Create and manage your company information and securely share it when and where it’s needed. Learn how to draft, publish, translate, and manage Knowledge articles.
Required Editions
| Available in Salesforce Classic and Lightning Experience. View supported editions. |
- Authoring Actions in Lightning Knowledge
Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions. - Work with Articles and Translations
The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted. - Rich Text Fields in Knowledge Articles
Use a range of formatting options when you create article content in custom rich text fields. Rich text fields in Knowledge use a different editor than other custom objects. The CKEditor for Knowledge articles is packed with extra features and works differently than other rich text fields. Some features are available only in Lightning Experience. - Create and Link to Anchors
You can create anchors within rich text fields so that you can link from one place in an article to another. First create the anchor, then select the anchor with the link tool. - Smart Links to Salesforce Knowledge Articles
Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name. - Insert Telephone Links into Articles
Add telephone links to Knowledge articles to let customers call support directly from Knowledge articles to get quick help. - Salesforce Knowledge Article Versions
Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier.