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Unified Catalog
Create and Link Knowledge Articles to Service Requests

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Create and Link Knowledge Articles to Service Requests

Incorporate Knowledge Articles into your service request to make information instantly available to the requestor, effectively encouraging self-service. These articles are a proactive self-service tool integrated directly into the submission experience. Select relevant articles from a knowledge base to be suggested to the requestor, offering an easier alternative to logging a new Service Request.

Required Editions

Available in: Lightning Experience
Available in: Professional, Enterprise, and Unlimited editions with Unified Catalog and Salsforce Knowledge
User Permissions Needed
To view Knowledge Settings in Setup:

Knowledge User license

AND Unified Catalog Admin

Enable Lightning Knowledge and in Lightning Experience, add the Knowledge component to the Lightning page for service requests using Lightning App Builder.

Create and Publish a Knowledge Article

  1. In the Knowledge section of a service request, click New Article.
  2. On the New Knowledge page, add a title and the URL name.
  3. Save your knowledge article.
    A new knowledge article record is created in a draft status.
  4. From the App Launcher, find and select Knowledge.
  5. On the knowledge list page, from the Draft Articles list, select the knowledge article you created and click Publish.
  6. Review the publishing article details and confirm to publish.

Link the Knowledge Article to Service Request

  1. Open the service request for which you want to link a knowledge article.
  2. From the Knowledge section, search and select the knowledge article to appear in the section.
  3. Click Down icon for the knowledge article and then select Attach icon.
  4. The article is attached to your service request and appears in the Related tab.
  5. From the Related tab, click the article to open the detail page.
    The Related tab for the article record shows the service requests that are linked to the knowledge article.
 
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