If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically appear when you select a case in a console.
Required Editions
| Available in: Salesforce Classic |
| Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions |
| User Permissions Needed | |
|---|---|
| To view Salesforce Knowledge articles: | Read on the article's article type |
| To add Salesforce Knowledge articles to cases: | Edit on cases |
To help you solve cases faster, suggested articles appear in the sidebar as you type details into a case’s Subject. Only articles updated within the last 30 days appear, but you can view older articles by specifying a search term or filtering search results.
-
To filter articles by a specific category, language, or validation status, click
and choose
filter options. To access these filters, validation status and multilingual articles must be
enabled . An administrator determines which languages are available for articles. The columns
available in the sidebar are New, Article Title, and
Most Viewed. You can drag the bar in between the columns to resize them,
but you can't add, remove, or rearrange columns.
-
To find articles to help you solve a case, click
, type keywords into
Search, and click Go.
-
To attach an article to a case, click the checkbox next to the article and click
Attach to Case. You can only attach an article to a saved case.
displays next to an article already
attached to a case.
- To change the number of articles displayed, click the article count indicator in the lower left corner of the sidebar and choose a setting. You can view 10, 25, 50, 100, or 200 articles at a time. When you change this setting, you return to the first page of the list.
-
To show or hide the sidebar, hover over the scrollbar and click
or 
. You can drag the bar in between the articles
sidebar and a detail page to resize the width of either one.