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            View Knowledge Articles in the Field Service Mobile App

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            View Knowledge Articles in the Field Service Mobile App

            Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team.

            Required Editions

            Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
            The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
            To access the Field Service mobile app, users need the Field Service Mobile user license.

            Letting App Users View Knowledge Articles

            To let Field Service mobile app users view knowledge articles:

            • Ensure you have Salesforce Knowledge set up in your org.
            • Add the Articles related list to work order and work order line item page layouts.

            Viewing Articles in the App

            To view the Articles related list on a work order, tap Related in the work order carousel. Tap the name of an article to view it. The Knowledge card in the work order overview screen also shows articles attached to the work order or work order line item.

            Limitations

            • (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the Session Settings page in Setup.
            • (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app.
            • (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the related list.
            • (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices.
            • If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that language. If the device isn’t running in a supported language, no knowledge articles are shown.
            • Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter Feed.
            • (iOS only) If a knowledge article is updated on desktop, users must log out and log back into the Field Service mobile app to see the changes.

            See Also

             
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