Attach Knowledge Articles to Work Orders or Work Types
Interact with knowledge articles on Field Service work orders, work order line items, and work types.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
Attach an Article
Search for and attach articles to a record from the Articles related list, the Knowledge One console widget, or the Knowledge component in Lightning Experience.
- In Salesforce Classic: In the Articles related list on a record, click Find Article to search for an article, and then attach it.
- In the Salesforce Classic console: To attach articles to work types, use the Articles related list on the work type. To attach articles to work orders or work order line items, use the Knowledge One widget or the Articles related list.
- In Lightning Experience and the Lightning Experience console: In the Knowledge component on a record, search for the article and then attach it.
View an Attached Article
Attached articles appear in the Articles related list, Knowledge Lightning component, and Knowledge One console widget. View an article by clicking its title. If feed tracking for related lists is enabled, you can navigate to attached articles from the record feed.
On article detail pages in Salesforce Classic, the Linked Work Orders and Linked Work Order Line Items related lists show the records that an article is attached to. A Linked Work Types related list isn’t available.
Update an Attached Article
To publish a new version of an article, open the article and click Edit.
When you attach an article to a work order or work order line item, that version of the article stays associated with the record even if later versions are published. If needed, detach and reattach an article to ensure that the record is linked to the latest version of the article. The Linked Article Version field on the linked article detail page leads to the attached version.
Detach an Article
Detach articles from the Articles related list or Knowledge One console widget in Salesforce Classic, and from the Knowledge component in Lightning Experience.
- Quick actions and global actions aren’t supported for linked articles.
- The Article widget and Feed Articles Tool aren’t available in the feed view.
- In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed from feed items.
- The Linked Work Types related list isn’t available on articles in any platform.
- The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console, use the Articles related list.
- Linked articles are read-only in the Salesforce mobile app.
