--- schema_version: "1" id: 23cb2baf16799e1bd6397eae4c200178f612e71688f5cfb820b2f333f5c24413 title: Guidelines for Using the Lightning Knowledge Component collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_lightning_sidebar.md canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 8840e84b55e310c43ef61dc29fbe0ee808b974c31654f60ddfa21e15407c5b69 description: The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles. products: - Service Cloud release: "264" --- # Guidelines for Using the Lightning Knowledge Component The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles. ### Required Editions
Available in Lightning Experience. View supported editions.
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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) 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](https://help.salesforce.com/articleView?id=cases_suggest_articles.htm&language=en_US) uses keyword-based search to find relevant articles. It’s automatically enabled when Lightning Knowledge is enabled. - [Einstein Article Recommendations](https://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm&language=en_US) 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. #### See Also - [Set Up Knowledge Component Actions](https://help.salesforce.com/s/articleView?id=service.knowledge_send_articles.htm&release=264.0.0&type=5 "Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites.")