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Create and Edit Articles
You can create or edit an article from the Knowledge tab or Article Management tab.
Required Editions
| Available in Salesforce Classic and Lightning Experience. View supported editions. |
To start a new article from an existing one, clone the article. See Clone a Knowledge Article.
To draft an article from a case or other record with generative AI instead of writing it from scratch, use Einstein Knowledge Creation.
To check for similar existing articles before you create or edit an article, select Check Similar Articles. See Find Similar Knowledge Articles.
If you’re creating an article, you may need to select the article type and language. If you’re editing a published article or translation, choose whether to leave it published while you work on a draft copy, or whether to remove the original article from publication and work on it directly. If you work on a copy, publishing the copy replaces the last published version of the article. If you work on the original article, it is unavailable in the channels until you republish it.
To insert reusable content into the article, use the Insert menu in the rich text editor to add a Knowledge Block. See Insert a Knowledge Block into an Article.
When applying categories, choose the categories that a user would naturally look for as they navigate. Users only find an article if they select its explicitly applied category, the parent of that category, or a child of that category.
Since the Summer '20 release, standard Salesforce sharing for Lightning Knowledge is available. Switching to standard sharing changes how you work with data categories and how users can access Knowledge articles. See Sharing Considerations for Lightning Knowledge for more about sharing for Lightning Knowledge.
Once your article is complete, you can assign it to another service rep to edit or review the article, publish the article directly, or submit the article for approval. If you have the “Publish Articles” article action and an approval process is set up for an article, you'll see both Publish... and Submit for Approval buttons..
