Salesforce Docs Portal

Create Workflow Actions for Knowledge

Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.

Required Editions

Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To enable Salesforce Knowledge Actions: Customize Application
Important
Important When you create the approval process, make sure to change the final approval action to Unlock the record for editing to let users publish the article.
  1. From Setup, enter Knowledge Action in the Quick Find box, then select Knowledge Action.
  2. Click New Knowledge Action.
  3. Select the article type for the action. The workflow rules and approval process that you associate with the action must belong to the same article type.
  4. Enter a unique name for the knowledge action.
  5. Select the type of action you want to apply to the article type. For example, Publish as New publishes the article as a new version.
  6. Enter a description.
  7. Click Save.
    The Knowledge Action detail page appears showing you the rules and approval processes that use the knowledge action.
  8. When you’re ready to use the knowledge action in an approval or workflow process, click Activate on the Knowledge Action detail page.

See Also