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Add Related Cases to Lightning Knowledge Articles

Veröffentlichungsdatum: Sep 9, 2024
Beschreibung


Admins may find that the Cases related list is not present or available for Knowledge Article page layouts in Lightning Experience.

To view related Cases for Lightning Knowledge, additional setup is needed.
 

Lösung


In order to add the related list of related Cases to Knowledge articles, navigate to Knowledge Settings and select the "Enable list of cases linked to an article" preference in the "Case Settings" section.  Note: Although the option says "Classic Only," it is valid for both Lightning and Classic.

 

 Screenshot 2024-09-09 at 10.09.26 AM.png 


Once the preference is enabled, Edit the desired Knowledge page layouts and add the "Cases" related list.
 

Note: If a knowledge article has more than 2000 cases attached and we try to sort the case-related list, we will not get the expected results after sorting.
The list will sort the records from the existing 2000 records only. This is a limitation of the case-related list on the knowledge object. You can create a report to view the expected cases attached to an article. 

Zusätzliche Ressourcen

Trailhead - Close Cases with Articles

Nummer des Knowledge-Artikels

000390401

 
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Salesforce Help | Article