Add Knowledge Articles to Work Types

Send technicians into the field armed with the information that they need to be successful. When you attach a knowledge article to a work type, the article shows up on work orders and work order line items that use the work type. You can also now attach and detach articles on work orders and work order line items from the Knowledge component in Lightning Experience. Previously, articles on these records were view-only in Lightning Experience.

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. Knowledge must be set up in your org.

Who: Agents with Read access on work types can attach and detach articles. To view an article on a work type, you need Read access on work types and on the article type.

Why: Since work types help your team complete specific field service tasks the same way every time, throwing knowledge articles into the mix makes it even easier to standardize your processes. For example, if you have a work type named Solar Panel Replacement, you can attach an article that explains how to replace a solar panel. Any work order using that work type automatically includes the article, and the person assigned to the work order has the instructions at hand. This also makes it easier for experienced technicians to share their knowledge by suggesting updates to articles.

How: To start using the new features:
  • Add the Articles related list to your work type page layouts
  • In Lightning Experience, add the Knowledge component to your work type, work order, and work order line item page layouts

Attach articles to work types from the Knowledge component in Lightning Experience and Lightning Experience console, and from the Articles related list in Salesforce Classic and Salesforce Classic console. Attach article to work orders and work order line items from the Knowledge component on work orders and work order line items in Lightning Experience and Lightning Experience console, from the Articles related list in Salesforce Classic, and from the Knowledge One widget in Salesforce Classic console.

Articles on work types behave a little differently from articles on work orders and work order line items.
  • A Linked Work Types related list isn’t available on article page layouts, so you can’t see which work types an article is attached to.
  • The Knowledge One widget isn’t available on work types in the console, but the Articles related list is.
  • When work orders and work order line items inherit an article from their work type, they inherit the latest version of the article published in their org’s default Knowledge Settings language.
Note

Note

  • Unlike the Knowledge One console widget, the Knowledge Lightning component doesn’t include article suggestions for work orders, work order line items, and work types.
  • To support these changes, the linked article fields Article Version, Knowledge Article ID, and Linked Record ID fields are now required. Article Version is still optional on work type linked articles.