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Create Page Layouts for Different IT Service Knowledge Articles

Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users

Before you create page layouts, create custom fields and record types for IT service knowledge articles.

  1. Create a page layout.
    1. In Setup, find and select Object Manager.
    2. Find and select the Knowledge object.
    3. Select Page Layouts.
    4. Click New.
    5. From the dropdown menu for Existing Page Layout, select Knowledge Layout.
    6. Enter the Page Layout Name, such as Troubleshooting Guide.
    7. Save your changes.
  2. Customize the page layout by dragging and dropping the fields that are relevant to that knowledge article type.
    1. In the Page Layout Editor, drag fields from the palette onto the Information section of the layout.
      For example, include fields such as Summary, Publication Status, and Owner
    2. To add custom fields, create a section, such as Details and drag your custom fields from the palette.
      For example, add fields such as Issue, Root Cause, and Resolution.
    3. Add related lists to the page layout by dragging them from the palette to the Related Lists section.
      Examples include Cases, Incidents, Problems, and Change Requests.
    4. To add authoring actions, drag actions from the Mobile & Lightning Actions section in the palette to the Salesforce Mobile and Lightning Experience Actions section.
      For example, add actions such as Edit as Draft, Publish, and Delete Article.
    5. Save your changes.
      When prompted, click Yes to override the user’s layout preferences.
  3. Assign the page layout to the relevant record type.
    1. From the Knowledge page, select Page Layout Assignment.
    2. Click Edit Assignment.
    3. Select the cells that you want assign a particular page layout to.
      For example, to assign the custom page layout you created for Troubleshooting Guides, select the entire column.
    4. From the Page Layout To Use dropdown, select the page layout you created.
    5. Save your changes.

Similarly, create custom page layouts for other knowledge article record types you created previously.