you can create a knowledge action that links the FAQ article type to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge Action.
|Available in: Salesforce Classic|
Salesforce Knowledge is available in Performance and Developer Editions and in Unlimited Edition with the Service Cloud.
Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, and Unlimited Editions.
|To enable Salesforce Knowledge Actions:||“Customize Application”|
When you create the approval process, make sure to change the final approval action to Unlock the record for editing
to let users publish the article.
From Setup, enter Knowledge Action in the Quick Find box, then select Knowledge Action.
Click New Knowledge Action.
Select the article type for the action. The workflow rules and approval process that you associate with the action must belong to the same article type.
Enter a unique name for the knowledge action.
Select the type of action you want to apply to the article type. For example, Publish as New publishes the article as a new version.
Enter a description.
The Knowledge Action detail page appears showing you the rules and approval processes that use the knowledge action.
When you’re ready to use the knowledge action in an approval or workflow process, click Activate on the Knowledge Action detail page.