View Knowledge Articles, No Clicks Needed

Knowledge users can read article details and perform authoring actions like edit, publish, and archive in a preview panel by hovering over an article in the Knowledge component of the Service Console. Agents can now stay in the case while looking for information. You can even vote on published articles and take authoring actions on the article. This change applies to Lightning Experience only.

Hovers give agents a convenient way to view article details in the Lightning Console Sidebar. The hover component has four sections. The highlights panel shows the first four fields defined in compact layout. The body shows the record detail. The bottom left is where users can vote on a published article, and the bottom right includes authoring actions: publish, edit draft, edit as draft, archive, restore. Hovers are automatically enabled in Lightning orgs.

Lightning Knowledge Hover