|Available in: Salesforce Classic|
Salesforce Knowledge is available in Performance and Developer editions.
Salesforce Knowledge is available for an additional cost in Enterprise and Unlimited editions.
|To customize the article-type layout:||“Customize Application”|
“Manage Salesforce Knowledge”
Article-type layouts determine which fields users can view and edit when entering data for an article. They also determine which sections appear when users view articles. The format of the article, for example whether layout sections display as subtabs or as a single page with links, is defined by the article-type template
. Each article type has only one layout, but you can choose a different template for each of the article type's four channels
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 the Customer Portal, you may want to use field-level security to hide a custom field such as Internal Comments from Customer Portal users.
To modify an article-type layout:
- From Setup, enter Knowledge Article Types in the Quick Find box, then select Knowledge Article Types.
- Select one of the article types in the list.
- In the Fields related list, click Edit Layout.
- When working on the layout:
- 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.
The Article Number
, and URL Name
standard fields do not display in the layout. Article Number
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
- To add a new section, drag and drop the section element into the palette.
- To change the name of a section, click its title. You cannot rename the Information section.
- To remove a field from a section, drag it to the right side of the palette or click the icon next to the field.
- To remove a section from the article-type layout, click the icon next to the section name.
- 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 save your changes and continue editing the article-type layout, click Quick Save.
- To save your changes when you are done customizing the article-type layout, click Save. If you navigate away from your article-type layout before clicking save, your changes will be lost.