---
schema_version: "1"
id: b24a99a068e4bdc9dbeb96e26919e93fd813a5194337446ef9dd62d218c8670f
title: Knowledge Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dac9b29583c19ec6710c7371533259cd7dbbb2118da0ccd89f89a0e3400347f0
description: From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers.
products:
  - Service Cloud
release: "264"
---
# Knowledge Settings

From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select **Knowledge Settings**, then click **Edit**.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82154e68">Feature or Option</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82154e71">Description</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>General Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create and edit articles from the Article or Knowledge
            tab</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Enables support reps to edit articles without going to the Article Management
            tab. Support reps can click Edit to open the article edit page. If a published version
            of the article exists, they can view the published version or edit the current
            version. If a draft version exists, they can continue with editing the existing draft,
            but must carefully review the draft so that they don’t overwrite unpublished changes.
            This setting applies to Knowledge only in Salesforce Classic.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Activate Validation Status field</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Adds a Validation Status field to all Salesforce Knowledge articles. Support reps
            can select values to show whether the content of the article has been validated or
            not.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to add external multimedia content to HTML in the standard
            editor</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Allows &lt;iframe&gt; elements in the standard editor to embed multimedia content
            from the Dailymotion, Vimeo, and YouTube websites. Support reps can simply cut and
            paste &lt;iframe&gt; HTML into the editor.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable Lightning Knowledge</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Enables Lightning Knowledge. After you enable Lightning Knowledge, you can’t
            disable it.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Article Summaries</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Show article summaries in article list views</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">For each channel, decide whether an article's summary details display beneath the
            article’s title in search results. </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Knowledge One</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Switch from the Articles tab to the Knowledge tab</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">To switch users from the Articles tab to the Knowledge tab, add the
            <samp class="parmname">Knowledge One</samp> permission to their profiles.
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Suggest related articles on cases</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">
            <p>In the Knowledge tab, Search suggests articles based on content similarity and
              links to similar cases. If no article links to a similar case, you'll receive
              suggested articles with similar titles or common keywords in admin-selected case
              fields. Suggested articles are available in the Salesforce Console for Service and
              your portals when you view existing or new cases. If the suggested articles aren't
              relevant, the user working the case can search with specific keywords, which can
              result in different article results.&nbsp;</p>
            <p>The list of suggested Knowledge Articles are
              stored in a cache that updates periodically. If you're not receiving relevant
              Knowledge Articles, try again later. </p>
            <p style="margin-bottom:0;">By default, the Subject field is
              selected. Choose up to five of the available short text fields that include a
              description of the issue, the affected product, or the case topic. We recommend
              choosing short text fields to return more relevant results. Only the first 255
              characters of the content from all admin-selected fields are searched.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" id="knowledge_settings__kb_highlights_seach_setup" style="vertical-align:top;" headers="d82154e68 ">Highlight relevant article text within search
            results</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">In the Knowledge tab, Search generates a snippet of the relevant article text
            with the search terms bolded. </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Auto-complete keyword search</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">In the Knowledge tab, Search suggests the three most popular keyword searches
            performed on the Knowledge tab. Suggestions are based on the channel (internal,
            customer, partner, or public) the reader is searching. Keyword search history is
            refreshed one time a day.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Auto-complete title search</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Search on the Knowledge tab suggests up to three articles with matching
            titles.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Language Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Default Knowledge Base Language</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">The primary language used for writing articles. It defaults to your
            organization's language. We recommend that your Default Knowledge Base Language and
            your organization's language are the same.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Single or Multiple Language</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">If you support more than one language, select <strong class="uicontrol">Multiple
              Languages</strong> and choose the translation settings. If you enable multiple
            languages, you can’t revert to a single language knowledge base.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Case Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" id="knowledge_settings__knowledge_article_from_case" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create an article from a
            case</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">
            <p>This setting applies to Knowledge only in Salesforce Classic. When this option is
              selected, support reps can create a draft article that is attached to the case when
              the article is published using one of the following options.</p>
            <ul>
              <li>Create articles using the simple editor only when closing cases.</li>

              <li>Create articles using the standard editor anytime a support rep creates an
                article. Make sure that users have Manage Articles, Read, and Create permissions.
                Designate the following:<ul>
                  <li>The default article type from the dropdown list.</li>

                  <li>For articles created when closing a case, assign the article to a user.</li>

                  <li>Help support reps create articles fast by selecting an Apex class that
                    pre-populates fields on the draft. By default, the Title field in all draft
                    articles contains the case subject. If you enable this option, click
                    <strong class="uicontrol">Layout Properties</strong> on each case-close page layout, and
                    select <strong class="uicontrol">Enable submissions during case close and Submit
                      Articles</strong>.
                  </li>

                </ul>
              </li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Use a profile to create article PDFs</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">By default, when a user creates an article PDF directly from a case, the PDF
            includes all the article fields visible to that user. If you want PDFs generated
            according to a different profile, for example, a profile that hides certain fields
            from customers, select <strong class="uicontrol">Use a profile to create customer-ready article PDFs
              on cases</strong>, and choose the profile that determines field visibility. This
            setting applies to Knowledge only in Salesforce Classic.</td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable list of cases linked to an article</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">
            <p>Support reps and Salesforce Knowledge managers can see a list of cases an article
              is attached to. This view helps validate that the article is the right solution for a
              case and shows which articles are used most, without running a report. The Linked
              Cases related list</p>
            <ul>
              <li>Is visible on the detail or preview page of any article that has been published
                at least one time.</li>

              <li>shows a maximum of 200 cases.</li>

              <li>is sorted in descending order by the date the article was linked to the case.
                The sort order can’t be changed.</li>

              <li>doesn’t appear on archived articles or a translation’s edit and detail
                pages.</li>

              <li>doesn’t appear for external users such as portal or Experience Cloud users or on
                the Salesforce app.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Share Article via URL Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to share articles via public URLs</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">You can share an article that is available on a public knowledge base with a URL.
            In the Available Sites list, select the sites you want to allow your support reps to
            send URLs from and add them to the Selected Sites list. Support reps can then email
            customer service clients with a URL to link directly to the article in your public
            knowledge base.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Answers Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create an article from a reply</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">When this option is selected, members of an answers site or Chatter Answers site
            can convert helpful replies into articles. The article type you select determines
            which fields appear on the draft article. However, on all articles the Title contains
            the question and the Summary contains the reply. After a reply is promoted to an
            article, the original reply has a status message indicating its association with the
            draft article. When the article is published, the message on the reply includes a link
            to the article.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Chatter Questions Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Display relevant articles as users ask questions in Chatter (also applies to
            Experience Cloud sites with Chatter)</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Shows similar questions and relevant Salesforce Knowledge articles when a user
            enters a question in the Search field.</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 ">
            <strong>Knowledge Statistics Settings</strong>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable thumbs up or down voting for article</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">With this option, the article VoteStat report (which by default only contains
            totals for star ratings) includes totals for the thumbs up or down ratings.</td>

        </tr>
      </tbody>
    </table>

#### See Also

- [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.")
- [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.")
- [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.")