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Knowledge Article Types

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Knowledge Article Types

Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.

Required Editions

Available in Salesforce Classic. View supported editions.
  • Create Article Types
    An article type controls how an article displays and what type of information of fields are included.
  • Article Type Page Layouts
    Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.
  • Add Custom Fields to Article Types
    Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.
  • Article Type Templates
    Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout.
  • Delete an Article Type
    Deleting article types can result in errors and lost data. Read this entire topic carefully before deleting article types.

See Also

 
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