Knowledge: Inline Editing, Enhanced Reports, and More Reasons to Move to Lightning
Write even faster with inline editing enabled for Knowledge articles.
Build better reports with enhanced object relationships. And we added Lightning Experience
actions and enhancements so that you can do more and customize all you want.
Improve Your Authoring Experience with Inline Editing
Discover the convenience of inline editing for article drafts. Quickly make updates and see all your article fields while you write. You can even use inline editing when you edit translations side by side while you view the master-language version.
Gain Insights with Enhanced Report Relationships
We’re falling in love with the new relationships between Knowledge objects in reports. Find all the fields in related cases by building a custom report type that uses the Case Article object. Add data categories to your Knowledge report types to see how your content is organized, find content gaps, and more.
Search Knowledge Articles from Any Object
Use and search Knowledge in more places. Add the Knowledge component to the Lightning page for any standard or custom object. You can use basic authoring actions in the action dropdowns, but suggested articles and some actions, such as Insert Article Contents into Email, are available only for cases.
Use the Restore, Delete, and Submit for Translation Actions in Lightning Experience
You can now easily restore or delete archived articles—and submit published or draft articles for translation—from list views. Use the Restore action in record pages to bring back a previous version of a published article, or the latest version of an archived article. The previous Delete action is now called Delete Draft. Use the new Delete Article action to remove archived articles and the associated versions and translations from your knowledge base. Previously, these actions were available only in Salesforce Classic. Find these actions in the Salesforce APIs and use them in flows.
Paste Images into Article Rich Text Fields
It’s easier to add image content to Knowledge articles. Use copy and paste to insert images from the clipboard and most browsers. Authors and agents can take a screenshot and quickly add it to an article to highlight a feature or demonstrate an issue.
Manage Promoted Search Terms in Lightning Experience
Promote articles in Knowledge searches by adding and modifying your search terms in Lightning Knowledge. Add the Promoted Search Terms related list to your Knowledge page layouts. Previously, you could view promoted search terms in Lightning Knowledge, but you could manage them only in Salesforce Classic.
Create Knowledge Actions and Global Quick Actions
You can create an article from just about anywhere. Choose Knowledge when you build global quick actions that create a record. And, new Knowledge-to-Knowledge lookup fields let you make actions in the Buttons, Links, and Actions screen in the Object Manager.
More Lookup Features for Lightning Knowledge
Use the lookup relationships that make sense, like master-detail relationships with Knowledge as the parent. Create an article from a lookup while creating other records. And, you can add article-to-article lookup fields so you can use a related list of articles and build more types of article actions.