Lightning Knowledge Post-Migration Checklist

Single Article Type Orgs

In the Object Manager, do the following.

• Check the label of the new Knowledge object. If necessary, change it to Knowledge. If you have no customizations, Experience Cloud sites, Salesforce Sites, or Apex code referencing the new object, consider changing the API name, too. Otherwise, change only the label.
• Validate the new record type.
• Validate files migration in the Files related list.

For All Orgs

For page layouts (per record type), inspect each of these elements.

• Add the fields to page layouts that were hard-coded to the pages in Salesforce Classic.
• Check how page layouts are associated to record types and user profiles.
• Add related cases if your support reps attach articles to cases. Add files if your org uses File Attachment to articles. Add work orders and work order line items if you use Field Service. Use Approval History if your org uses Approval Processes or Submit for Approval actions.
• Add actions to the page layouts as needed. Actions show on the page if they are in the page layout and if the user has access to them.

In Salesforce Classic, the compact layout is used only for the Salesforce mobile app. In Lightning Experience, a compact layout determines what shows at the top of the record home page. Compact layouts can be configured differently per record type.

The recommended fields for compact layouts are:

• Title
• Publishing Status
• Validation Status (if used in your org)
• Record Type
• Language (for multilingual knowledge bases)
• Last Modified Date

Review and set up permissions in Lightning. Create, Read, Edit, and Delete (CRUD) permissions apply to the single Knowledge object and not individual record types. Permissions per article type no longer works in Lightning Experience.

To set access to Lightning Knowledge, consider each of these elements:

• Manage CRUD permissions with user profiles and permission sets.
• Manage authoring permissions per user profile or permission sets per user (for actions like edit as draft or publish, for example).
• Adjust permission for individual files in the Files object.
• (Optional) Set up which record types each user has permission to use when creating articles.
• (Optional) Set up validation rules to prevent certain users or user profiles from modifying articles of certain record types. Such restrictions don’t allow users to save their changes if the validation conditions aren’t met.
• Set up approval processes that check the record type and user and either route or reject according to your business rules.

For Multiple Article Type Orgs

• Review each setup option for Knowledge in the Object Manager. Verify that the fields, record types, triggers, and other setup options are correct.
• Communication Channel Mapping—Configure communication channel mappings for the Knowledge object to set which fields are inserted into case emails per record type.
• Dependent Picklists—Picklist options migrate, but the mappings between them don’t. Reset dependencies after migration.
• Add field-level security, and define which users can access fields, as needed.
• Formula Fields—Redefine formulas as needed after article types are consolidated into one object.
• Validation Rules—Update validation rules now that article types have been consolidated into one object. Copy the settings you tested in your sandbox org.
• Workflow and Approval Processes—All article types are now consolidated into one object, requiring changes to validation rules. You might no longer need some workflows to be created separately for each article type because they are now all in a single object. However, you might need to adjust the workflow and approval process criteria to look at a record type.
• Process Builder—Make sure that processes now reference the new Knowledge object.
• Customizations—Inspect custom elements after the migration, and ensure that they moved to the new Knowledge object.

After you’ve reviewed and accepted the migration results and completed this checklist, it’s time to train your team and roll out Lightning Knowledge to your customers.