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            Set Up Knowledge for Work Orders

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            Set Up Knowledge for Work Orders

            Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.

            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.
            User Permissions Needed
            To attach or detach an article on a work order or work order line item: Read on work orders AND Read on the article type AND Knowledge enabled
            To attach or detach an article on a work type: Read on work types AND Read on the article type AND Knowledge enabled
            To edit page layouts: Customize Application
            To edit console layouts: Customize Application AND Service Cloud User
            Note
            Note Knowledge must already be set up in your org.
            1. Add the Articles related list to work order and work order line item page layouts.
            2. Let Lightning Experience users manage attached articles. In Lightning Experience, add the Knowledge component to your work order, work order line item, and work type detail page layouts.
            3. Let users view and modify attached articles from the console. In the layout editor for work orders and work order line items, select Custom Console Components and add the Knowledge One widget to the console sidebar.
            4. The Knowledge One console widget suggests articles to attach based on key fields. Select the fields that suggestions are based on. (The Knowledge Lightning component doesn’t offer article suggestions.)
              1. In Setup, enter Field Service in the Quick Find box, then select Field Service Settings.
              2. Select the fields that the search engine should scan to suggest relevant articles from your knowledge base.
              3. Save your changes.
            5. Optionally, customize linked article page layouts, fields, validation rules, and more in Setup.
              • In Lightning Experience, navigate to Linked Article in the Object Manager.
              • In Salesforce Classic, navigate to the Linked Articles page under Knowledge.
            Note
            Note Linked articles include the following limitations.
            • 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.

            See Also

             
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            Salesforce Help | Article