Guidelines for Using the Lightning Knowledge Component

The Knowledge component is automatically added to your sample Lightning Service Console. You can add the Knowledge component to a custom Lightning console app. Add the Knowledge component to your console's Lightning pages using the Lightning App Builder.

Tip The Knowledge component isn’t limited to the console—you can add it to apps with standard navigation, too. Add the Knowledge component to a record's page using the Lightning App Builder.

The Knowledge component helps support reps quickly find relevant Knowledge articles for their cases. It also helps perform some basic actions, such as attaching an article to a case.

• Article Suggestions

  Suggest relevant articles to support reps right in the Knowledge component. Choose between two article suggestion tools:

  • Suggested Articles uses keyword-based search to find relevant articles. It’s automatically enabled when Lightning Knowledge is enabled.
  • Einstein Article Recommendations analyzes past cases and case-article attaches to find relevant articles. It relies on AI features like term overlap, and continually refines its recommendations based on support rep feedback and new case data. Articles don’t need any special tags, data categories, or metadata to be recommended. When it’s activated, all Lightning Knowledge users see article recommendations.
  Suggested articles are delivered right to the Knowledge component, so support reps can find relevant articles without running a search. Suggested articles are automatically enabled when Lightning Knowledge is enabled. To show intelligent article suggestions based on historical case and article data, turn on Einstein Article Recommendations.
• Search and Sort Your Results

  To search knowledge articles, use the search box in the component. You can also use Advanced Search for pre-filtering to narrow the search results you see.

  To sort your search results, click the sort icon and select a sort option from the list. You can sort your search results by relevance, publish date (for published articles), last modified date (for article drafts), A to Z, and Z to A. Sorting doesn’t apply to suggested articles.

  By default, articles are sorted by relevance. If you go back to the suggested articles or go to a new case, the sort order is reset to relevance.

• Attach and remove articles in the Knowledge Component

  Support reps can attach Knowledge articles to cases and remove articles from cases using the dropdown next to any article.

• Follow and Unfollow with the Knowledge Component

  Support reps can follow and unfollow an article from the component using the dropdown next to the article. Following articles helps support reps save articles that they want to read later.

  Administrators, support reps, and internal employees with read access to Knowledge can follow articles, and they can follow articles in any state, such as published or draft. To let Knowledge users follow and unfollow articles, enable feed tracking in Setup | Chatter | Feed Tracking.

• Share articles in Case Emails and Other Channels

  Help customers by inserting article text into emails, social posts, and conversations. Or, insert article links from your Salesforce Sites and Experience Cloud sites.

When you perform an action in the Knowledge component, the service console refreshes all the components in the console.