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            Use Salesforce Standard Knowledge

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            Use Salesforce Standard Knowledge

            Search for articles in Salesforce Classic or Lightning Experience. Get the most from your articles by sharing them in the case feed and using the Knowledge component.

            Required Editions

            Available in Salesforce Classic and Lightning Experience. View supported editions.
            • Search for Knowledge Articles in Lightning Experience
              In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console.
            • Search Articles and External Sources on the Knowledge Tab
              Use a single search to find all your resources at once.
            • List View Considerations for Lightning Knowledge
              Lightning Knowledge uses the same list views as other objects in Salesforce. Learn how an article's publication status and some user permissions affect list views for Knowledge.
            • Guidelines for Using the Lightning Knowledge Component
              The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles.
            • Share Article URLs in Channels
              Insert links to articles from a Salesforce or Experience Cloud site into the case feed. In Lightning Experience, you can share article URLs in emails, social posts, and chat and messaging conversations. In Salesforce Classic, you can send article URLs in the email, social, and Experience Cloud publishers.
            • Share Articles in Channels in Lightning Knowledge
              Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels.
            • Share Article Contents in Case Publishers in Salesforce Classic
              Insert the contents of an article into the case feed via the email, social, and Experience Cloud site publishers.
             
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            Salesforce Help | Article