Article-type layouts determine which fields agents can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those agents with the correct profile.
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.
User Permissions Needed
To customize the article-type layout:
You can also use field-level security to hide fields on article types. For example, if you publish the same article in the internal app and in a community, you can to use field-level security to hide a custom field such as Internal Comments from external community users.
From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.
Click the article type.
Scroll down to the Page Layouts related list or click the Page Layouts link at the top of the page.
To create a page layout, click New and follow the prompts. To edit an existing layout, click Edit and make your changes.
Make your changes. The layout editor consists of two parts: a palette on the upper portion of the screen and the layout on the lower portion of the screen. The palette contains the available fields and a section element. The layout contains an Information section and space for you to add sections. By default, all custom fields are included in the Information section.
If you navigate away from your article-type layout before clicking save, your changes are lost.
The Article Number, Summary, Title, and URL Name standard fields do not display in the layout. Article Number and Summary appear in a read-only Properties section at the top of the published article. Also included in this header are the First Published, Last Modified, and Last Published fields.
Add a section
Drag and drop the section element into the palette.
Change the name of a section
Click its title. You cannot rename the Information section.
Remove a field from a section
Drag it to the right side of the palette or click the icon next to the field.
Remove a section from the article-type layout
Click the icon next to the section name.
Save your changes and continue editing the article type layout
Click Quick Save.
Use the undo and redo buttons to step backwards and forwards, respectively.
Use the following keyboard shortcuts:
Undo = CTRL+Z
Redo = CTRL+Y
Quick Save = CTRL+S
To select multiple elements individually, use CTRL+click. To select multiple elements as a group, use SHIFT+click.
To quickly locate any item in the palette, use the Quick Find box. The Quick Find box is especially useful for article-type layouts that have large numbers of items available in the palette.
To assign various layouts to the article type based on a user profile, click Page Layout Assignments.
Click Edit Assignment.
Select the profile, or profiles (using SHIFT), you want to change and select the layout from the Page Layout To Use drop-down.
When creating multiple article type page layouts, consider the following limitations and functionality changes.
When creating page layouts, some fields are hidden based on the agent’s license. Out of Date, Translation Completed Date, and Translation Exported Date are hidden from users who do not have a Knowledge User license or who are customer portal or partner portal users. In addition, Archived By and Is Latest Version are hidden from customer portal and partner portal users.
Before Spring ‘16, preview pages showed the Summary field in the API that contained text values, even if they were not in the page layout. To continue displaying summary fields on preview pages, manually update your page layouts to include them.
If you want to attach articles as PDFs to emails when solving cases, add File Attachments to the Selected Email Tools in the Feed View for the article type layout.
The article edit page only shows the standard fields (Article Number, Title, URL Name, and Summary) and all the custom fields added to the layout, including the side bar fields. Other standard fields added on the page layout are ignored because they are not editable, and the custom fields are displayed in the order specified in the page layout.
If an article type page layout doesn’t include a field with a validation rule, you can’t create or edit an article of that article type. Make sure all page layouts assigned to the article type by profile include all fields with validation rules.
The Communication channel layout doesn’t use the page layout to determine which Article fields are inserted into a case email. The fields that are inserted include the fields selected in the Communication Channel mapping.
You can set up a specific profile to generate a PDF file. When sending articles as PDFs, the pdf is generated based on the sender’s profile. Therefore, the receiver might get fields they are not meant to see. Use the Use a profile to create customer-ready article PDFs on cases setting on the Knowledge settings page so the fields in PDFs come from the page layout assigned to the configured profile. Also, Field Level Security of both the sender profile and the configured profile are applied.
Salesforce Classic Mobile actions and related lists are not available on article page layouts in the desktop Salesforce user interface, with the exception of actions on the article feed.