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Experience Cloud: Knowledge Article Section Appears Hidden on Site When Collapsed in Internal Org

Дата публикации: Aug 26, 2025
Описание

On an Experience Cloud site, sections of a Knowledge article may appear hidden or collapsed when viewed by site users. This occurs when a section within the article was collapsed by a user in the internal Salesforce org. The collapsed state is stored within the article and carries over to the Experience Cloud site display.
Steps to Reproduce

  1. In the internal org, create a Knowledge article that uses a section layout.
  2. Configure the article to be visible on the Experience Cloud site.
  3. Open the Knowledge article in the internal org and collapse the section.
  4. Open the article on the Experience Cloud site and verify that the section now appears hidden.
Решение

Workaround

When a Knowledge article section is collapsed in the internal Salesforce org, the collapsed state is saved and propagated to the Experience Cloud site, causing the section to be hidden from site users.

  1. Ensure all sections are left in an expanded state when saving or publishing Knowledge articles in the internal org. Check the section status before saving the article.
  2. Avoid using section layouts in the Knowledge article's page layout if consistent visibility across internal and external contexts is required. Instead, consider using a single, continuous layout for the article content. This can be configured in the page layout settings of the Knowledge article.
Номер статьи базы знаний

005132361

 
Загрузка
Salesforce Help | Article