Rich Text Fields in Knowledge Articles

Considerations for Rich Text Fields in Knowledge

When you paste content from a web page or another source into the editor, or if you edit the source HTML directly, unsupported tags are removed when you save the article. You don't receive a warning when code is removed. Lightning Knowledge supports more styles than Salesforce Classic. For example, when you use the style attribute in Lightning Experience, only the following attributes are removed: background-image, position, and z-index.

Your Salesforce admin can choose whether rich text fields load automatically when users edit an article. To load the rich text editor automatically, go to Setup | Knowledge Settings and enable Automatically load rich text editor.

Some types of content are removed when rich text fields are used with other features, like when you share Knowledge articles in communication channels. For example, emails don't support embedded videos and conversations via chat, social posts, and messaging support only plain text.

Table properties like cell width or row height can prevent users from seeing the contents in table cells. For example, images that are too wide for the table aren't shown. You can adjust the table properties until the content appears, such as by setting the width to 100% instead of a fixed value or reducing the image size.

The rich text editor loads in an iframe. To load the editor correctly in an iframe, your browser must use appropriate security settings.