Knowledge: Expanded Features for Lightning Knowledge and More Options to Manage Articles

More Salesforce Classic features have expanded to Lightning Knowledge. Do more from the Articles related list on cases, get more done on article list views, and customize articles with actions, buttons, and links. In addition, customize global search for Knowledge data, add lookup fields to article versions, import articles with translations, and migrate more to Lightning Knowledge.

Lightning Knowledge Is Included in Service Essentials
With no add-on fees, add a powerful and affordable knowledge solution to your org. Write articles and manage your knowledge base with Lightning Knowledge in Service Essentials Edition. Service Cloud Essentials is designed for small businesses looking to build a CRM-based customer service experience.
Map Case Fields to Data Categories for Better Search Results
Make suggested articles and Knowledge component searches more relevant when solving cases in Lightning Knowledge. Similar to Salesforce Classic, you can map case fields to data categories so that the Knowledge component is automatically filtered to show articles that have those categories mapped to the fields on cases.
Get More Done on Article List Views with Mass Actions
Edit up to 100 articles with just a few clicks. Mass actions on article list views let agents do things like batch publish relevant articles after a press release or mass assign draft articles to another person. Publish and assign are new standard actions available for article lists.
Insert Anchor Links in Rich Text Fields to Help Readers
Add anchor links to the rich text fields in your articles to help readers go to different sections. Anchors remain in revised or published articles in Lightning Knowledge, and the links don’t break. Create and name multiple anchors for each rich text field, and easily spot and use links in articles in communities, Snap-ins, and the Salesforce app.
Customize Articles with Actions, Buttons, and Links (Beta)
Create custom buttons and links to help agents in Lightning Knowledge interact with Salesforce data and external services, such as online maps or websites unique to your business. Add four action types to let agents do various tasks from articles: create a record, update a record, start a flow action, and trigger a Lightning component action. For update a record actions, the button appears only in record home pages for draft articles and in the Knowledge object home list view when draft is the publish status.
Add Lookup Fields to Article Versions from Various Records
Look up a Lightning Knowledge article version on a specific record, such as a lead or custom object, to link the two records together. When a new article version is published, the lookup relationship you created stays connected to that version. You can check the specific article that converted a lead to an opportunity or view the article that’s the parent record to custom object records.
Do More from the Articles Related List on Cases
In Lightning Knowledge, agents can now publish and delete articles, refresh the articles list, and show actions when configured like Edit, Detach, Edit as Draft, and Insert Article to Email. Agents can access these actions only if they have the right permissions. Previously, agents could only do these things from the Articles related list on cases in Salesforce Classic.
Customize Global Search to Find the Most Relevant Knowledge Data
Configure global search to include Lightning Knowledge fields in search results and filter options. Because this update applies to Lightning Experience, Salesforce Knowledge fields in the Knowledge sidebar, Knowledge tab, Articles tab, or Article Management are unavailable for search results and filter customization. If you configure search filters, Lightning Advanced Search filters for Knowledge in global search don’t change.
Import Articles with Translations to Leave No Languages Behind
In Lightning Knowledge, you can import articles with translations and specify the record type for the master article and its translations in the article import tool. Now you no longer have to add record types on each article translation after import.
Move More to Lightning Knowledge—Communities Topics and Article Search Data (Beta)
The Lightning Migration Knowledge tool takes the guesswork out of moving from Salesforce Knowledge to the new Lightning Knowledge data model. Follow the tool’s prompts to unify your data under a powerful new Knowledge object and to use Knowledge with the Lightning Experience user interface. During the migration process, if your org has any related cases, data categories, communities topics, work order items, field service work orders—or report data for article views, votes, or searches—those items work properly after the migration.
Translate Articles Faster with Helpful Links in Emails and Evenly Spaced Columns on Pages
Send assigned translators email notifications with direct links to articles in Lightning Knowledge, Salesforce Knowledge, or both depending on your org’s setup. Also, see master articles evenly spaced side by side with translated articles for quick comparison using a new custom record page template.
Access Smart Links in Articles from the Salesforce App
Smart Links now appear in the body of articles in the Salesforce app, and you can click them in rich text fields to navigate content on the go. Agents can confidently open Lightning Knowledge articles from their mobile devices and also view smart links. Smart links automatically adjust when the name or URL of an article is changed.
Stay in Lightning Knowledge to Insert Article Content into Emails
With communication channel mapping available in setup for Lightning Knowledge, it’s now possible to help agents embed article content into the body of customer emails. You no longer have to switch to Salesforce Classic to set up which article fields to use in channels or article record types—you can choose them directly in Lightning Experience.
Use Quick Text in Your Knowledge Articles
Save your agents from copying and pasting information that is repeatedly added to Knowledge articles. Let them use quick text to insert predefined text into articles. Agents can create quick text for answers to common questions, support contact information, like a phone number or website, and much more.

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