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Unified Catalog
Manage Knowledge Articles for Service Requests

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Manage Knowledge Articles for Service Requests

Create and publish a knowledge article from a Service Request record, or link an existing article to the record. Service reps use linked articles while working on the request.

Required Editions

Available in: Lightning Experience
Available in: Professional, Enterprise, and Unlimited editions with Unified Catalog and Salesforce Knowledge
User Permissions Needed
To create, publish, and link knowledge articles for Service Request records: Knowledge User license AND Unified Catalog Admin

Before managing articles, see Enable Lightning Knowledge. In Lightning Experience, use Lightning App Builder to add the Knowledge component to the Service Request Lightning page.

Use these procedures to manage knowledge articles associated with an existing Service Request record. To suggest articles to requestors during request intake, see Add Knowledge Articles to a Service Process.

Create and Publish a Knowledge Article

  1. In the Knowledge section of a Service Request record, click New Article.
  2. On the New Knowledge page, enter a title and URL name.
  3. Save your knowledge article.
    The knowledge article is created with the Draft status.
  4. From the App Launcher, search for and select Knowledge.
  5. On the Knowledge page, select the article from the Draft Articles list, and then click Publish.
  6. Review the publication details, and then confirm publication.

The published knowledge article is ready to link to Service Request records.

Link a Knowledge Article to a Service Request

  1. Open the Service Request record to which you want to link a knowledge article.
  2. In the Knowledge section, search for and select the knowledge article.
  3. Open the row action menu for the article, and then select Attach.
    The article is linked to the Service Request record and appears on the Related tab of the record.
  4. On the Related tab, click the article to open its record page.

The Related tab of the article record shows the linked Service Request records.

 
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