The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform format, regardless of its origin or type.
Required Editions
| Available in Lightning Experience. View supported editions. |
In the Enterprise Knowledge component, you can quickly find the relevant articles and perform these actions.
Search relevant articles
To search knowledge articles, use the search box in the component. After you type at least three characters, search suggestions appear in these groups.
- Top Articles lists articles that match the text that you enter. Select an article to open it.
- Recent Searches lists search terms that you used previously. Select a recent search to run that search again.
- Recent Articles lists articles that were recently searched by the user.
After you run a search, results show article titles and short snippets, with your search keywords highlighted to help you quickly spot the most relevant content. If you have set your language preference, search results return Salesforce Knowledge articles that match your language, while harmonized unstructured content results include matching records in all available languages.
View Agentforce answers
If your admin selected Show Article Suggestions on Page Load for the Enterprise Knowledge component, you see suggested articles and an Agentforce Answer as soon as you open a case. Otherwise, ask Agentforce a question in the component to get an answer based on your Enterprise Knowledge articles. After Agentforce returns an answer, you can ask follow-up questions to refine the response or get more details.
Preview articles
You can hover over an article title in the search results to preview its content.
Engagement actions
You can attach or remove knowledge articles from records by using the dropdown menu next to each article. Salesforce standard knowledge articles attached to cases appear in the Standard Knowledge Articles related list and external harmonized content from Data 360 appears in the Enterprise Knowledge Articles related list.
Open the component in a new window
To open the Enterprise Knowledge component in a new window, click the pop-out in a new window icon. However, you can't attach the article to the record from the new window. You can attach the article to the record from the Enterprise Knowledge component on the record page.