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            Use the Enterprise Knowledge Component

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            Use the Enterprise Knowledge Component

            The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform ‌format, regardless of its origin or type.

            Required Editions

            Available in Lightning Experience. View supported editions.

            In the Enterprise Knowledge component, you can quickly find the relevant articles and perform these actions.

            Search relevant articles

            To search knowledge articles, use the search box in the component. Search results show article titles and short snippets, with your search keywords highlighted to help you quickly spot the most relevant content. If you have set your language preference, search results return Salesforce Knowledge articles that match your language, while harmonized unstructured content results include matching records in all available languages.

            Preview articles

            You can hover over an article title in the search results to preview its content.

            Engagement actions

            You can attach or remove knowledge articles from records by using the dropdown menu next to each article. Salesforce standard knowledge articles attached to cases appear in the Standard Knowledge Articles related list and external harmonized content from Data 360 appears in the Enterprise Knowledge Articles related list.

            Open the component in a new window

            To open the Enterprise Knowledge component in a new window, click the pop-out in a new window icon. However, you can't attach the article to the record from the new window. You can attach the article to the record from the Enterprise Knowledge component on the record page.

             
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